Senior Commercial Operations & Analytics Lead

Allparts, Inc.; Northern (KY); Hybrid; USD 129,000 - 194,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401k with company match

Employee stock purchase plan

Job summary

Dorman Products is seeking a Sr. Manager, Commercial Operations to partner with Sales, Marketing, Product Management, Finance, Supply Chain, and Operations to drive automation and data insights while delivering a best-in-class customer experience.

You will lead the Customer Service team, establish service standards, and drive process improvements to support retention and growth; responsibilities include analytics, reporting, CRM systems management, and cross-functional process optimization.

Qualifications

• Advanced proficiency in Power BI, Excel, and data visualization tools.
• Experience with Salesforce, SAP or similar business systems.
• Strong understanding of reporting automation, database structures, and business intelligence methodologies.
• Ability to translate complex data into meaningful business insights and recommendations.
• Knowledge of customer service metrics, order management processes, and commercial operations best practices.

Responsibilities

• Lead the commercial operations function for the Heavy Duty business segment, ensuring alignment with strategic and financial objectives.
• Develop and implement operational processes that improve efficiency, consistency, and scalability across the commercial organization.
• Partner with business leaders to identify opportunities to enhance commercial performance through process optimization and technology solutions.
• Establish and maintain operational standards, governance, and key performance metrics.
• Lead the development and automation of commercial reporting, dashboards, and performance analytics.
• Design and maintain business intelligence tools that provide actionable insights for Sales, Customer Service, Product Management, and leadership teams.
• Eliminate manual reporting processes through automation and digital solutions.
• Identify trends and opportunities using customer, market, operational, and financial data.
• Drive data integrity initiatives to improve reporting accuracy and decision-making.
• Serve as the primary business owner for commercial reporting and performance measurement.
• Oversee administration, optimization, and continuous improvement of CRM and commercial technology platforms.
• Drive adoption and effective utilization of CRM tools across commercial teams.
• Partner with IT and business stakeholders on system enhancements, integrations, and process automation projects.
• Establish data governance standards and ensure compliance with reporting requirements.
• Lead and develop the Customer Service team, fostering a culture of responsiveness, accountability, and customer focus.
• Establish service level expectations and performance metrics aligned with customer and business requirements.
• Monitor and improve customer service performance, including responsiveness, order management, issue resolution, and customer satisfaction.
• Partner with Sales, Operations, and Supply Chain teams to proactively address customer needs and improve service delivery.
• Identify and implement process improvements that enhance both the customer and employee experience.
• Support key customer escalations and ensure timely resolution of critical issues.
• Develop and maintain KPIs, scorecards, and operational metrics that support business objectives.
• Support forecasting, sales planning, and business review processes through data analysis and reporting.
• Partner with Finance on revenue, profitability, and operational performance analyses.
• Provide recommendations to leadership based on trends, performance indicators, and business insights.
• Lead cross-functional process improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Standardize workflows and establish best practices across customer service and commercial operations.
• Drive organizational change initiatives related to business processes, systems, and performance management.
• Champion a culture of continuous improvement and operational excellence.
• Other duties as assigned

Skills

Power BI

Excel

Data visualization

Salesforce

SAP

Education

Bachelor’s Degree in Business, Finance, Supply Chain, Data Analytics, Marketing, Engineering or related field

Tools

CRM systems

ERP systems

Business Intelligence

Job description

Dorman Products is seeking a Sr. Manager, Commercial Operations to partner with Sales, Marketing, Product Management, Finance, Supply Chain, and Operations to drive automation and data insights while delivering a best-in-class customer experience.

You will lead the Customer Service team, establish service standards, and drive process improvements to support retention and growth; responsibilities include analytics, reporting, CRM systems management, and cross-functional process optimization.