Director, Commercial Operations

HelpSystems LLC; Eden Prairie (MN); On-site; USD 125,000 - 165,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) enrollment

Flexible PTO

Tuition and personal enrichment reimb

ID Theft Protection Program

Job summary

Fortra is seeking a Director of Commercial Operations to design and scale the commercial operating model for its Power business. This leadership role drives revenue growth, customer retention, and operational excellence across the customer lifecycle.

You will own forecasting, governance, renewal operations, and performance reporting while partnering with Finance to align plans and budgets. A high-performing team and data-driven culture are essential.

Qualifications

• 10+ years in Commercial Operations or related fields.
• 5+ years leading managers and building teams.
• Experience scaling commercial operating models in software/SaaS/tech.
• Strong forecasting, analytics, BI, and performance management.
• Deep knowledge of CRM platforms and customer success tech.
• Ability to influence executives and drive cross-functional alignment.
• Experience with recurring revenue and retention models preferred.

Responsibilities

• Develop and execute the commercial operations strategy to drive growth and retention.
• Own end-to-end revenue operations including forecasting, pipeline governance, renewal operations, and reporting.
• Design and optimize customer lifecycle processes from onboarding through renewal and expansion.
• Develop executive dashboards, KPI frameworks, and performance analytics.
• Lead pricing governance, maintenance, and policy administration; seek automation where possible.
• Coach and develop a high-performing commercial operations team.

Skills

Forecasting

Revenue analytics

Leadership

Cross-functional collaboration

CRM systems

Strategic thinking

Stakeholder management

Data-driven decision making

Tools

CRM platforms

BI tools

Analytics tools

Job description

Whether you're an experienced professional or just getting started, your contributions matter at Fortra. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

The Director, Commercial Operations is responsible for developing, optimizing, and scaling the commercial operating model for Fortra's Power business. This leader serves as the operational backbone of the business, driving predictable revenue growth, customer retention, operational efficiency, and data-driven decision-making across the customer lifecycle. As a strategic advisor to the General Manager and leadership team, the Director, Commercial Operations ensures alignment between commercial objectives, customer experience, and operational execution while building a high-performing team focused on continuous improvement and operational excellence.

WHAT YOU'LL DO

• Commercial Strategy & Business Performance
  Develop and execute the commercial operations strategy in support of business growth, customer retention, and long-term scalability. Translate business priorities into measurable operational initiatives, governance processes, and performance metrics. Drive operational excellence initiatives that improve productivity, customer outcomes, and business performance.
• Revenue Operations & Forecasting
  Own the end-to-end revenue operations framework, including forecasting, pipeline governance, opportunity management, renewal operations, and performance reporting. Establish processes and controls that improve forecast accuracy and enable predictable recurring revenue growth. Partner with Finance on planning, budgeting, business reviews, and performance analysis. Ensure data integrity, governance, and process consistency across commercial systems and teams.
• Customer Lifecycle & Retention Operations
  Design and optimize customer lifecycle processes from onboarding through adoption, renewal, expansion, and retention. Establish customer health frameworks, retention metrics, renewal workflows, and churn reduction programs. Develop operational strategies that support revenue retention, customer growth, and expansion opportunities.
• Commercial Analytics & Reporting
  Develop and maintain executive dashboards, KPI frameworks, and business performance reporting. Deliver actionable insights on revenue performance, renewal trends, customer health, operational effectiveness, and business opportunities. Lead regular business reviews and performance assessments with senior leadership. Leverage analytics to identify growth opportunities, operational bottlenecks, and areas for continuous improvement.
• Process Optimization & Systems Management
  Lead optimization of quote-to-cash, renewal-to-renewal, and customer lifecycle processes to improve efficiency, scalability, and customer experience. Own pricing governance, pricing maintenance, and commercial policy administration. Evaluate and implement automation, workflow improvements, and system enhancements across the commercial organization. Ensure processes remain scalable, customer-centric, and aligned to business objectives.
• Cross-Functional Leadership
  Serve as a trusted advisor to leadership on commercial performance, operational risks, growth opportunities, and investment priorities. Partner closely with Sales, Marketing, Product Management, Services, Customer Success, Finance, and Corporate Operations to ensure alignment and execution. Lead, coach, and develop a high-performing operations team while fostering a culture of accountability, collaboration, and continuous improvement.

QUALIFICATIONS

• 10+ years of experience in Commercial Operations, Revenue Operations, Sales Operations, Customer Operations, Business Operations, or related functions.
• 5+ years of leadership experience managing managers and building high-performing teams.
• Demonstrated success developing and scaling commercial operating models in a software, SaaS, or technology environment.
• Strong expertise in forecasting, revenue planning, analytics, business intelligence, and operational performance management.
• Deep knowledge of CRM platforms, reporting and analytics tools, customer success technologies, and commercial business processes.
• Proven ability to influence executive stakeholders, drive cross-functional alignment, and lead organizational change.
• Strong strategic thinking, business acumen, analytical, communication, and problem-solving skills.
• Experience supporting recurring revenue, subscription, and customer retention business models preferred.

Compensation

125,000 USD - 165,000 USD

At Fortra, we're breaking the attack chain.

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.

As a full-time, exempt employee at Fortra, you'll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Flexible PTO policy
• Tuition and personal enrichment reimbursement
• Option to enroll in ID Theft Protection Program

At Fortra, work is only part of the story. Explore what Life at Fortra is all about, from perks that support holistic wellbeing to a culture that keeps you connected and empowered to make an impact beyond the job.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.