VP, Operational Systems & Enablement

VP, Operational Systems & Enablement

Location: New York, NY (Remote)
Department: Business Intelligence & Strategy 

VP, Operational Systems & Enablement 

Position Overview 

The VP, Operational Systems & Enablement is responsible for translating strategic intent and operating decisions into scalable, usable operational systems that drive consistency, efficiency, and reduced dependency on individual judgment. This role ensures the company’s workflows, tools, documentation, and automation support how the business operates today and as it scales. 
 
At its core, this role defines how work flows end-to-end across the organization and establishes the right way of working as the default. This position partners across all business units to design, implement, and continuously improve operational systems that enable effective delivery. 

Key Responsibilities 

Cross-Functional Workflow Design & Handoffs 

Design and maintain end-to-end workflows that span multiple departments (Sales to SOW to Pricing to Kickoff to Delivery to Reporting) 

Define required handoffs, inputs, approvals, and artifacts at each stage 

Clarify ownership and accountability at transition points between teams 

Reduce ambiguity, rework, and dropped deliverables caused by unclear handoffs 

Continuously improve workflows as strategy, services, or scale evolves 

Operational Systems & Tool Strategy (PSA / Wrike and Beyond) 

Own the strategy, configuration, and evolution of Wrike as an operational system 

Translate workflow design and policy decisions into system behavior (fields, templates, automations, gating, permissions) 

Ensure systems produce reliable, usable data 

Evaluate when tools are being stretched beyond purpose and require redesign 

Automation & AI Enablement 

Identify high-friction, high-volume operational activities suitable for automation 

Implement AI and automation to reduce manual effort, improve consistency, and increase speed 

Ensure automation aligns to real workflows, not theoretical use cases 

Measure adoption and impact, not just deployment 

SOP System Ownership & Documentation Governance 

Own the SOP operating model for the organization 

Define what qualifies as an SOP versus guidelines or job aids, including structure, ownership, and review cadence 

Maintain a single, trusted repository with version control and archival 

Ensure SOPs reflect how work actually happens in systems and workflows 

Retire outdated SOPs to eliminate ambiguity 

Change Management & Adoption 

Design and execute change plans for workflow, system, and policy changes 

Own rollout plans, training, enablement materials, and adoption tracking 

Monitor adoption and intervene when workarounds emerge 

Partner with leadership to address resistance or misalignment 

Ensure operational changes are sustained beyond initial rollout 

Qualifications 

12+ years of experience in operations, systems, or enablement roles within a services or project-based organization 

Extensive experience with Wrike required 

Experience designing and implementing cross-functional workflows and operating models 

Strong understanding of operational systems, automation, and data integrity 

Proven ability to translate strategic intent into practical execution 

Strong leadership and cross-functional influence skills 

Ability to balance structure with pragmatism in a fast-paced environment 

Success in This Role Looks Like 

Clear, consistent workflows adopted across the organization 

Reduced operational friction and fewer handoff issues 

Improved data reliability and system usage 

Effective adoption of automation and AI that drives measurable efficiency 

SOPs that are trusted, current, and actively used 

Sustained operational improvements that scale with the business 

Interested?

Apply by submitting your resume.

Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results.  

Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape.   

If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.   

Equal Employment Opportunity Statement  
Underscore is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. We believe that diversity drives innovation and success, and we welcome candidates from all backgrounds to apply.