Job Description

The Vice President, Commercial Operations is accountable for leading the discipline for customer journey management, experience design and innovation. This position is responsible for developing strategies that combine customer-driven long-term thinking with near-term revenue goals. It will lead the development and execution of cross-functional strategies to drive ongoing alignment to maximize customer lifetime value growth. Success in this position requires a deep understanding that collaboration is key to growing any business, especially in a complex and competitive industry. This role reports to the SVP of Sales.

This position positively contributes to our company's culture by:

• Fostering an environment, including ways of working and behaviors, that is congruent with our mission, values, and success model.
• Facilitating organization-wide cohesion and keeping all functions aligned with the vision to be a premier company and deliver optimum customer experiences that, in turn, will support and drive revenue growth and profitability.
• Ensuring voice of the customer (VoC) and customer data and research are incorporated as a path to customer centricity.
• Redefining organizational metrics that reflect the entire customer journey to deliver experiences that create loyalty, growth and advocacy.

This position positively contributes to the company's leadership by:

• Actively participate as a member of the extended executive leadership team and be involved in the highest level of decision making.
• Investing significant effort in talent offense and aligning selection and development of customer experience teams mindsets and skillsets important to the future of our business.
• Ensuring everyone is working against the right priorities, receiving coaching and feedback to promote performance, and experiencing exciting opportunities for growth.
• Serving as a role model and champion for employee engagement retention.

Primary accountabilities for this position include:

• Lead a multi-faceted team, including customer service, post-sales operations and field service to facilitate ownership and oversight of commercial operations programs.
• Develop and deploy the commercial operations strategy, including characterization of strategic customer segments and implications for charters and roles throughout the business, and systematic collection and application of customer excellence insights for strategic advantage and growth.
• Coordinate the various roles associated with commercial operations throughout the organization, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
• Develop customer performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
• Develop and deploy systematic actioning on customer insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Tying together strategy and roles, supported by digital applications, tools, processes, and analytics. Define effectiveness and implement metrics that enable leaders to assess, train and evaluate customer experience (CX) teams accordingly.
• Developing and driving the execution of our CX effectiveness strategy and programs so that we consistently align to customer expectations and the needs of those working with our customers.

Qualifications

• Bachelor's degree required; MBA or advanced degree in appropriate discipline preferred.
• Minimum of 12 years of executive-facing sales and/or customer experience leadership.
• Minimum of 8 years of experience leading sales, or customer service teams.
• Experience identifying and translating customer experience insights and data into actionable strategy that drive profitable business growth.
• Ability to travel ~50%

Additional Information

This full time position offers a ~$230,000 - $250,000+ base salary + incentives + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play. Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.