EMEAI Commercial Operations Director

Oxford Nanopore Technologies Ltd; Oxford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading biotechnology firm in Oxford seeks a Commercial Operations Director to enhance customer care and operational efficiency. This role involves overseeing the Customer Care team, managing end-to-end processes, and driving strategic improvements. Ideal candidates will have 10+ years in commercial operations and 5+ years in management. A BSc in Life Sciences and strong analytical skills are essential. The position offers full-time hours with an opportunity to make a significant impact on the company’s growth strategies.

Qualifications

• 10+ years in commercial operations, preferably in B2B.
• 5+ years of management experience.
• Proven track record supporting Sales and Customer Care.

Responsibilities

• Oversee the Customer Care team, managing communications.
• Drive operational excellence and commercial effectiveness.
• Use customer insights to improve experiences.

Skills

Customer Care Leadership

Analytical Skills

CRM Expertise

Cross-Functional Change

Education

BSc in Life Sciences

MBA or Postgraduate

Job description

Oxford Nanopore has developed a new generation of nanopore-based sensing technology for faster, information-rich, accessible and affordable molecular analysis. By enabling biological insights, we strive to improve life on Earth and beyond.

Director, Commercial Operations EMEAI

Reporting to the VP Commercial EMEAI, this role partners with the Commercial leadership team to deliver operational excellence and commercial efficiency within a life sciences organisation. You’ll drive an efficient regional E2E operating model, efficiencies, continuous improvement, strategic resourcing, and competency growth in commercial teams.

Act as the key link between customer-facing teams (Sales, Service & Support, Customer Care) and internal functions (Finance, IT, Product, Logistics, Supply Chain, Digital, Global Operations), translating strategy into scalable execution. Ensure commercial teams have compliant systems, high-quality data, and processes to drive sustainable growth, customer satisfaction, and long-term partnerships. Previous experience leading and transforming a customer care/service team is required, in addition to experience redefining the customer journey.

The Details..

Responsibilities:

Customer Care Focus:

• Oversee the Customer Care team, managing order management, renewals, contracts, and customer communications.
• Ensure smooth lead-to-cash and order-to-fulfilment processes, partnering with Supply Chain, Manufacturing, Logistics, and Finance.
• Champion a customer-obsessed mindsetacross all commercial operations.
• Use customer insights and data to identify friction points and drive continuous improvementinitiatives.
• Optimise workflows, SLAs, and escalation models for improved customer experience.

Other Responsibilities:

• Expand Commercial Operations in line with strategic plans.
• Translate growth strategy into operational plans and execution frameworks.
• Align Sales, Service & Support, and Customer Care for flawless customer experience.
• Define and track KPIs, dashboards, and performance measures.
• Oversee Commercial Analysts to improve processes from lead-to-cash and order-to-fulfilment.
• Own tools for forecasting, pipeline management, territory design, quota setting, and incentive plans.
• Ensure CRM effectiveness and data quality.
• Lead Tender Specialist team for efficient tender responses.
• Build and develop high-performing teams and influence senior stakeholders.

What We're Looking For…

Qualifications:

• BSc (preferably Life Sciences), MBA or Postgraduate preferred.
• 10+ yearsin commercial operations, sales/revenue operations in complex B2B.
• 5+ yearsof management experience.
• Proven track record supporting Sales and Customer Care.
• Strong analytical skills, CRM expertise, and experience driving cross-functional change.
• Background in technical/scientific or regulated industry is desirable.
• Strategic thinker with operational execution skills and a customer-centric mindset.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

Job Info

• Job Identification 2996
• Job Category Commercial
• Job Schedule Full time
• Locations Oxford Science Park, OXFORD, OX4 4DQ, GB Chesterford Research park, Cambridge, CB10 1XL, GB