Director, Commercial Operations

Introduction

The Director, Commercial Operations is a senior leadership role responsible for shaping and executing the operational backbone of Optimizely’s commercial engine. This individual will own and evolve the end-to-end commercial operations function — spanning pricing governance, SKU lifecycle management, CPQ platform integrity, Deals and Renewals Desk leadership, and partner channel operations. Reporting into the VP of Revenue Operations, the Director will serve as a critical integrator across Sales, Finance, Customer Success, Product, and IT, ensuring that commercial systems, processes, and people are aligned to deliver predictable, scalable revenue outcomes.

Commercial Releases

• Own and govern the Commercial Release Framework, setting release classification standards (where Pricing & Packaging impact) and ensuring appropriate runway timelines are defined, communicated, and adhered to across all commercial launches.
• Serve as the primary integration point between Product, Finance, and Go-to-Market teams, translating commercial release plans into operational readiness requirements for CPQ, SKU governance, billing, and Deals Desk execution.
• Guide and hold accountable downstream operational teams — including the Commercial Desk, Renewals Desk, and Reseller operations — on release-specific impacts, ensuring teams are enabled, systems are updated, and exceptions are managed ahead of go‑live.
• Drive cross-functional release governance, chairing or co-chairing commercial readiness reviews, maintaining the release planning framework, and escalating risks where runway, system integrity, or stakeholder alignment is at risk prior to launch.

Pricing Operations & Governance

• Define and own the commercial pricing operations framework, ensuring pricing accuracy, consistency, and compliance across all systems and channels.
• Partner with Finance and Sales leadership to develop, evolve, and govern pricing structures in support of go-to-market strategy.
• Establish and maintain a pricing governance model, including exception management, escalation pathways, and audit cadences.
• Drive continuous improvement in pricing data quality, monitoring for anomalies and systemic compliance risks.

CPQ (Configure, Price, Quote) Ownership

• Hold strategic and operational ownership of the CPQ platform, including architecture, configuration, quality assurance, and roadmap alignment.
• Serve as the senior escalation point and commercial authority for CPQ‑related issues raised by field sales, Deals Desk, and partner teams.
• Govern UAT and change management processes for all CPQ enhancements, integrations, and releases.
• Work cross-functionally with IT and system owners to drive CPQ continuous improvement, ensuring the platform scales with business growth.

SKU Governance & Catalogue Management

• Lead and own the product SKU catalogue strategy, ensuring data integrity and synchronisation across CPQ, CRM, Net Suite, and downstream billing systems.
• Govern the full SKU lifecycle — from creation and launch through active management, deprecation, and deactivation — with clear policies, documentation, and cross-functional communication.
• Drive SKU rationalisation initiatives, reducing catalogue complexity while maintaining commercial flexibility and system stability.
• Partner with Product, Finance, and IT to resolve systemic catalogue issues, including renewal logic, auto‑provisioner alignment, and sync failures between platforms.

End-of-Life (EOL) Product Management

• Lead the strategic and operational coordination of end-of-life product programmes for SKU Governance.
• Define and enforce EOL governance standards for Pricing Operations, Desk and IT teams.

Commercial Desk Leadership (Deals & Renewals)

• Provide consolidated leadership and direction for the Commercial Desk and Renewals Desk functions, owning team performance, operational standards, and strategic alignment.
• Set and monitor SLAs, capacity frameworks, and quality benchmarks for Desk operations, ensuring consistent commercial delivery.
• Develop scalable enablement programmes — including onboarding, training, and process documentation — to uplift Desk capability and reduce operational…