Director, Customer & Growth Business Transformation Lead

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM Consulting is seeking a Director to serve as Business Transformation Lead on integrated Customer & Growth transformations. Our Customer & Growth portfolio helps clients win more, grow faster, and maximize enterprise value — spanning M&A Value Acceleration, Commercial Excellence / Front Office, Strategy & Growth Advisory, Pricing & Revenue Optimization, Customer Data & Insight Platform, New Business / Product Incubation, Transaction Advisory & Due Diligence, and Carve-out, Separation & Integration (PMI).

This is the pivotal business-side leadership role on the transformation. In this portfolio the change lands on revenue-generating people — sellers, prices, service teams, and deal teams — where adoption failure is immediately visible in pipeline, conversion, and margin. You own how the commercial organization operates differently, and whether the growth or deal thesis is actually realized. Your success is measured by a single question: did the business change successfully?

You will be dedicated to one major transformation at a time, working as a peer alongside the Executive Transformation Partner, the Transformation Director, and the Platform & Delivery Lead.

Responsibilities

Operating Model and Process Ownership

• Own the future-state commercial operating model — coverage and segmentation, territory and account structures, sales and service roles, marketing-to-sales handoffs, deal desk and pricing authority, and the target end-state for acquired or separated entities.
• Design end-to-end processes across the revenue cycle: lead to opportunity, quote to cash, pricing and discount approval, renewal and retention, and post-close integration or separation of commercial operations.
• Define organization, role, incentive, and capability implications — including where compensation design, quota structures, and performance management must change for the new model to hold.
• Own decision rights: pricing and discount authority, deal governance, customer data ownership, and integration or separation decision forums under transaction timelines.
• Maintain traceability from the deal thesis or growth business case through operating-model changes, process changes, backlog priorities, adoption outcomes, and realized revenue and margin benefits.

Human-Centered Design

• Own HCD as a funded, staffed, measured workstream, working from the jobs-to-be-done of sellers, sales leaders, pricing analysts, service agents, and — critically — the end customer.
• Build personas and journey maps for both the internal user and the customer experience and let them drive requirements before build.
• Prototype and test selling, quoting, and service workflows with real commercial users before build; sellers will not adopt what slows them down.
• Use early demonstrations of the future selling and insight experience to build commercial-leadership confidence.

Organizational Change Management and Adoption

• Own OCM as a funded, measured workstream: leader alignment and visible sponsorship from day one, stakeholder analysis, communications, resistance management, role-based enablement and training, and readiness scoring.
• Baseline adoption targets tied to benefits realization — pipeline hygiene and forecast accuracy, quote cycle time, discount-policy compliance, cross-sell attach, customer-data completeness, and retention.
• Manage the distinctive resistance dynamics of commercial change: autonomy, compensation anxiety, customer-relationship ownership, and, in M&A contexts, cultural collision and retention risk across two commercial organizations.
• Sustain business continuity — revenue cannot pause while the transformation runs.

Backlog, Value Mapping and Delivery Cadence

• Lead weekly backlog refinement and own product backlog integrity and value mapping, connecting growth drivers and synergy targets to requirements, features, adoption outcomes, and measurable benefits.
• Participate in sprint feature reviews and system demonstrations with the client Product Owner and Platform & Delivery Lead, judging each increment against whether it makes revenue-generating work faster and better.
• Participate in increment planning and Inspect & Adapt retrospectives, testing outcomes against the client’s original drivers.
• Ensure outcome milestones — including synergy capture and commercial-readiness milestones — are tracked alongside technical and delivery milestones.

Transformation Leadership and Client Confidence

• Serve as the bridge to executive confidence for CEOs, chief commercial and revenue officers, CMOs, corporate development leaders, and private equity sponsors.
• Escalate early with recommended actions, especially where transaction timelines, TSA exit dates, or announced synergy commitments are at risk.
• Plan for complexity: deal-driven deadlines that do not move, confidentiality constraints, dual operating models running in parallel, third-party friction, and significant key-person and retention risk.
• Bring in-person presence to large, sensitive, or transaction-driven transformations.

Practice and People Leadership

• Contribute to the growth of RSM’s Total Consulting transformation capability, including reusable methods for commercial operating-model design, synergy traceability, and adoption measurement.
• Mentor and develop managers and senior associates across commercial process, enablement, and change workstreams within cross-service-line pod delivery.
• Support pursuits, proposals, and thought leadership, shaping scope and change-workstream sizing before mobilization.
• Maintain strong attention to engagement economics within your workstreams.

Basic Qualifications

• Bachelor’s degree.
• 10+ years of consulting or advisory experience, including significant experience leading business-side transformation across commercial, customer, or transaction-driven programs.
• Demonstrated ownership of future-state commercial operating model and end-to-end revenue-cycle process design.
• Demonstrated ownership of change and adoption as a funded workstream with baselined adoption targets tied to revenue and margin benefits.
• Experience operating in a fixed Agile or scaled-Agile cadence, including backlog ownership, weekly refinement, and sprint demonstrations with an active client Product Owner.
• Strong executive presence with commercial executives, boards, and private equity sponsors.
• Commitment to responsible AI use with a human in the loop and human accountability for all client-facing judgments and outputs.
• Willingness and ability to travel as needed, generally 50% or more given transaction-driven work, with in-person presence on large programs.

Preferred Qualifications

• MBA or advanced degree.
• Experience with private equity and portfolio-company environments, including post-merger integration, carve-out, and separation programs.
• Experience with commercial platform enablement and customer data or insight platforms, from a business-adoption rather than technical-build perspective.
• Experience designing pricing governance and sales incentive or coverage models.
• Prosci/ADKAR change certification; design-thinking credentials; SAFe Agilist or equivalent Agile certification.

At RSM, we offer a competitive benefits and compensation package for all our people. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

We believe flexibility and in-person connection both play an important role in how we work and grow. Most roles at RSM follow a hybrid workstyle, which means team members are aligned to an RSM office and come together in person when it best supports clients, teams, development or relationship-building. Some roles may be virtual or primarily on-site based on role requirements, team priorities and client needs.

All applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender; sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records. For those living in California or applying to a position in California, please click here for additional information.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.