[Remote] Director, Commercial Operations

Note: The job is a remote job and is open to candidates in USA. Cleveland Diagnostics (CDx) is a fast-growing biotechnology company focused on developing next-generation diagnostic platforms for complex diseases. The Director of Commercial Operations will build and scale infrastructure to support commercial operations, product launches, and sales growth, while providing data-driven insights to elevate commercial performance.

Responsibilities

• Coordinate & rationalize multiple systems currently in place (electronic and others), establish and track KPIs, early indicators of future risk and opportunity, and provide performance dashboards to efficiently manage the business
• Provide detailed analysis of all commercial aspects of our business, generate and provide strategic insight, and reduce those findings to presentation decks highlighting key findings as needed
• Assist Sales in optimizing territory structure and collaborate with Marketing to develop impactful go-to-market strategies and incentives
• Establish systems to track issues and opportunities to grow current accounts, identify new opportunities, unearth trends to early-identify issues and opportunities, and help us scale and sustain
• Work with Sales and Marketing to tighten channel and segmentation intelligence and go-forward planning
• Work closely with Marketing on all metrics and lead generation
• Work closely with Client Operations to ensure customer success
• Alongside other leaders in CDx Sales and Marketing, inform go-to-market strategies, provide data-driven insights, and generally elevate commercial performance across the board with process optimizations and while working collaboratively and cross-functionally
• Ensure data integrity, system adoption, and standardized usage thereof among the CDx Sales team
• Refine, implement, and maintain the current enterprise CRM system (e.g., Salesforce.com), including account hierarchy, segmentation, and channel structure (e.g. LDT vs. IVD vs. send-out), and manage target customer databases
• Ensure seamless and hygienic data flows between CRM, ERP, and laboratory information management systems (LIMS)
• As part of this role, must be able to convert our current CRM tracking systems into actionable business decision tools
• Establish and enforce pipeline stages, opportunities, and lead routing rules
• Design and track key performance indicators (KPIs) via automated dashboards and establish and manage reporting cadence for each (e.g., weekly, monthly, quarterly)
• Working closely with Marketing, Sales, and Finance, this person will play a central role in the annual and quarterly commercial forecasting and demand planning (e.g., S&OP) processes for both the Lab Services and Kit businesses at CDx
• Deliver data-driven insights on sales pipeline health and conversion rates
• Working closely with CDx Sales, this person will refine, calculate, and assist with the administration of CDx’s sales incentive compensation and commission plans
• Partner with Finance to track commercial budgets and product gross margins
• Build the customer onboarding, contracting, and order processing workflows
• Manage the commercial contracting process with labs and other third-party institutions running CDx tests
• Coordinate with CDx Finance to maintain and monitor pricing and contract compliance and performance
• Coordinate with CDx Operations / Supply Chain personnel to ensure seamless product delivery and fulfillment

Skills

• 8-10 years in commercial operations, sales operations, or business analytics
• Experience supporting multi-product and multi-channel commercial models
• Bachelor's degree or advanced degree in related field
• Proven success in life sciences, medical devices, or diagnostics
• Track record of building the commercial operations infrastructure from scratch
• Proven ability to work collaboratively and cross-functionally
• Advanced administrator-level knowledge of Salesforce and equivalent CRM platforms
• Exceptional proficiency in Excel and data visualization tools
• Advanced degree such as MBA
• Direct experience with sophisticated diagnostics, particularly in oncology or other complex diseases
• Field sales experience a plus

Benefits

• 100% Employer-paid medical for single coverage effective on your date of hire and 50% employer-paid medical for spouse/dependent coverage
• 100% Employer-paid Dental & Vision for entire family
• No cost for employee coverage for Group Term Life, Short & Long Term Disability
• 4% retirement contribution Employer match
• Incentive Performance Plan & Stock Option Program & Commission (Sales Account Execs)
• Paid Family Leave Program
• Generous PTO plan & holiday program
• Flexible work schedule & lucrative employee referral program
• Salary range may vary by work state/geographical region/territory
• Easy to get to office location with newly built-out office space
• Free coffee, snacks and other goodies all day long

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