Senior Director, AMR Commercial Operations
- Full-Time
- San Diego, CA
- Illumina
- Posted 3 years ago – Accepting applications
Job Description
Senior Director, AMR Commercial Operations
Incumbent leads the Commercial Operations function in the AMR region which represents one-half of Illumina’s total revenue. Commercial Operations includes approximately 80 employees encompassing: Revenue Operations (including Sales Operations, Service Operations, and Channel Operations); Customer Care; Training and Enablement; Data and Analytics; Quoting; and Process Excellence and Compliance and Commercial Technology.
Incumbent sets the strategic direction of the function to deliver on overall commercial objectives for the Region including financial and operational goals. Works to continually improve customer experience and revenue generation efficiency by driving operational excellence.
Directs the coordination of efforts with other commercial and commercial focused functions, including Sales, Regional Marketing, Service & Support, and other global Commercial and Strategy Operations functions to also support execution.
Develops regional strategy and strategic objectives aligned with global commercial imperatives. Leads the groups that execute that strategy.
Responsibilities
Leading Commercial Operations for the Region
- Develops the AMR Commercial Operations strategy, roadmap, and plans for execution. Works collaboratively to develop and implement strategies and goals that support the AMR Commercial organization; owns regional systems, processes and technology utilized to achieve them. Ultimately enables greater sales, marketing and service effectiveness, productivity and resource decision making
- Oversees regional revenue operations including all sales, channel, and service operations. Creates a tight link across these functions to tie directly to driving and supporting revenue and optimizing field organizations. Ensures synergies between these different operational organizations and a longer-term, more complete view in support of the revenue cycle
- Responsible for the direction, support, advocacy and inspiration of the Commercial Operations teams to meet all necessary targets and objectives. Motivates, empowers, and challenges direct reports to innovate, collaborate, and develop their teams
- Establishes quota setting and incentive planning in conjunction with the VP of Sales, and SVP & GM of AMR; Establishes processes for forecasting, pipeline management, territory and account management and related tools, processes and methodologies
- Ensures infrastructure is in place for sales enablement, including prospecting tools, opportunity management, quoting, standing agreement, large deal reviews, order processing and backlog management. Oversight of systems and technology utilized by the sales and support teams
- Builds a best-in-class organization that ensure the region can plan, adapt and respond to dynamic changes in the market environment. Ensures regional objectives are aligned with overall corporate objectives through coordination with corporate functions and in-line with other regions
- Oversees the regional data analytics function and ensures data driven insights are incorporated into decision making. Provides oversight for data quality and analytics for the region.
- Ensures that process excellence is embedded into how processes are development and improved. Ensures the regional commercial training function delivers programs targeted to regional needs and a learning roadmap
- Owns and manages organization level budget and resource allocation. Develops and manages annual business plan activities and related budget; Identifies and communicates needs of the Commercial Operations organization and effectively influences to achieve desired results
- D rives a best in class Customer Care experience for the customer. Develops & deploys strategies to support the customer directly and indirectly through the support of field sales and service teams. Ensures Customer Care processes are optimized, including order and backlog management, online customer ordering support, return orders, warranty contract management, instrument onboarding and varied service support workflow processes
- Places emphasis on Customer Experience and ensures Illumina’s commitment to customer satisfaction is performed, delivered, and constantly improved
- Ensures that Illumina’s values and culture are embraced and embodied by all members of the organization.
Contributing to the region strategy and advisement on regional programs, projects, and goals
- Identifies regional strategies to respond to nascent shifts in market conditions. Translates key market trends into strategic implications and works with other commercial leaders to translate observations into plans and actions that benefit our customers and Illumina overall
- Works collaboratively with the regional Commercials VPs to develop the annual region strategic plan and deploy those goals and objectives, strategies and tactics, and role and responsibility changes within the region (such as through the AMR Commercial Playbook)
- Collaborates with other AMR commercial leadership in the successful execution of cross-departmental initiatives; Partners closely with the Sales and Field Support teams by identifying and eliminating roadblocks that do not aid in the acquisition, satisfaction or retention of customers
- Provides feedback and proposals to regional and senior executive commercial management to assist leadership in setting commercial strategies and determining financial objectives.
Contributing to governance and collaboration across the organization
- Serves in a leadership role on the Commercial Strategy and Operations governance team. Represents the interests of the AMR commercial region and partner to ensure shared priorities are resourced and execution plans coordinated
- Ensures that achievement of regional objectives simultaneously satisfies key corporate objectives. Drives close collaboration with corporate level partners in primary functional areas of Finance, Marketing, Supply Chain, Product Development, and others. Uses intimate knowledge of Illumina’s matrix structure and to operate and positively influence within it
- Leverages unique insight gained from the sales, marketing and service teams to provide feedback and direction to project or development road maps for other departments (eg. Training, Operations, Finance, Legal, HR, etc). Serves to influence departments supporting the AMR Commercial org on the importance on focusing on customers, their experience and the revenue benefits of maximizing customer relationships
- Establishes a high level of partnership and alignment with other global and AMR commercial leaders to ensure coordination of activities and understanding of common goals.
Requirements
- 20+ years financial and operations roles, including 12 years of experience managing Commercial operations/support roles. Prior sales management or roles with responsibility for forecasting and delivering revenue strongly preferred. Technical/scientific industry experience also strongly preferred
- Able to build relationships at the highest levels and establish trust and rapport within all levels of the organization
- Ability to effectively communicate and influence internal and external stakeholders
- Maintains a high level of integrity and professionalism always
- Experience building and managing successful teams in dynamic environments while maintaining a positive and team-oriented work culture
- Experience understanding the complexities of guiding sales activity and goal achievement through incentives and balanced distribution of sales quotas due to the degree these determine regional and overall corporate success.
Education:
- Bachelor’s degree or equivalent in a science / technical or business field
- MBA degree or equivalent preferred.