The Director of Business Optimization & Operational Excellence will play a pivotal role in transforming commercial operations into a highly efficient, value-impacting engine. Reporting directly to the VP of Operational Excellence, this role is tasked with managing the Business Optimization team driving the end-to-end Customer Journey process improvement, strengthening commercial and commercial operations execution, and enabling sustainable business growth.

Responsibilities

Process Mapping, Streamlining & Lean Optimization

• Map existing end-to-end commercial operations, creating comprehensive As-Is process maps, standard operating procedures, and To-Be future-state designs.
• Apply Lean, Six Sigma, and Kaizen methodologies to identify operational bottlenecks, redundancies, waste, and friction points across departments.
• Redesign Lead to Cash workflows to reduce cycle times, minimize error rates, eliminate rework, and enhance overall service delivery quality.
• Partner with marketing, sales and sales operations to design, evaluate, and refine automated lead journeys that nurture prospects and generate high-intent sales leads.

Salesforce CRM Maximization & Commercial Enablement

• Serve as the primary business bridge between commercial teams and Salesforce administrators to enhance user adoption, workflow automation, lead-to-cash process efficiency, and pipeline management.
• Streamline sales workflows, lead routing, opportunity tracking, and CPQ (Configure, Price, Quote) integration to remove administrative burden from sales.
• Manage the implementation of digital adoption training tools (WalkMe).

Process Innovation, Digital Transformation & Automation

• Identify and champion innovative technology solutions, including Robotic Process Automation (RPA), AI-driven workflows, smart forms, and document management automation.
• Modernize manual, e-mail based, paper-based, or spreadsheet-heavy tasks across commercial and support operations into automated digital tools.

Cross-Functional Support Team Operational Efficiency

• Drive operational excellence across Customer Service, Contract Support, and Sales Coordinator teams to align service metrics with commercial growth objectives.
• Enhance ticket resolution workflows, order management, and inquiry handling to improve Customer Satisfaction (CSAT) and key SLA performance.

Requirements

• 12+ years of progressive professional experience in business operations, management consulting, or commercial operational excellence.
• 4-5+ years of direct people management, with proven success leading optimization or continuous improvement teams.
• Lean Six Sigma Green Belt or Black Belt certification strongly preferred.
• Proven experience optimizing Salesforce CRM from a business/operational perspective (Salesforce Administrator certification or deep business architecture experience is a strong plus).

Skills & Technical Proficiencies

• Advanced proficiency in Visio, Lucidchart, Signavio, or similar workflow mapping platforms.
• Deep understanding of Salesforce functionality, pipeline hygiene, reports/dashboards, and automated commercial workflows.
• Strong stakeholder management skills with a demonstrated ability to influence cross-functional leaders and drive change adoption without direct line authority.

Benefits

• Comprehensive Insurance & Retirement plans
• Paid Time Off and Leaves
• Education Benefits
• Family Care Benefits
• Career Growth Programs
• Access to Dow Jones Products
• Employee Referral Program
• Employee Well-being Support & Fitness Programs
• Financial Health Programs
• Cybersecurity Protection

Job Data by YubHub.