Commercial Operations and Customer Support Manager

Our client, an innovative and growing medical technology company, is seeking a Commercial Operations and Customer Support Manager to establish and lead its customer support and commercial operations function. This individual will play a key role in supporting customers, sales personnel, and internal teams by ensuring efficient order processing, responsive customer communication, and scalable operational processes.

This position is ideal for someone who enjoys building new processes, improving operational efficiency, and working cross-functionally in a dynamic, high-growth environment.

Qualifications of the Commercial Operations and Customer Support Manager:

• Five or more years of experience in customer service, customer care, commercial operations, sales operations, order management, or a related function
• Experience with in medical device, life sciences, healthcare, diagnostics, or another regulated industry
• Demonstrated success in building or improving customer support and order management processes
• Working knowledge of customer service operations, inventory coordination, order fulfillment, and commercial support activities
• Experience utilizing ERP, CRM, order management, or customer support software
• Previous leadership or supervisory experience is preferred

Responsibilities of the Commercial Operations and Customer Support Manager:

• Develop and manage customer care and commercial support processes
• Serve as the primary point of contact for customer inquiries, order updates, shipment status, and post-order support
• Oversee order entry, processing, tracking, and fulfillment activities from receipt through delivery
• Coordinate closely with operations and distribution teams to ensure timely product fulfillment
• Partner with commercial leadership to support customer needs, field activities, and new account implementation
• Work with finance on customer setup, purchase orders, invoicing, pricing inquiries, and related administrative activities
• Collaborate with quality and regulatory teams to ensure customer support processes comply with applicable quality standards
• Create and maintain scalable workflows, standard operating procedures, reporting tools, and operational metrics
• Identify opportunities to improve processes and implement practical solutions
• Develop communication standards, escalation procedures, and customer service expectations
• Assist with future growth of the customer support organization, including hiring and mentoring team members

Occupational Code 11-1021 – General and Operations Managers