Assessment & Insights Operations Director

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Job Category

Customer Success

Job Details

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We are seeking a detail-oriented and analytically minded operations professional to serve as the Assessment Insights & Operations Manager for the Global Life Sciences Activation & Adoption (A&A) division. Sitting within the Portfolio Intelligence & Governance pod, this role is the primary data collection and synthesis engine of the team — executing the end-to-end quarterly assessment process and translating raw account data into the portfolio intelligence that drives strategic intervention across the AFLS ecosystem.

You will be the operational heartbeat of the assessment function, ensuring that every account in the global portfolio is evaluated, scored, and tracked with precision. From conducting AE and CSM outreach to maintaining the Global Portfolio Health Dashboard, you will serve as the connective tissue between field teams, data systems, and the insights that guide the Portfolio Strategy & Intelligence Lead.

ROLE DESCRIPTION
The right candidate will be a highly organized, data-fluent operator who thrives on turning assessment inputs into insight — ensuring the AFLS assessment cycle runs seamlessly every quarter and that portfolio health data is always current, accurate, and actionable. You'll:

• Execute the quarterly assessment process end-to-end, serving as the primary data collection and synthesis layer for the global portfolio.

• Conduct AE and CSM outreach; lead assessment interviews across the global account portfolio to gather structured inputs aligned to the 10-dimension scoring rubric.

• Collect account data from CRM, support systems, and stakeholder inputs; evaluate and score accounts consistently against the established assessment framework.

• Manage the operational logistics of each quarterly assessment wave — including scheduling, tracking interview completion, and escalating non-responsive accounts and execution blockers to the Portfolio Strategy & Intelligence Lead.

• Organize and centralize data feeds for portfolio health; build and maintain the Global Portfolio Health Dashboard in CRM Analytics / Tableau CRM.

• Prepare quarterly portfolio health reports and individual account risk scorecards; participate in sharing findings with internal teams, customers, and SI partners.

• Support the preparation of case studies and content for customer workshops and marketing events.

• Manage the market insights and events calendar in partnership with the Program Manager — including case study deadlines, marketing event submissions, customer workshop scheduling, and thought leadership deliverables.

• Coordinate logistics for customer workshops and partner events: invitations, agendas, and follow-up tracking.

• Support the AI Architect in organizing data feed inputs and maintaining documentation for the assessment agent build.

REPORTING & ORGANIZATIONAL STRUCTURE
Reporting line: Reports to the Senior Director, Portfolio Strategy & Intelligence
Pod alignment: Operates within the Portfolio Intelligence & Governance pod alongside the Senior Director, Portfolio Strategy & Intelligence and AI Architect
Collaboration: Works closely with AEs, CSMs, and the AI Architect; serves as the primary field-facing point of contact during quarterly assessment cycles and a key coordination partner for the Program Manager

FINANCIAL & BUSINESS ACCOUNTABILITY

• Ensures the accuracy and completeness of portfolio health data that underpins the team's prioritization decisions and resource allocation across the AFLS account base.

• Directly supports the improvement of the overall Account Health Score by executing a rigorous, consistent quarterly assessment process that enables early risk identification and proactive in