Senior Vice President, Commercial Business Systems

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

📋 Description

• Oversee MSD’s global customer service, customer support, and field service divisions.

• Develop a long-term customer experience vision and strategy that aligns with commercial objectives.

• Revamp the complete customer journey across service, support, and field interactions.

• Update outdated processes and infrastructure with standardized, digital-first capabilities.

• Set customer experience standards, service levels, and metrics for satisfaction and loyalty.

• Guide organizational structure, staffing, and leadership succession across international operations.

• Enhance capabilities through training, tools, knowledge management, and quality management.

• Create and implement a data-driven commercial operating system.

• Foster continuous improvement and kaizen capabilities through structured problem-solving and measurable outcomes.

• Establish cadences for performance reviews, operational reviews, and escalations.

• Develop metrics, dashboards, and data foundations for fact-based management.

• Mentor leaders and teams to apply and maintain the operating system.

• Collaborate with Commercial Operations and IT on CRM, service management, case management, and knowledge platforms.

• Provide guidance on customer data standards and unified customer histories.

• Identify and advocate for platforms and automation that enhance speed, accuracy, and self-service options.

• Offer advice on forecasting, territory and quota design, pipeline management, and analytics.

• Ensure customer-facing processes comply with quality, data privacy, regulatory, complaint-handling, GxP, and 21 CFR Part 11 standards.

• Collaborate with IT, Finance, Legal, Quality, and Product Development on integration, risk, and audit readiness.

⛳️ Requirements

• Bachelor’s degree in business, life sciences, engineering, or a related discipline.

• At least 12 years of experience leading commercial organizations, including customer service, customer support, field service, marketing, or commercial operations.

• Minimum of 8 years in senior leadership roles.

• Proven experience in executing a rigorous business operating system, such as the Danaher Business System, Lean, or Six Sigma, within a commercial or customer-facing organization.

• Background in managing global, multi-site customer-facing operations within a life sciences, diagnostics, instrument, or technology company.

• Experience in defining a long-term customer experience strategy and constructing the business case for it.

• Proven leadership of field service organizations, including technician deployment, service delivery, and installed base management.

• Familiarity with quality management systems, complaint handling, and regulatory requirements in a regulated environment, including GxP and 21 CFR Part 11, as applicable.

• Experience with commercial systems, sales operations, and large-scale forecasting.

• Capable of building high-performing leadership teams across diverse geographies and cultures.

• Demonstrated ability to use data-driven management and kaizen methodologies to achieve sustained, measurable performance improvement.

• Working knowledge of service management, CRM, and customer data platforms, with experience integrating them with enterprise systems.

• Strong commercial insight and the ability to link customer experience and operational discipline with retention, growth, and revenue.

• Exceptional leadership abilities and a thorough understanding of staff management practices and processes.

• Proficient in establishing accountabilities and performance expectations to drive results.

• Confidence, integrity, strong interpersonal skills, and a professional executive presence.

• Ability to influence both internal and external stakeholders, facilitate meetings, and deliver public speaking presentations.

• Excellent business acumen, negotiation and mediation skills, attention to detail, and a focus on quality outcomes.

• Strong judgment and problem-solving capabilities.

• Outstanding oral and written communication skills.

• Ability to present to audiences of varying sizes.

• Capability to communicate and share information effectively, utilizing necessary equipment, and navigate the office environment.

• Meso Scale Diagnostics employs E-Verify to confirm work eligibility.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Prescription drug benefits.

• 401(k) plan with company matching contributions.

• Flexible spending accounts.

• Company-funded short- and long-term disability insurance.

• Group life and accidental death and dismemberment insurance.

• Paid vacation time.

• Paid sick leave.

• Paid holidays.

• Paid parental leave.

• Employee assistance program.

• Contribution towards fitness club memberships.

• Pet insurance options.

• Identity theft protection services.

• Discounts on home and auto insurance.

• Optional supplemental life insurance.

• Eligibility for discretionary or non-discretionary bonuses.