Senior Director, Commercial Business Operations & Systems

Location:

In the Sleepy Hollow, NY Office 4 days a week

• Own the global strategy, architecture, and roadmap for the commercial organization's full customer facing colleague platforms - ensuring they are designed as an integrated, future-ready whole rather than a collection of point solutions.
• Serve as the organization's deepest functional expert on commercial facing colleague platforms and systems - including the distinct requirements of US and international markets - and ensure that expertise directly shapes strategy and investment decisions, not just their execution.
• Serve as the accountable leader for the health, evolution, and technical direction of these platforms and systems, making build-vs-buy, sequencing, and investment decisions that align to enterprise priorities.
• Own the long-term, 3-5 year platform and systems roadmap, bringing market-level insight (US and international) on emerging technology, regulatory nuance, and competitive dynamics that informs where the roadmap should go.
• Set standards and governance for platform architecture, data flows, and system interoperability across the commercial technology landscape.
• Manage and optimize the commercial technology investment portfolio, ensuring prioritization is transparent, sequenced, and grounded in market-level cases.

• Lead the strategic design and continuous reinvention of the core commercial processes that govern how field and customer-facing teams engage, plan, and implement - including planning, engagement, and performance-management workflows - bringing deep knowledge of requirements to ensure these processes work in practice, not just on paper.
• Establish global and regional process standards and operating models that balance enterprise consistency with the flexibility Business Units and individual markets need to compete effectively, serving as the primary voice for market-level requirements in how those standards are set.
• Identify structural opportunities to simplify, automate, or reimagine commercial processes, using platforms and AI to remove friction and elevate field and customer experience.
• Own the governance model that ensures platforms, systems, and processes evolve together as a coherent commercial operating model, rather than in silos.

• Serve as a chief strategic commercial partner and co-owner on the commercial customer facing colleague technology and process agenda across Business Units, IT, Compliance, and Training.
• Represent the platform and process strategy in senior governance forums, business reviews, and enterprise planning cycles, bringing the market and technical expertise needed to build consensus and secure investment.
• Bring an external and forward-looking perspective - informed by industry trends, competitor capabilities, and emerging technology across both US and international markets - to continually challenge and elevate the organization's commercial platform strategy.
• Build the argument for, and lead the change management around, major shifts in how the organization's commercial platforms and processes operate, partnering closely with training teams and ensuring end user capabilities and confidence in using these systems to meet customer needs and advance business priorities.

• Lead the global portfolio of commercial customer facing colleague platform and process initiatives, ensuring strategic coherence, appropriate sequencing, and disciplined execution across regions and Business Units.
• Partner with Enablement and Business Unit customers to ensure global platform and process strategy reflects real market-level needs and is adopted and adapted appropriately, without compromising enterprise scalability.
• Define the metrics and success framework used to evaluate platform and process performance, and hold the organization accountable to measurable business outcomes.

• Build, lead, and develop the Commercial Business Operations and Systems team - including a direct-reporting US Director and International Director - fostering a culture of critical thinking, accountability, and high performance.
• Ensure the US and International Director roles are structured so that market-specific requirements (regulatory, cultural, operational) are surfaced early and consistently into the broader strategy and roadmap, rather than treated as after-the-fact localization.
• Serve…