Commercial Operations Manager, Integrated OEM Solutions

Main Function
Reporting to the Associate Vice President of Supply Chain, the Commercial Operations Manager is responsible for overseeing operational deliverables to the customer base. This includes managing the customer S&OP process, customer demand management (forecast/sales order demand), contract review, open order reporting, and serving as the primary customer point of contact. The role functions as the first line of defense and escalation point for customer-related issues, while providing leadership and direct management of the Key Account Management and Customer Service teams.

Principal Duties / Responsibilities

Customer Operations & Demand Management

• Serve as the primary customer interface for operational matters, ensuring timely and accurate communication.



• Lead the customer S&OP process, aligning demand forecasts with supply capabilities.



• Oversee demand management, including sales order review, forecast validation, and order tracking.



• Ensure accurate and timely open order reporting to both internal stakeholders and external customers.



• Conduct contract reviews to ensure operational feasibility and compliance with company standards.



• Act as the escalation point for customer issues, resolving conflicts quickly to maintain service levels.

Sales Operations Management

• Oversee sales operations processes to ensure smooth and efficient execution of commercial activities.



• Manage the sales pipeline and provide insights, dashboards, and reports to support sales team performance.



• Partner with commercial leadership to ensure alignment between sales forecasts and supply chain capacity.



• Support customer account management through structured communication and operational excellence.

Leadership & People Management

• Manage, develop, and mentor direct reports, including Commercial Operations and Customer Service team members.



• Set clear performance objectives and ensure accountability for customer-facing deliverables.



• Foster a culture of high performance, continuous improvement, and customer-centric execution.



• Conduct regular coaching, performance reviews, and career development planning for team members.



• Ensure resource allocation, workload balance, and succession planning across the team.

Analytics & Reporting

• Analyze large datasets and translate information into actionable insights for decision-making.



• Develop and maintain KPIs to measure demand accuracy, order fulfillment, customer satisfaction, and overall commercial performance.



• Present regular updates to leadership regarding customer performance trends, risks, and opportunities.

Process Improvement & Compliance

• Identify and resolve complex operational and commercial issues impacting customer service.



• Drive continuous improvement initiatives in customer operations, demand planning, and sales support processes.



• Ensure compliance with FDA, ISO 13485, ISO 9001, and company quality standards in all customer-facing operations.



• Support system enhancements (e.g., ERP, CRM) to enable efficient commercial and operational workflows.

Required Knowledge, Skills, and Abilities

• Strong analytical skills with the ability to translate large datasets into actionable insights.



• Excellent communication and negotiation skills with clients, partners, and internal stakeholders.



• Proven leadership ability to manage direct reports, lead cross-functional teams, and drive initiatives.



• Advanced problem-solving skills with a focus on resolving customer and operational issues.



• Strategic thinker with the ability to balance long-term goals and day-to-day operational execution.



• Experience in demand planning, S&OP, sales operations, and customer relationship management.



• Proficiency in ERP (EPICOR preferred) and CRM systems.

Required / Preferred Education and Experience

• Bachelor’s degree in Business Administration, Supply Chain, or related field.



• Minimum of 5 years of experience in commercial operations, customer operations, or supply chain functions.



• Experience managing direct reports (Key Account Management and/or Customer Service teams required).



• Experience in the medical device industry strongly preferred.



• ASCM or related certification a plus.