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.