Director, DSO Commercial Operations

About this role

Job Description: JOB SUMMARY:  

This position is based onsite and requires four days per week in the Brea office to support collaboration and business needs.  

The Director, Commercial Operations defines and leads the commercial operating system for the DSO business and shares accountability for DSO growth, profitability, customer retention, and execution outcomes.  

This commercially embedded leadership role   is responsible for   shaping business performance, field effectiveness, operational excellence, and enterprise execution across the DSO organization. The Director   establishes   the operating model that translates DSO strategy into disciplined execution through business planning, forecasting, performance management, enterprise account planning, analytics, field enablement, governance, and continuous improvement.  

Partnering with Commercial Leadership, Strategic Account Managers (SAMs),   OpCo   leaders, and cross-functional executives, this leader sets the business rhythms, decision frameworks, performance standards, processes, tools, and insights   required   to accelerate growth, improve customer outcomes, and drive enterprise profitability.  

The ideal candidate brings a unique combination of commercial acumen, analytical rigor, operational leadership, organizational capability building, and executive influence. This individual must be capable of leading through a matrixed environment, driving enterprise accountability across stakeholders, and translating complex business information into strategic decisions that improve performance at scale.  

PRIMARY DUTIES AND RESPONSIBILITIES:  

Business Performance & Operating System Leadership  

• Define and evolve the long-term commercial operating model for the DSO business,   establishing   the governance, business rhythms, performance management frameworks, capabilities, and operating standards   required   to achieve strategic growth   objectives

• Set the multi-year roadmap for DSO commercial operations capabilities, including business performance management, field effectiveness, analytics, customer intelligence, governance, and operating infrastructure

• Own executive-level business reporting and performance management processes, including Monthly Operating Reviews (MORs), Quarterly Operating Reviews (QORs), Commercial Operating Reviews (CORs), forecasting, KPI tracking, pipeline management, opportunity management, and risk management

• Establish DSO standard work, business rhythms, governance processes, operating procedures, decision rights, and performance visibility across the organization

• Lead leadership reviews, operating reviews, team meetings, executive updates, performance reviews, and accountability cadences that drive decision-making and follow-through

• Measure business performance against strategic priorities and hold stakeholders accountable for actions, commitments, and growth initiatives

• Serve as the enterprise owner for business execution discipline, ensuring visibility, alignment, accountability, and operating rigor across the DSO organization

• Drive enterprise-level decisions on operating priorities, resource focus, performance risks, and commercial execution gaps in partnership with senior leadership

• Recommend: Drive enterprise-level decisions on operating priorities, resource focus, performance risks, and commercial execution gaps in partnership with senior leadership

  Commercial Leadership & Field Enablement  

• Partner with Commercial Leadership and Strategic Account Managers to define field execution priorities and drive growth across key DSO accounts

• Lead enterprise account planning, opportunity development, customer engagement strategy, and growth initiative execution across key DSO accounts

• Serve as a strategic advisor and capability builder for the SAM organization by strengthening account planning, executive engagement, business acumen, and strategic customer management practices

• Represent Commercial Operations in select customer engagements, executive meetings, planning sessions, and strategic business reviews to connect customer insight, business performance, and execution priorities

• Identify , codify, and scale best practices that improve customer retention, account penetration, revenue growth, and customer outcomes

• Establish enterprise tools, templates, training programs, and operating frameworks that strengthen commercial execution and field effectiveness

• Shape commercial talent capability by supporting role design, recruitment, onboarding, development, and long-term readiness of the commercial organization

  Enterprise Account Planning & Customer Intelligence  

• Own the enterprise account planning framework, governance process, reporting structure, and continuous improvement   methodology   as a core commercial operating capability

• Transform account plans into enterprise-level account intelligence, customer insights, growth opportunities, strategic actions, and risk mitigation plans

• Lead customer mapping, relationship intelligence, and customer roster management across key DSO accounts

• Define and   maintain   customer-facing analytics, templates, dashboards, and tools that support Quarterly Business Reviews (QBRs), executive customer conversations, strategic planning activities, and growth initiatives

• Align SAMs and   OpCo   DSO teams to ensure customer insights translate into actionable growth plans, measurable outcomes, and enterprise portfolio opportunities

• Continuously improve visibility into customer priorities, opportunities, risks, and engagement strategies across the DSO portfolio

  Commercial Analytics & Performance Management  

• Establish and continuously evolve a robust analytics framework that links business insights to commercial action, resource allocation, and enterprise decision-making

• Own dashboards, KPIs, reporting capabilities, and performance scorecards that support executive decision-making across the DSO

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