Director of Commercial Operations

The Opportunity

We're seeking a Director of Commercial Operations to serve as a right-hand to our Chief Commercial Officer and support the commercial team during this critical growth phase as we scale our commercial reach. This role requires a versatile, startup-experienced operator who can build and and then operate scalable infrastructure and processes across multiple functions—including sales, marketing, customer experience, and clinical implementation operations. This is a remote role. 

This is not a traditional, siloed operations role. You'll be the connective tissue between strategy and execution, translating leadership’s vision into actionable processes while rolling up your sleeves to solve day-to-day operational challenges. If you thrive in ambiguity, excel at building from the ground up, and are energized by wearing multiple hats in service of our mission, this role is for you.

What You'll Do

Operational Leadership & Infrastructure Building

• Design, implement, maintain and scale operational processes across sales, marketing, customer success, commercial operations, and clinical implementation functions
• Establish clear frameworks, processes, KPIs, and operating rhythms that enable sustainable growth from early-stage to scaled operations
• Identify operational inefficiencies and proactively design solutions that improve team velocity, customer experience, and business outcomes
• Build the foundational infrastructure needed to support rapid scaling while maintaining quality and compliance in a regulated healthcare environment
• Support the Chief Commercial Officer with various ad-hoc projects, as needed

Commercial  Operations

• Build and/or update and implement playbooks, processes, and enablement tools for customer-facing team
• Own processes related to pipeline funnel management and new clinic rollout prioritization, including lead tracking, stage assignment and movement, implementation sequencing, onboarding preparation and account management to drive increased velocity of launches and expansion of patients and services throughout account management post launch.
• Assess, optimize and maintain CRM to scale sales, CI and account management efficiently by uncovering additional features and automation possibilities to improve efficiency and enable efficient analysis and reporting includes the use of AI to facilitate capture, assignment and summary of all tasks and deliverables per clinic
• Oversee commercial logistics for remote monitoring device kits, including clinic inventory tracking, on-site inventory management, refill triggers, key clinic contact management, facilitate weekly logistics meetings 
• Work with CCO to develop and deliver monthly clinic dashboards and performance reports, aggregating data from internal sources and interpreting trends and making recommendations for improvement
• Work with CCO to develop template, prepare and deliver clinic Quarterly Business Reviews (QBRs) to align on outcomes, surface insights, and drive continuous improvement
• Facilitate Clinic Monthly Claims Summary report review, packaging, distribution and management; manage invoice and billing inquiries
• Summarize and maintain reimbursement landscape data across Medicaid and commercial insurers, including CPT/billing code strategy, payer-specific requirements, and geographic coverage heat mapping 
• With CCO and CEO, analyze clinic financial reports, monthly reimbursement summary reports and clinic documentation performance/gaps and prepare client feedback/guidance; develop clinic training programs/materials including a comprehensive reimbursement compliance guide to ensure accurate documentation and maximize clinic reimbursement opportunities.

Customer Experience & Success Operations

• Establish Key Account Health scorecard, monitoring, engagement cadences and proactive support systems to drive satisfaction, utilization, and outcomes
• With CCO and CI managers, collaborate on Key Account Management plan/activities supporting clinical, operational and financial viability of the Bloomlife program for each clinic.
• Design and operationalize Voice of Customer programs, translating feedback into actionable insights that inform product roadmap, feature prioritization and service delivery improvement
• Collaborate with Regulatory, Product and Software for customer complaint assessment and resolution and serve as key contact for clients interactions as needed
• Identify opportunities for continuous process improvement and manage its evolution, always striving for efficiency and a positive customer experience

Strategic Partnership & Cross-Functional Collaboration

• Serve as strategic thought partner to executive leadership on company priorities, resource allocation, and organizational design
• Foster strong, trust-based relationships across all levels of the organization to drive alignment, engagement, and mission-focused culture
• As needed, lead special projects and strategic initiatives critical to business growth, investor relations, and market expansion
• Prepare executive updates, board materials, and/or investor updates, distilling complex operational data into clear, actionable insights

Required Experience & Qualifications

• 6-8+ years of progressive operations leadership, customer success, or commercial operations experience, with significant time in early-stage or high-growth startup environments
• Proven track record building and scaling processes from 0 to 100 – you've created infrastructure, playbooks, and operational systems in ambiguous, resource-constrained settings
• Healthcare, health tech, or life sciences experience strongly preferred, particularly in regulated environments (FDA, HIPAA, clinical operations)
• Cross-functional leadership success coordinating teams across Customer Service, Sales, Product, Engineering, Marketing, Sales, and Clinical functions
• Customer success and relationship management expertise in B2B and/or DTC contexts, with demonstrated ability to drive retention, expansion, and satisfaction
• Project management excellence managing complex, multi-stakeholder initiatives with competing priorities and tight timelines
• Data-driven mindset with experience optimizing and using a CRM platform, building reporting systems, defining KPIs, and using analytics to inform strategic decisions
• Very comfortable with technology, strong analytical skills, comfortable using AI tools, strong communication and presentation skills 

Core Competencies

• Startup DNA: Comfortable with ambiguity, rapid iteration, and the need to be resourceful with limited structure
• Operational excellence: Systems thinker who can design scalable, efficient processes that balance quality with velocity
• Strategic execution: Translates high-level vision into clear, actionable plans and drives accountability for results
• Relationship builder: Earns trust across diverse stakeholder groups (internal team, clinicians, patients) and fosters collaborative, mission-driven culture
• Problem solver: Proactively identifies friction points and designs creative solutions before being asked
• Mission alignment: Deeply motivated by improving maternal health outcomes and reducing preventable complications

Nice to Have

• Commercial experience in women’s health/OBGYN space
• Prior "right-hand" or operational experience supporting C-suite executives
• Background in remote patient monitoring (RPM), telehealth, or connected medical devices
• Familiarity with EMR integrations, healthcare compliance (HIPAA, SOC2), and reimbursement operations and payer landscapes 

Tools & Technologies

You'll leverage platforms including (but not limited to):

• CRM & Customer Success: Hubspot, Intercom, Jira or similar
• Project Management: Asana, Coda, Notion, or equivalent
• Analytics & BI: Metabase, Looker, Tableau, or similar
• Automation & AI: Claude Code, workflow automation tools
• Collaboration: Microsoft Suite, Google Workspace, Slack
• Healthcare-Specific: EMR systems

• Competitive market salary + stock options grant
• Medical, dental, and vision with a range of coverage and copay options, 100% for employees and 50% for dependents
• Unlimited PTO + Sick days
• 401(k) retirement plan
• Parental leave:  Maternity - 3 months full time off or up to 6 months with partial work after 2 months; Paternity - 1 month full time off or up to 3 months with partial work
• Professional development:  100% reimbursement for work-related conferences, classes, books

Why Bloomlife?

• Mission with global impact: Join a company tackling one of the most urgent healthcare crisis — improving maternal and fetal health outcomes in the U.S. and beyond — with a singular focus on transforming care for high-risk pregnancies.
• Category-defining innovation: Be part of the team that is reimagining maternal care delivery through a first-of-its-kind connected care platform, integrating advanced maternal-fetal monitoring, analytics, and clinical services into a seamless, scalable solution.
• Collaborative, purpose-driven culture: Work alongside industry leading experts in medical technology, clinical care, and healthcare operations, united by the vision of empowering mothers, enabling providers, and improving birth outcomes for all women.