Head of Commercial Operations; ETS

The Role:

The Head of Commercial Operations is responsible for strengthening commercial execution across the business by integrating customer demand, contract risk, delivery performance, programme tracking, and revenue recognition disciplines. The role provides governance, insight, and operational leadership to ensure:

• Customer commitments/expectations are clearly understood across the wider business.
• Performance against above expectations are measured, and actions plans are implemented.
• Commercial and contractual risks are proactively managed.
• Large orders and contracts are delivered with discipline and visibility.
• Financial outcomes are predictable and controlled.

This commercial role will collaborate with Operations & Supply Chain, Finance, Legal and PMO functions. Establishing/influencing consistent commercial processes, performance metrics, and governance routines that connect customer expectations, internal delivery capability, contractual obligations and financial performance.

Alignment of Commercial Expectations with Operations & Supply Chain, Finance, Legal, and PMO. Ensuring clear translation of customer expectations into delivery plans and joined‑up decision‑making across the order lifecycle through S&OP and Demand Visibility.

• Embed customer requirements into robust S&OP processes
• Ensure forecasting assumptions and delivery commitments are aligned across Commercial and Supply functions
• Surface and escalates risks, gaps, and constraints early

• Establish governance over open and future orders; identifying and monitoring commercial risk, contractual exposure and delivery/supply risks.
• Implement clear escalation and recovery/mitigation frameworks.

• Own tracking of major contracts and programmes
• Ensure visibility of:
  • Key Milestones / Invoicing deliverables
  • Internal & External Dependencies
  • Risks (RAID) & Action Plans
  • Financial impact analysis and forecasting.
• Drive disciplined execution through structured PMO engagement.

• Partner with Finance to ensure compliant revenue recognition.
• Align operational delivery with performance obligations, milestone evidence & contract terms.

Delivery Performance

• Track performance vs customer commitments
• Identify root causes of delays or underperformance
• Ensure corrective actions are owned and delivered

• Monitor customer health (retention, churn, share‑of‑wallet)
• Identify grey‑space and white‑space opportunities
• Feed insights into commercial and supply prioritisation

• Support resolution of commercial and contractual disputes
• Coordinate across Legal, Finance, and Commercial teams
• Ensure structured tracking and resolution

• Standardise engagement processes with key customers
• Ensure preparation, follow‑up, and accountability
• Capture insight systematically to inform decisions

• Act as a trusted partner to senior commercial and operational leaders, bringing structure, discipline, and challenge to decision‑making to drive a culture of transparency, ownership and proactive risk management.
• Build governance packs, dashboards, and operating rhythms for leadership
• Lead continuous improvement of commercial operations processes

• Strong background in:
  Commercial operations, Programme/contract management & Finance/Business operations.
• Proven track record operating in a complex B2B, contract‑led environment.
• Deep understanding of:
  Order lifecycle management, Contract risk & Delivery performance.
• Working knowledge of IFRS 15 revenue recognition.
• Strong stakeholder management, analytical capability & executive.
• Experience in building communication cadence, governance frameworks & performance reporting.

• Improved visibility and control of order and contract risk.
• Strong alignment between: customer demand, S&OP & Delivery execution.
• Disciplined tracking of large contracts and programmes.
• Reduction in commercial surprises and reactive firefighting.
• Improved delivery performance insight and execution.
• Consistent and effective customer engagement processes.

At Chromalox, we are not just an employer but a champion of equal opportunities and inclusivity. We are dedicated to fostering a workplace that adheres to the highest hiring standards and is free from discrimination and harassment.

Chromalox is an equal opportunity employer; our commitment extends to all aspects of employment, ensuring that no individual is mistreated or discriminated against based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as defined by federal, state, or local laws.