Director, Commercial Excellence

The Director of Commercial Excellence is responsible for driving the operational rigor and execution discipline that enables Masimo's commercial organization to perform at its highest level. This role owns two core functions: (1) leading the adoption and optimization of Salesforce.com as the enterprise CRM platform, with a focus on opportunity funnel management, pipeline visibility, and sales process compliance; and (2) designing and executing a structured Customer Business Review (CBR) program that deepens strategic relationships between Masimo's sales teams and their most important hospital accounts. The ideal candidate is a hands-on commercial operations leader with deep CRM expertise, strong cross-functional collaboration skills, and a track record of driving measurable sales productivity improvements in a medical device or broader healthcare environment.

Duties & Responsibilities:

CRM & Opportunity Funnel Management

• Own and drive adoption of Salesforce.com as the enterprise CRM platform, ensuring consistent utilization across the commercial organization and alignment with defined sales processes.
• Lead opportunity funnel management discipline — designing and enforcing stage definitions, pipeline hygiene standards, and forecast cadences that provide reliable visibility into revenue potential.
• Develop and publish CRM-based reporting and dashboards that give sales leadership real-time visibility into pipeline health, rep activity, and deal progression.
• Partner with Sales, Finance, and IT to continuously improve Salesforce configuration, data integrity, and integration with adjacent commercial systems.
• Design and deliver training programs that drive CRM competency and process compliance across field sales teams.

Customer Business Review Program

• Design and operationalize a structured Customer Business Review (CBR) program targeting Masimo's highest-priority hospital accounts, with the goal of deepening strategic relationships and increasing share of monitoring spend wallet.
• Develop standardized CBR frameworks including account segmentation criteria, review cadence, agenda templates, pre-work data packages, and executive summary outputs.
• Partner with regional sales leadership to prioritize target accounts, prepare sales teams for CBR execution, and track action items and commitments arising from each review.
• Leverage hospital-level data — including installed base, utilization, contract status, and competitive exposure — to develop insights that inform CBR conversations and identify expansion opportunities.
• Measure and report on CBR program outcomes including account retention, incremental revenue, and relationship health metrics.

Commercial Excellence & Sales Effectiveness

• Define and track KPIs that measure sales process effectiveness, CRM adoption, pipeline conversion, and CBR program outcomes, providing regular reporting to commercial leadership.
• Identify and remove friction across the commercial value chain by partnering with Sales, Marketing, Finance, and Supply Chain to streamline processes and improve the selling experience.
• Support the development and delivery of sales enablement content, tools, and training that improve rep productivity and accelerate time-to-close.

Leadership & Cross-Functional Collaboration

• Build and lead a team focused on CRM operations, sales process execution, and customer engagement, fostering a culture of accountability and continuous improvement.
• Serve as a trusted operational partner to VP-level commercial leadership, translating strategic priorities into executable programs with clear accountability and measurable outcomes.
• Collaborate with IT on Salesforce roadmap planning, system enhancements, and integration projects that support commercial scalability.
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Minimum & Preferred Qualifications and Experience: 

Minimum Qualifications:

• 7–12 years of progressive experience in commercial operations, sales operations, CRM administration, or related fields, preferably within medical device or broader healthcare.
• 3+ years in a leadership or people management role with demonstrated ability to influence cross-functional teams in a matrixed organization.
• Deep hands-on expertise with Salesforce.com — including pipeline management, opportunity stage design, dashboard and reporting development, and user adoption programs. Salesforce Administrator certification a plus.
• Demonstrated experience designing and running structured customer engagement or account review programs, with measurable impact on retention or revenue growth.
• Strong analytical skills with the ability to translate data into actionable commercial insights; proficiency with BI tools and CRM reporting.
• Excellent communication, facilitation, and stakeholder management skills — comfortable presenting to and influencing VP and C-suite audiences.

Preferred Qualifications:

• Direct experience in medical device commercial operations, with working knowledge of hospital procurement processes, GPO contracting, and capital vs. consumable selling dynamics.
• Experience with Salesforce configuration, workflow automation, or integration projects in partnership with IT or external implementation partners.
• Familiarity with Lean/Six Sigma principles or formal change management methodologies.

Education: 

• Bachelor's degree in Business, Operations, or related field.
• MBA or advanced degree preferred.

Physical requirements/Work Environment 

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Approximately 25% domestic and international travel required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.