Senior Manager of Commercial Operations Job Description Template

The Sr. Manager of Commercial Operations will lead the customer service, field operations, market access, customer experience and inside sales support for the Diagnostics commercial business.

typical roles and responsibilities for Senior Manager of Commercial Operations

• Responsible for customer support operations, including lean process opportunities to improve customer issue resolution time, increase internal operational capacity, and provide greater field representative coverage for urgent needs
• Develop and implement web-based customer facing solutions and improvements – both patients and physicians/offices. This includes all aspects including web-based interfaces, ordering, streamline issue resolution, status updates for in-progress samples in the lab, error reduction, and reporting/resulting
• Develop a yearly roadmap of critical goals and activities for the customer support, field operations, and inside sales team; monitor progress and identify additional programs as appropriate
• Improve and optimize the customer experience and their interactions with company including web-based interfaces
• Develop programs to capture customer and field feedback and monitor/report on findings and opportunities/areas for improvement
• Responsible for identifying areas for cost reduction in personnel expense, field materials operating expense, materials and sample shipping expense, and other areas as appropriate
• Coordinate with laboratory, marketing, IT, customer service, field operations, and billing in the implementation of new partnerships. Identify global opportunities to enhance product service delivery and customer experience
• Work with leadership to develop programs to help improve account-level and overall profitability
• Develop commercial operations metrics to review with executive team and ensure transparency in current processes, identify areas for opportunity and cost savings, and provide updates on ongoing projects and status/completion
• LIS data resolution to ensure that both systems align in regards to account/provider information
• Responsible for managing and expanding the market access footprint of company to enable further customer convenience and volume
  Assist with the commercial launches of products

Requirements for Senior Manager of Commercial Operations – Life Sciences

• Bachelor’s degree in Biological Science or a related field, MBA preferred
• 8+ years of relevant experience in marketing, finance, operational and/or consulting in the molecular diagnostic, biopharma and/or life science sector preferred
• 5+ years in commercial sales analytics and/or operations in the LDT, Mdx or pharmaceutical industry desired
• 3 year + experience in managed markets or billing, preferred
• Demonstrated understanding of financial principles and their application to the commercial market
• Highly proficient with all Microsoft Office applications and advanced database analytics applications