Head of Commercial Operations & Sales Excellence

Formica; Cincinnati (OH); On-site; USD 150,000 - 225,000; Full time

Job summary

Formica is seeking a Director of Commercial Operations to lead customer service and inside sales, driving sales efficiency, customer satisfaction, and data-driven growth. You will partner with Manufacturing, Marketing, and Finance to build systems, KPIs, and programs that support profitable expansion.

Reporting to the VP of Sales, you will shape the commercial tech stack, analytics, and sales processes, ensuring a 360-degree view of customers and strong alignment across the organization.

Qualifications

• Candidates should demonstrate ability to lead end-to-end commercial operations.
• Experience building KPI/SLA frameworks and customer experience programs.
• Proven track record in aligning sales, service, and operations for growth.

Responsibilities

• Lead customer service to drive high customer satisfaction and efficient overheads.
• Manage and develop the inside sales team in coordination with field sales and marketing.
• Oversee commercial tech stack selection, deployment, and governance (ERP, CRM, BI, CDP).
• Collaborate with IT/Analytics to produce actionable commercial dashboards and insights.
• Direct sales forecasting and contribute to S&OP and revenue planning.

Skills

Strategic Leadership

Sales Enablement

Data-Driven Decision Making

Cross-Functional Collaboration

People Management

Tools

CRM (CRM systems)

ERP

BI tools

CDP

Job description

Formica is seeking a Director of Commercial Operations to lead customer service and inside sales, driving sales efficiency, customer satisfaction, and data-driven growth. You will partner with Manufacturing, Marketing, and Finance to build systems, KPIs, and programs that support profitable expansion.

Reporting to the VP of Sales, you will shape the commercial tech stack, analytics, and sales processes, ensuring a 360-degree view of customers and strong alignment across the organization.