Job Summary

The Sr. Manager, Commercial Operations is responsible for leading the operational infrastructure that supports the Heavy Duty business segment's commercial success. This newly created role drives process efficiency, analytics automation, business intelligence, customer service excellence, and continuous improvement initiatives across the commercial organization.

The Sr. Manager, Commercial Operations partners closely with Sales, Marketing, Product Management, Finance, Supply Chain, and Operations to improve decision-making through automation and data insights while ensuring a best-in-class customer experience. This position also provides leadership for the Customer Service team, establishing service standards, driving process improvements, and supporting customer retention and growth objectives.

The ideal candidate combines strong business acumen, analytical expertise, systems knowledge, and people leadership capabilities to optimize commercial performance and scale organizational effectiveness.

Primary Duties

Commercial Operations Leadership

• Lead the commercial operations function for the Heavy Duty business segment, ensuring alignment with strategic and financial objectives.
• Develop and implement operational processes that improve efficiency, consistency, and scalability across the commercial organization.
• Partner with business leaders to identify opportunities to enhance commercial performance through process optimization and technology solutions.
• Establish and maintain operational standards, governance, and key performance metrics.

Analytics & Automation

• Lead the development and automation of commercial reporting, dashboards, and performance analytics.
• Design and maintain business intelligence tools that provide actionable insights for Sales, Customer Service, Product Management, and leadership teams.
• Eliminate manual reporting processes through automation and digital solutions.
• Identify trends and opportunities using customer, market, operational, and financial data.
• Drive data integrity initiatives to improve reporting accuracy and decision-making.
• Serve as the primary business owner for commercial reporting and performance measurement.

CRM & Commercial Systems Management

• Oversee administration, optimization, and continuous improvement of CRM and commercial technology platforms.
• Drive adoption and effective utilization of CRM tools across commercial teams.
• Partner with IT and business stakeholders on system enhancements, integrations, and process automation projects.
• Establish data governance standards and ensure compliance with reporting requirements.

Customer Service Leadership

• Lead and develop the Customer Service team, fostering a culture of responsiveness, accountability, and customer focus.
• Establish service level expectations and performance metrics aligned with customer and business requirements.
• Monitor and improve customer service performance, including responsiveness, order management, issue resolution, and customer satisfaction.
• Partner with Sales, Operations, and Supply Chain teams to proactively address customer needs and improve service delivery.
• Identify and implement process improvements that enhance both the customer and employee experience.
• Support key customer escalations and ensure timely resolution of critical issues.

Business Performance & Planning

• Develop and maintain KPIs, scorecards, and operational metrics that support business objectives.
• Support forecasting, sales planning, and business review processes through data analysis and reporting.
• Partner with Finance on revenue, profitability, and operational performance analyses.
• Provide recommendations to leadership based on trends, performance indicators, and business insights.

Continuous Improvement

• Lead cross-functional process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Standardize workflows and establish best practices across customer service and commercial operations.
• Drive organizational change initiatives related to business processes, systems, and performance management.
• Champion a culture of continuous improvement and operational excellence.
• Other duties as assigned

Qualifications

• Advanced proficiency in Power BI, Excel, and data visualization tools.
• Experience with Salesforce, SAP or similar business systems.
• Strong understanding of reporting automation, database structures, and business intelligence methodologies.
• Ability to translate complex data into meaningful business insights and recommendations.
• Knowledge of customer service metrics, order management processes, and commercial operations best practices.
• Physical Requirement: Capability to lift 20 pounds.

Education / Experience

• Bachelor's Degree in Business, Finance, Supply Chain, Data Analytics, Marketing, Engineering or related field required.
• 7+ years of experience in commercial operations, sales operations, customer service, business analytics, or related functions.
• 3+ years of demonstrated people leadership experience.
• Experience in manufacturing, industrial, aftermarket, transportation, automotive, or Heavy Duty industries preferred.
• Proven success leading process improvement, reporting automation, and systems implementation initiatives.
• Experience managing CRM, ERP, business intelligence, or customer service technologies.

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The US base salary range for this full-time position is $129,200.00 to $193,600.00. This role is also eligible for a bonus. The actual base pay offered to the successful candidate will depend on multiple factors, including but not limited to job-related knowledge and skills, experience, business needs, geographical location, and internal pay equity. Compensation decisions are made based on the specific facts and circumstances of each role and candidate.

As a Dorman US contributor, you (and eligible dependents, as applicable) will have access to medical, dental, vision, basic life insurance, paid time off (sick/vacation), and Paid Parental Leave. U.S. employees are entitled to paid holidays, floating holidays, and paid time off starting in their first year of employment depending on hire date. You are also able to participate in our 401k retirement plan (with company match and profit-sharing) and Discounted Employee Stock Purchase Plan.