Director, Digital Commercial Operations

Define, manage, and execute on commercial metrics and key performance indicators, including service level agreements (SLAs), customer success metrics such as ARR, renewal rate, churn, and expansion hit rate. Collaborate with cross-functional teams, including sales, marketing, and regional commercial operations leaders, software engineering, and product management to implement customer-focused initiatives that drive retention, renewals, and expansion. Manage and optimize deployment infrastructure by coordinating with Software Engineering, Offer Management, engineering service teams to streamline customer deployment. Oversee the application of Site Reliability Engineering to support system uptime, availability, performance, and scalability. Support business continuity and disaster recovery efforts to maintain service delivery during disruptions, including cyberattacks or natural disasters. Standardize customer support processes and escalations, third-party monitoring services, and service level performance metrics ensuring coordination across global support teams. Leverage AI and self help to optimize customer support and customer success experiences. Manage global strategic pricing, proposal management, and sales configuration for all Brightlayer solutions in collaboration with segment and regional sales teams. Develop and oversee departmental budgets and forecasts in accordance with organizational objectives. Organize and conduct monthly Brightlayer Operating Reviews with the Electrical Sector executive leadership team. Bachelor's degree required from an accredited institution; MBA preferred. Minimum ten (10) years of experience in commercial operations leadership in a matrixed or global environment Experience leading commercial operations for a SaaS product, preferably in manufacturing or services industry MBA Degree Experience with end to end service level management Familiarity with site reliability (SRE) practices and performance standards Position Success Criteria: Proven track record in building high performance teams, leading cross-functionally, developing and retaining employees, and driving organizational change. Drives organization towards modular, scalable solution Strong analytical, process improvement, and project management skills Experience leading large teams and influencing cross-functional stakeholders Demonstrated success in developing and implementing service strategies that establish best-in class customer satisfaction and retention culture. Analytical mindset with proficiency in data analysis and problem-solving. Experience with CRM systems and service management tools. Stays abreast of industry trends and best practices in customer service, customer success, and professional integration services. This includes competitive pay and a variety of benefit programs for eligible employees. The expected annual salary range for this role is $176249.97 - $258499.96 a year. This role is also eligible for a variable incentive program. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations. The application window for this position is anticipated to close on 12/15/2025. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.