Description The Director of MODAL Digital Go-To-Market will serve as the leader of the MODAL Digital business unit and act as its conduit the broader organization and external market. This leadership role is accountable for advancing MODAL's business development agenda, owning and operationalizing MODAL's go-to-market strategy, and positioning MODAL as a growth engine for Learning Solutions and the broader Syneos Health organization. This leadership role is responsible for scaling and optimizing the operational infrastructure that supports the MODAL Digital product suite, with direct oversight of Account/Customer Success, Design (UI/UX), Quality & Compliance, and Traffic/Production Operations.
The Director will define strategy and drive execution of high-impact operational priorities that enhance customer experience, streamline internal processes, and enable scalable, long-term growth. The role will also shape the people and culture agenda for MODAL, building leadership capability, strengthening engagement, and creating an inclusive, high-accountability environment where teams can do their best work. Acting as a central conduit for communication and alignment, this individual will bridge digital innovation with enterprise operations-translating business objectives into actionable plans while inspiring cross-Syneos collaboration that creates mutual benefit for MODAL, Learning Solutions, and the broader Syneos organization in a fast-paced, innovation-driven environment.
General and Daily Responsibilities: - Provide executive leadership and direction for the Account/Customer Success, UI/UX Design, Quality & Compliance, and Traffic teams.
- Establish team structures, performance standards, and KPIs aligned to both product and service delivery excellence.
- Recruit, mentor, and develop high-performing team leads and staff; foster a people-first culture of innovation, accountability, inclusion, collaboration, and continuous improvement.
- Develop and implement a comprehensive digital operations strategy that aligns with MODAL's product growth objectives, Learning Solutions and Syneos' broader transformation goals, and MODAL's go-to-market strategy, including market positioning, commercial readiness, revenue growth priorities, and measurable business development outcomes.
- Own and continuously refine MODAL's go-to-market strategy in partnership with Learning Solutions leadership, Sales, Marketing, Product, and other Syneos stakeholders to accelerate adoption, expand pipeline opportunities, and convert
- MODAL capabilities into sustainable business growth.
- Lead MODAL business development priorities by identifying addressable market opportunities, developing compelling value propositions, supporting strategic pursuits, and partnering with commercial teams to drive qualified demand and client expansion.
- Identify, evaluate, and implement emerging technologies and digital tools that drive operational efficiencies and improve customer and user experiences.
- Oversee platform operations across product delivery, onboarding, training, and customer lifecycle management.
- Collaborate with Product, Engineering, Sales, IT, Learning Solutions, and cross-Syneos business partners to ensure alignment and seamless execution of cross-functional initiatives that create mutual value for MODAL, Learning Solutions, and the broader Syneos organization.
- Act as a bridge between executive leadership and operational teams to ensure strategic initiatives translate into executable, measurable plans.
- Build strong enterprise relationships across Syneos to uncover shared client needs, connect MODAL capabilities to adjacent offerings, and promote collaborative solutions that strengthen client impact and organizational growth.
- Oversee the development, review, and execution of external client Statements of Work (SOWs) and
- Inter-Company Work Orders in collaboration with internal stakeholders, ensuring alignment with project scope, budget, timelines, and resource planning.
- Champion design thinking and customer-centric development across all departments.
- Build and scale repeatable systems and workflows to optimize resource allocation, reduce inefficiencies, and support high-growth demands.
- Oversee governance standards for products to ensure regulatory, privacy, and data compliance across platforms (e.g., SOC 2, HIPAA, ISO 27001).
- Oversee and guide risk and quality assurance processes, addressing gaps proactively.
- Ensure best-in-class customer support and account success practices that drive satisfaction, retention, and value realization.
- Create feedback loops that connect customer insights directly with design, product, and operations for continuous improvement.
- Serve as a core leader in driving MODAL Digital's digital-first culture and organizational transformation.
- Develop leaders and high-potential talent through coaching, succession planning, clear growth pathways, and intentional culture-building practices that support retention, engagement, and scalable team performance.
- Promote adoption of agile and lean methodologies across teams.
- Align operational innovation with business outcomes to demonstrate ROI, support long-term scalability, and directly contribute to MODAL's commercial growth, market relevance, and enterprise value proposition.
- Manage departmental budgets, forecasting, and resource planning in alignment with corporate goals.
- Lead vendor assessments and strategic partnerships related to digital tools, platforms, and service providers.
Required Qualifications:- Minimum 10 years of progressive experience in operations leadership roles, ideally within SaaS or digital product environments
- Proven experience managing multidisciplinary departments including design, customer success, compliance, and production traffic
- Demonstrated success leading digital transformation initiatives within complex, matrixed organizations
- Demonstrated experience owning or shaping go-to-market strategy, commercial enablement, business development priorities, or revenue growth initiatives for digital products, SaaS platforms, services, or technology-enabled solutions
- Deep understanding of SaaS metrics, customer lifecycles, user experience design, and cloud-based delivery models
- Strong strategic thinking and analytical skills with the ability to translate vision into actionable plans
- Exceptional communication, leadership, and interpersonal skills; executive presence and team-building acumen
- Proven ability to build people, culture, and leadership capability across multidisciplinary teams, including coaching leaders, strengthening engagement, and creating inclusive, high-performing team environments
- Strong business acumen and the ability to align digital operations with broader business goals
- Strong enterprise collaboration skills with experience influencing across matrixed organizations, aligning stakeholders around shared priorities, and creating mutually beneficial outcomes across business units
- Experience with agile/lean methodologies and scalable operational frameworks
- Familiarity with compliance standards such as SOC 2, HIPAA, GDPR
- Bachelor's degree required (Business, Technology, Operations or related field); MBA or equivalent advanced degree is a plus
Preferred Qualifications:- Experience working within or supporting clients in the pharmaceutical, life sciences, or healthcare industries, particularly in areas related to clinical development, medical education, or regulatory operations.
- Understanding of pharmaceutical industry compliance frameworks, including familiarity with FDA regulations, Good Clinical Practice (GCP), and promotional review processes (e.g., MLR).
- Exposure to clinical trial operations, digital health platforms, or SaaS products designed for pharmaceutical or biotech companies.
- Familiarity with industry-specific workflows, terminology, and stakeholder dynamics (e.g., sales organizations, learning & development teams, sponsors, CROs, investigators, HCPs).
- Ability to translate complex pharmaceutical or healthcare client needs into operational strategies and technology-enabled solutions.
- Knowledge of pharmaceutical clinical, sales training, learning systems, or continuing medical education (CME) platforms is a strong plus.
The annual base salary for this position ranges from $119,000 to $142,000. The base salary range represents the anticipated low and high of the Syneos Health range for this position. Actual salary will vary based on various factors such as the candidate's qualifications, skills, competencies, and proficiency for the role. In addition, some positions may include eligibility to earn commissions/bonus based on company and / or individual performance.
