Director of Commercial Operations

📋 Description

• Oversee the daily and strategic implementation of commercial operations within hospitality, multi-family, and various contract/project-based business sectors.

• Develop and execute scalable processes, standards, and operating rhythms that enhance execution, visibility, and accountability throughout the commercial organization.

• Create a robust operational framework that fosters revenue growth, customer satisfaction, and margin enhancement.

• Lead, mentor, and cultivate a team of 2–4 Commercial Project Specialists, establishing clear expectations, performance benchmarks, and development pathways.

• Manage commercial pipeline visibility and operational forecasting in close collaboration with sales leadership.

• Promote CRM discipline and ensure reporting accuracy, facilitating clear tracking of opportunities, project phases, timing adjustments, close probabilities, and fulfillment readiness.

• Convert pipeline and project data into actionable insights that guide business decisions, resource planning, prioritization, and risk management.

• Design and maintain dashboards, KPIs, and reporting tools that enhance leadership visibility into demand, conversion rates, execution, and operational performance.

• Collaborate cross-functionally with sales, sourcing, logistics, finance, customer experience, and other internal stakeholders to manage projects from specifications through fulfillment and installation.

• Supervise the operational execution of commercial projects, ensuring that customer requirements align with internal capabilities and delivery expectations.

• Identify and mitigate execution risks early, proactively managing project changes, lead times, dependencies, and operational constraints.

• Act as a senior escalation point for complex project issues, balancing customer satisfaction with sound business judgment.

• Develop and enhance fulfillment strategies that ensure a seamless customer experience while bolstering operational efficiency and profitability.

• Oversee quotation, ordering, invoicing coordination, delivery planning, and installation-related operational workflows.

• Serve as a strategic partner to clients and project teams, ensuring clear communication, timeline management, and confidence throughout the project lifecycle.

• Ensure operational readiness to accommodate varying project sizes, timelines, and customer requirements across the commercial sector.

• Assess current workflows, tools, and handoffs to pinpoint inefficiencies and opportunities for process enhancement.

• Establish best practices and process standards that elevate speed, quality, forecasting accuracy, and cross-functional collaboration.

• Bring a keen sense of commercial awareness and business intelligence to operational decision-making, with a solid understanding of how operational performance influences revenue, margins, and customer retention.

• Assist in quarterly and annual business planning through operational strategy, resource recommendations, and performance analysis.

⛳️ Requirements

• A minimum of 8 years of experience in project operations, commercial operations, project management, or related leadership positions in large-scale hospitality, multi-family, commercial interiors, or design-driven projects.

• Deep understanding of the hospitality design, multi-family, or commercial project ecosystem, including interactions with designers, developers, procurement teams, ownership groups, operators, and vendors.

• Demonstrated experience in leading operational execution for complex, multi-phase projects with significant customer visibility and cross-functional coordination.

• Experience in managing or mentoring teams in a dynamic, high-accountability environment.

• Strong expertise in forecasting, CRM management, pipeline reporting, fulfillment strategy, and process improvement.

• Advanced analytical skills with a strong command of spreadsheets, reporting tools, and CRM platforms such as Salesforce or similar systems.

• Excellent written and verbal communication skills, effective in presentations and cross-functional leadership settings.

• Strong executive presence with the ability to influence senior leaders, customers, vendors, and internal partners.

• Capability to work under pressure, manage competing priorities, and adapt swiftly in a dynamic environment.

• Willingness to travel up to 20%.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development