Director of Commercial Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, implement, maintain, and scale operational processes across sales, marketing, customer success, commercial operations, and clinical implementation functions.

• Establish frameworks, processes, KPIs, and operating rhythms to foster sustainable growth.

• Identify operational inefficiencies and create solutions to enhance team velocity, customer experience, and business outcomes.

• Develop infrastructure for rapid scaling while ensuring quality and compliance in a regulated healthcare setting.

• Assist the Chief Commercial Officer with various ad-hoc projects.

• Create and execute playbooks, processes, and enablement tools for customer-facing teams.

• Manage pipeline funnel oversight and new clinic rollout prioritization, which includes lead tracking, stage movement, implementation sequencing, onboarding, and account management.

• Optimize and maintain the CRM, automation, AI-assisted task capture, assignment, summaries, analysis, and reporting functions.

• Oversee logistics for remote monitoring device kits, clinic inventory, refill triggers, clinic contacts, and weekly logistics meetings.

• Develop monthly clinic dashboards and performance reports in collaboration with the CCO.

• Prepare and present clinic Quarterly Business Reviews.

• Manage Clinic Monthly Claims Summary reviews, distribution, and billing inquiries.

• Maintain reimbursement landscape data across Medicaid and commercial insurers, including CPT/billing codes, payer requirements, and geographic coverage.

• Analyze clinic financial and reimbursement reports and identify documentation gaps; prepare client guidance and reimbursement compliance training materials.

• Establish account health scorecards, engagement cadences, and proactive support systems.

• Collaborate on Key Account Management plans that support clinic clinical, operational, and financial viability.

• Design Voice of Customer programs and convert feedback into product and service enhancements.

• Collaborate on customer complaint evaluations and resolutions with Regulatory, Product, and Software teams.

• Act as a strategic thought partner to executive leadership regarding priorities, resource allocation, and organizational design.

• Lead special projects and strategic initiatives around growth, investor relations, and market expansion.

• Prepare executive updates, board materials, and investor communications.

⛳️ Requirements

• 6–8+ years of progressive operations leadership, customer success, or commercial operations experience, including substantial early-stage or high-growth startup experience.

• Proven success in building and scaling processes from 0 to 100 in ambiguous, resource-constrained environments.

• Experience in healthcare, health tech, or life sciences is highly preferred, especially with FDA, HIPAA, or clinical operations experience.

• Cross-functional leadership experience coordinating Customer Service, Sales, Product, Engineering, Marketing, and Clinical teams.

• Expertise in customer success and relationship management in B2B and/or DTC contexts, with a focus on driving retention, expansion, and satisfaction.

• Project management experience managing complex, multi-stakeholder initiatives with competing priorities and tight deadlines.

• Proficient in optimizing and utilizing CRM platforms, developing reporting systems, defining KPIs, and leveraging analytics for strategic decision-making.

• Comfortable with technology and AI tools; possesses strong analytical, communication, and presentation skills.

• Familiarity with HubSpot, Intercom, Jira, Asana, Coda, Notion, Metabase, Looker, Tableau, Claude Code, workflow automation tools, Microsoft Suite, Google Workspace, Slack, and EMR systems.

• Nice to have: commercial experience in women’s health/OBGYN, C-suite operational support, remote patient monitoring, telehealth, connected medical devices, EMR integrations, HIPAA, SOC 2, reimbursement operations, and payer landscapes.

🏝️ Benefits

• Competitive market salary + stock options grant.

• Medical, dental, and vision coverage with various options, including 100% for employees and 50% for dependents.

• Unlimited PTO and sick days.

• 401(k) retirement plan.

• Parental leave: Maternity - 3 months full-time off or up to 6 months with partial work after 2 months; Paternity - 1 month full-time off or up to 3 months with partial work.

• 100% reimbursement for work-related conferences, classes, and books.

• Remote work flexibility.