Sr. Director, Commercial Operations

The Sr. Director, Commercial Operations is a senior commercial leader and strategic partner to Sales Leadership, responsible for the systems, processes, analytics, and customer success capabilities that enable effective field execution and informed commercial decision-making. This role partners closely with Sales Leadership, Marketing, Finance, Customer Success, IT, Market Access, and the executive team to translate business strategy into scalable commercial processes. Working side by side with Sales Leadership, the individual will support forecasting and sales performance management, business review and strategic activity reporting, territory and quota planning, HCP targeting, commercial master data governance, Salesforce and AcuityMD business ownership, claims and payer analytics, incentive compensation support, and commercial data models and reporting. The role also provides leadership oversight of the Customer Success function and drives cross-functional execution of account alignment and other customer-facing operational processes.

Major Duties & Responsibilities 

• Lead the Commercial Operations and Customer Success functions, establishing scalable processes and strong cross-functional partnership across Sales, Finance, Marketing, IT, Market Access, and other stakeholders.
• Partner with Sales Leadership on commercial forecasting, sales performance management, and recurring leadership reporting, including development of processes, tools, and analytics that improve forecast accuracy and field accountability.
• Develop In collaboration with Sales Leadership, develop and maintain sales effectiveness tools and reporting, including Business Reviews, strategic activity reporting, field opportunity dashboards, and other performance-management resources.
• Partner with Sales Leadership on territory management, field deployment planning, quota setting, and expansion analytics in support of commercial growth objectives.
• Coordinate, with input from Sales Leadership, commercial account alignment, territory alignment, and master-data governance across key business systems and reporting platforms.
• Serve as the Commercial Operations business owner for Salesforce and other commercial technologies, partnering with IT and system administrators to design, implement, and continuously improve processes, workflows, reporting, and analytics.
• Drive the use of AcuityMD and other data sources to support HCP targeting, claims analytics, referral and patient journey analyses, payer and reimbursement opportunity identification, and field prioritization in alignment with Sales Leadership.
• Partner with Sales Leadership to develop physician segmentation, targeting, and opportunity-identification strategies to support sales force productivity and commercial effectiveness.
• Develop and maintain payer- and market-access-related targeting tools that translate coverage changes and reimbursement opportunities into actionable insights for Sales Leadership and the field.
• Build and maintain commercial analytics, data models, reporting infrastructure, and decision-support tools that integrate customer, territory, HCP, revenue, activity, forecast, quota, and claims information.
• Support sales incentive compensation design and administration in partnership with Sales Leadership, Finance, and HR.
• Conduct regular analyses of commercial performance, market dynamics, and strategic initiatives to identify trends, quantify opportunities, and inform business decisions and resource allocation.
• Lead commercial program analytics to evaluate the effectiveness and return of key commercial initiatives, including Physician Summits, market development programs, peer-to-peer activities, onboarding initiatives, and other field-based investments; develop measurement approaches, assess pre/post performance, and provide insights to guide future program design and resource allocation.
• Provide strategic analytical support and leadership-ready reporting for Commercial and Executive Leadership, including support for strategic planning and Board-related analyses as needed.
• Continually evaluate and leverage technology, automation, and process improvements to increase commercial effectiveness, scalability, data quality, and operating efficiency.
• Act as a model leader in the organization and ensure adherence to company ethics, compliance, quality policies, and applicable regulations within Commercial Operations and Customer Success.
• Support company goals, objectives, policies, and procedures and perform other duties as assigned.

• 10+ years of commercial or commercial operations experience in the medical device, pharma, biotech, tech industries or in management consulting serving those industries
• Bachelor’s degree required, preferably in Business, Finance, Accounting, or Economics. MBA or CPA desired
• Leadership experience in sales compensation design and execution
• Experience leading Salesforce.com development, including data, reports, dashboards in support of the commercial organization
• Excellent analytical skills to digest and quickly grasp large amounts of data and recognize key issues and trends
• Ability to effectively build and develop solid business processes to support business growth strategy
• Winning, can-do attitude. Innovative, results-oriented, customer-focused self-starter

Other qualifications:

• Exceptional communication and interpersonal skills required.
• Sound business judgment and the ability to work successfully with all levels of professionals, backgrounds and perspectives.
• Strong work ethic, self-motivation, and entrepreneurial drive are required, as are high personal values
• and standards. Honesty, integrity, the ability to work with minimal supervision, a conscientious approach to meeting goals and objectives, and the ability to handle pressure with grace and humor are equally important.
• The selected individual must be comfortable in an environment where responsiveness to customer
• needs is an overriding priority, while also adhering to the Company’s high ethical standards.
• Ability to achieve goals in a team environment.
• Ability to work independently, using good judgment, initiative and analytical abilities, to accomplish short and long-range projects, anticipate likely needs, and recommend actions with minimal direction.
• Ability to solve problems creatively; ability to adapt to changing work priorities; and ability to maintain good working relationships while dealing appropriately with sensitive and confidential matters.
• Requires above-average analytical, reading, verbal, and written communications skills; proficiency in business English and grammar; good attention to detail to maintain records and process reports.
• Must be able to multi-task, remain calm, and adapt to the ever-changing requirements of a dynamic company.
• Must be available and willing to work flexible schedules, as needed.

BENEFITS AND PERKS:

Our culture is rooted in our core values every day, in everything we do.  

Our benefits focus on the 5 dimensions of wellbeing: physical, financial, emotional, career and community.  Physical benefits include Medical – PPO & HSA with co-contribution, Dental, Vision, Accident Insurance, Critical Illness, Hospital Indemnity, and onsite Tonal & Peloton. Financial benefits include HSA/FSA, 401k, Lifestyle Spending Account, Long Term Disability, Life Insurance, a monthly stipend to cover phone and tech costs, employee discounts, and weekly office lunches. Emotional benefits include Employee Assistance Program, 5 free counseling sessions per issue per year, 80 hours sick leave, 13 holidays, and flexible vacation (exempt employees). Career and Learning & Development opportunities with Aerin led leadership trainings. Community initiatives which include Aerin “give back” week, family days as well as Aerin holiday giving.