Director of Commercial Operations – Americas
Location: Grand Rapids, MI or Trevose, PA
The Director of Commercial Operations will work closely with Sales Directors and cross‑functional partners including Marketing, Procurement, Operations, Planning, Pricing, Global Engineering, and Finance to lead the support functions of the Americas Commercial organization.
This role provides senior leadership across customer care, change management, commercial engineering, and contract management. The primary objective is to accelerate revenue growth and reduce customer attrition. Secondary objectives include improving order accuracy, advocating for OTIF performance, optimizing the order‑to‑cash process, and driving CRM adoption.
The Director of Commercial Operations applies analytical, problem‑solving, and customer‑focused leadership to streamline Oliver’s customer experience. This role also assists in driving CRM and ERP strategy, including identifying enhancements, increasing adoption, and ensuring compliance and ease of use.
This position reports to the Executive Vice President, Americas, and serves as a senior coordinating voice across manufacturing, procurement, planning, quality, and sales teams in the region.
Primary Responsibilities
- Participate in commercial strategy and regional leadership meetings; provide updates on metrics and key initiatives impacting revenue and service
- Establish and lead continuous improvement initiatives addressing commercial and service‑related issues
- Lead a regional Customer Care organization responsible for daily transactions and order fulfillment
- Coordinate internal activities to support commercial contract negotiation, process improvement, legal review, and operational adherence
- Provide senior direction on customer‑facing change management and associated communications
- Support commercial engineering and customer project management in partnership with Quality and Engineering, in alignment with ISO 13485 requirements
- Drive a culture of reporting and analytics to support data‑driven decision‑making
- Partner with Sales and Pricing to develop commercial proposals that achieve mutually beneficial outcomes
- Review, establish, and optimize customer programs such as Vendor Managed Inventory (VMI) and customer portal initiatives
Basic Qualifications
- 12+ years of experience in Commercial Operations, Customer Service, Business Planning, or a related field
- Proven leadership experience with the ability to align teams around a shared vision
- Strong analytical, problem‑solving, and communication skills
- Experience working cross‑functionally in a fast‑paced, matrixed environment
- Experience using CRM and ERP systems in a manufactured‑goods environment
Preferred Qualifications
- MBA or equivalent business experience
- Experience with Microsoft Dynamics
- Experience with SAP S/4HANA and Order‑to‑Cash processes