Heather Wolff
Edwardsville,IL
Summary
Operations leader with 20+ years of experience supporting healthcare consulting, market research, client delivery, digital platforms, and business operations. Recognized for translating complex business requirements into efficient processes, high-quality deliverables, and scalable systems that support organizational growth. Experienced managing cross-functional initiatives, coordinating multiple stakeholders, and serving as the operational backbone for consulting teams supporting pharmaceutical, healthcare, employer, and coalition-focused clients. Proven ability to quickly master new systems, fill critical organizational gaps, and maintain continuity during periods of organizational change.
Overview
26
26
years of professional experience
Work History
Senior Operations Manager, Research & Digital Strategy
Gallagher Research & Insights, a division of Arthur J. Gallagher
01.2009 - Current
- Serve as the operational lead supporting 10 consultants, 3 Vice Presidents, and the President across research execution, client delivery, digital operations, and internal business processes
- Manage 25+ concurrent client engagements ranging from $30K to $1M+, supporting leading healthcare and pharmaceutical organizations including Vertex Pharmaceuticals, Johnson & Johnson, Merck, Pfizer, Boehringer Ingelheim, Express Scripts, and Novartis
- Play a central role in the development and delivery of Employer Market Intelligence (EMI) syndicated research and custom consulting engagements focused on employer benefits, workforce health, healthcare market trends, and employer decision-making
- Support the production and delivery of 6–10 annual syndicated reports and approximately 50 custom research deliverables each year
- Design, program, test, deploy, and maintain complex Qualtrics surveys utilizing advanced logic, branching, validation, segmentation, and reporting functionality
- Serve as the organization's primary Qualtrics subject matter expert, providing guidance, troubleshooting, training, and support to team members
- Analyze survey data and develop client-ready reports, dashboards, visualizations, presentations, and employer profile databases that communicate key findings and insights
- Create and refine executive presentations, proposal materials, sales support content, and client-facing deliverables used across consulting and business development efforts
- Coordinate project execution across consultants, leadership, clients, vendors, and internal stakeholders to ensure successful delivery of long-cycle projects ranging from six months to one year
- Support revenue operations through SOW validation, project setup, contract workflow support, invoicing readiness, and billing coordination
- Designed, built, and continue to manage the ERI digital delivery platform, including website architecture, secure client access, content governance, document distribution, and ongoing platform maintenance
- Manage password-protected client portals, permissions, research access, and technical troubleshooting to ensure secure and reliable delivery of purchased research
- Serve as Microsoft 365 Teams Owner across multiple business units, managing team structures, channel administration, permissions, onboarding support, and technical troubleshooting
- Develop and improve operational workflows, processes, and standards that increase efficiency, consistency, and delivery quality across the organization
- Stepped into critical business functions during organizational transitions, assuming responsibilities across operations, survey programming, delivery support, and internal systems administration to maintain continuity and client service
Graphic Artist / Creative Services / Traffic Coordinator
KPLR-TV Channel 11
01.2000 - 01.2009
- Designed broadcast graphics and promotional materials for television programming and marketing campaigns
- Managed commercial scheduling and placement while ensuring compliance with FCC requirements
- Coordinated high-volume workflows involving multiple departments, stakeholders, and production deadlines
Education
Bachelor of Science - Business Management
Southern New Hampshire University
06-2026
Skills
Research & Business Operations
Client Delivery & Program Management
Process Improvement & Workflow Optimization
Qualtrics Survey Design & Administration
Data Analysis, Visualization & Reporting
Executive Presentation Development
Digital Platform & Website Management
Cross-Functional Leadership
Stakeholder Relationship Management
Microsoft 365 & Teams Administration
Revenue Operations (MSA, SOW & Billing Support)
Business Development & Proposal Support
Accomplishments
- Built and manage the ERI digital delivery platform
- Primary Qualtrics subject matter expert
- Support delivery of 6–10 syndicated reports and ~50 custom research projects annually
- Manage 25+ concurrent client engagements valued up to $1M+
Timeline
Senior Operations Manager, Research & Digital Strategy
Gallagher Research & Insights, a division of Arthur J. Gallagher
01.2009 - Current
Graphic Artist / Creative Services / Traffic Coordinator
KPLR-TV Channel 11
01.2000 - 01.2009
Bachelor of Science - Business Management
Southern New Hampshire University
CORE EXPERTISE
- Research Operations
- Business Operations
- Client Delivery
- Project & Workflow Management
- Survey Design & Administration (Qualtrics)
- Data Analysis & Visualization
- Executive Reporting
- Digital Platform Management
- Website Administration
- Cross-Functional Coordination
- Process Improvement
- Revenue Operations
- MSA & SOW Administration
- Microsoft 365 Administration
- Presentation Development