• Develop, maintain and execute processes that provide key services to users • Prioritize multiple queues and manage daily workflow to ensure requests are resolved quickly and efficiently • Resolve unique situations and improve workflows to account for new or uncommon issues • Ensure a positive user experience by determining when additional information is needed or troubleshooting breakdowns in processes

Role Description The Director, Agency Operations is responsible for driving operational excellence across the agency with a strong focus on process design, documentation, and change management. This role partners closely with agency leadership to translate strategic priorities into scalable, well-documented workflows and ensures consistent adoption across teams. They will report into the VP, Agency Operations. Sitting between executional project leadership and operational strategy, the Director plays a critical role in standardizing how work gets done, improving cross-functional collaboration, and enabling the agency to scale effectively. This individual leads key operational initiatives and ensures that process improvements are clearly defined, documented, communicated, and sustained across the organization. Key Responsibilities - Process Design & Documentation - Leads the development, documentation, and continuous improvement of agency processes. - Translates complex workflows into clear, scalable documentation, including SOPs, playbooks, templates, and governance frameworks. - Ensures all processes are consistently documented, version-controlled, and accessible across teams. - Partners with department leads to identify process gaps, redundancies, and inefficiencies, and implements solutions to improve quality and speed of delivery. - Establishes and maintains process standards to support consistent execution across accounts and capabilities. - Change Management & Implementation - Drives the planning and execution of operational change initiatives, including new tools, workflows, and ways of working. - Develops structured change management plans, including stakeholder alignment, communication strategies, training, and adoption tracking. - Supports agency leadership in defining the need for change and translating it into actionable implementation plans. - Prepares teams for change by ensuring clarity of roles, expectations, and impact to day-to-day work. - Monitors adoption of new processes and identifies areas requiring reinforcement, training, or refinement. - Acts as a change champion, reinforcing new ways of working and ensuring sustainability over time. - Project & Initiative Leadership - Leads complex, cross-functional operational initiatives from planning through execution. - Applies disciplined project management methodologies to ensure initiatives are delivered on time and meet defined objectives. - Defines success metrics, tracks progress, and communicates status to stakeholders and senior leadership. - Ensures appropriate stakeholder engagement and drives accountability across teams. - Agency Interface & Communication - Acts as a key liaison across departments to ensure alignment on processes and operational priorities. - Develops and delivers clear communication around process updates, changes, and best practices. - Reinforces a culture of operational discipline, accountability, and continuous improvement. Qualifications - 6–8+ years of experience in agency operations, project management, or related field within a healthcare or pharmaceutical advertising environment. - Proven experience developing and documenting scalable processes and workflows. - Experience leading change management initiatives, including tool or process rollouts. - Excellent communication skills with the ability to translate complex concepts into clear, actionable guidance. - Highly organized with strong attention to detail and ability to manage multiple initiatives simultaneously. - Proactive, solutions-oriented mindset with a focus on continuous improvement. - Experience with project and financial management tools (e.g., Planner, NetSuite or similar) a plus. - Bachelor’s degree required. Salary Range $140,000 - $160,000 This position may be performed remotely within the United States. For candidates located outside the New York City area, compensation will be adjusted to reflect the applicable market for the employee’s primary work location. Final compensation will be determined based on geographic location, experience, qualifications, and other job-related factors. Equal Opportunity Employer BGB Group is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.

Role Description We're looking for an organized and detail-focused Travel Operations Administrator to support daily operations by managing travel-related processes, coordinating booking details, and ensuring workflows run efficiently from start to finish. This fully remote opportunity is ideal for someone who thrives in a structured environment, enjoys administrative work, and can keep multiple tasks organized and on track. In this role, you'll use established systems, tools, and training to assist with coordinating travel operations, tracking important updates, and maintaining accurate documentation. You'll work independently while ensuring a high level of accuracy, clear communication, and consistency across all tasks. - Oversee travel-related administrative processes and workflow coordination - Manage booking details, timelines, and confirmations - Communicate with clients and team members to gather and verify information - Track progress, monitor outstanding items, and follow up as needed - Maintain organized digital records and operational documentation - Review travel details to ensure accuracy and completeness - Support daily operations by keeping workflows efficient and on schedule Qualifications - Strong organizational and communication skills - Ability to manage multiple tasks and prioritize effectively - Experience in administrative support, operations, coordination, or customer service (preferred, not required) - Comfortable working independently in a remote environment - Detail-focused, dependable, and proactive - Tech-savvy and able to learn new systems quickly - Must be a citizen of the US, UK, Australia, Mexico, Spain, or LATAM Benefits - Fully remote flexibility - Structured onboarding and ongoing support - Clear systems and processes designed for success - Opportunity to build operations and administrative experience - Supportive and collaborative team environment

• Be the TMF subject matter expert and trusted partner to study teams. • Oversee eTMF set-up, maintenance, and regular quality reviews. • Monitor TMF health, milestones, and deliver metrics and insights to teams. • Guide and support trial teams to stay compliant with document lists and timelines. • Identify and resolve TMF issues, escalating when needed. • Contribute to SOPs, processes, and industry best practices. • Ensure access and compliance with global TMF standards and regulations.