Commercial Operations Leader

Position Overview

The Commercial Operations Leader role is responsible for steering operational activities to support the commercial business functions. Acting as the key operational contact between Sales, Customer Service, Field Support, Supply Chain, Quality, Finance, and third-party logistics, this role ensures smooth customer onboarding, readiness of commercial cases, deployment of capital equipment, and delivering an excellent customer experience. The leader advances operational excellence by managing nationwide case logistics, backing commercial initiatives, and driving continuous process improvements for scalable business growth.

Key Responsibilities

• Serve as the main contact for customer questions and issue escalations.
• Establish and sustain strong customer relationships with proactive communication and outstanding service.
• Provide timely status updates on orders, pricing, shipment deliveries, product availability, and case preparations.
• Drive resolution of complex customer concerns from the purchase order stage through case finalization.
• Assist with implementing new commercial initiatives such as pricing adjustments, contractual agreements, and sales workflows.
• Manage Return Material Authorizations, coordinate shipments of replacement and loaner equipment.
• Monitor serialized returned products in NetSuite through completion.
• Support inventory reconciliation and track product movements.
• Validate customer purchase orders by confirming pricing, quantities, lead times, revisions, and compliance with contracts.
• Create and process sales, transfer, and replacement orders along with other ERP entries.
• Schedule order shipments, ensuring accuracy and timely delivery coordination.
• Anticipate scheduling and inventory challenges by monitoring upcoming procedures.
• Work with third-party logistics partners nationwide to coordinate equipment deployment and product deliveries promptly.
• Develop and maintain Standard Operating Procedures (SOPs), work instructions, and operational documentation.
• Identify operational process improvements and recommend appropriate solutions.
• Keep customer records current across ERP and CRM platforms.
• Generate and maintain operational reports and performance dashboards.
• Ensure all documentation supports Quality Management System (QMS) and audit needs.

Qualifications

• Outstanding communication skills are essential.
• Strong analytical and problem-solving abilities, particularly in managing escalations.
• Well-organized with a talent for balancing multiple priorities effectively.
• Experience working with ERP and CRM systems, notably NetSuite.
• Proficient in Microsoft Office applications.
• Bachelor’s degree in Business, Communications, or a related discipline.
• Over ten years of professional experience in customer service, commercial operations, or medical device operations.

Work Environment

This is a full-time, on-site role located in Northwest Minneapolis, MN metropolitan area. The work setting is a standard office environment involving extended computer use.