Director of Commercial Operations

About this role

The Opportunity
We're seeking a Director of Commercial Operations to serve as a right-hand to our Chief Commercial Officer and support the commercial team during this critical growth phase as we scale our commercial reach. This role requires a versatile, startup-experienced operator who can build and and then operate scalable infrastructure and processes across multiple functions—including sales, marketing, customer experience, and clinical implementation operations. This is a remote role.
This is not a traditional, siloed operations role. You'll be the connective tissue between strategy and execution, translating leadership’s vision into actionable processes while rolling up your sleeves to solve day-to-day operational challenges. If you thrive in ambiguity, excel at building from the ground up, and are energized by wearing multiple hats in service of our mission, this role is for you.
What You'll Do
Operational Leadership & Infrastructure Building

• Design, implement, maintain and scale operational processes across sales, marketing, customer success, commercial operations, and clinical implementation functions

• Establish clear frameworks, processes, KPIs, and operating rhythms that enable sustainable growth from early-stage to scaled operations

• Identify operational inefficiencies and proactively design solutions that improve team velocity, customer experience, and business outcomes

• Build the foundational infrastructure needed to support rapid scaling while maintaining quality and compliance in a regulated healthcare environment

• Support the Chief Commercial Officer with various ad-hoc projects, as needed

Commercial Operations

• Build and/or update and implement playbooks, processes, and enablement tools for customer-facing team

• Own processes related to pipeline funnel management and new clinic rollout prioritization, including lead tracking, stage assignment and movement, implementation sequencing, onboarding preparation and account management to drive increased velocity of launches and expansion of patients and services throughout account management post launch.

• Assess, optimize and maintain CRM to scale sales, CI and account management efficiently by uncovering additional features and automation possibilities to improve efficiency and enable efficient analysis and reporting includes the use of AI to facilitate capture, assignment and summary of all tasks and deliverables per clinic

• Oversee commercial logistics for remote monitoring device kits, including clinic inventory tracking, on-site inventory management, refill triggers, key clinic contact management, facilitate weekly logistics meetings

• Work with CCO to develop and deliver monthly clinic dashboards and performance reports, aggregating data from internal sources and interpreting trends and making recommendations for improvement

• Work with CCO to develop template, prepare and deliver clinic Quarterly Business Reviews (QBRs) to align on outcomes, surface insights, and drive continuous improvement

• Facilitate Clinic Monthly Claims Summary report review, packaging, distribution and management; manage invoice and billing inquiries

• Summarize and maintain reimbursement landscape data across Medicaid and commercial insurers, including CPT/billing code strategy, payer-specific requirements, and geographic coverage heat mapping

• With CCO and CEO, analyze clinic financial reports, monthly reimbursement summary reports and clinic documentation performance/gaps and prepare client feedback/guidance; develop clinic training programs/materials including a comprehensive reimbursement compliance guide to ensure accurate documentation and maximize clinic reimbursement opportunities.

Customer Experience & Success Operations

• Establish Key Account Health scorecard, monitoring, engagement cadences and proactive support systems to drive satisfaction, utilization, and outcomes

• With CCO and CI managers, collaborate on Key Account Management plan/activities supporting clinical, operational and financial viability of the Bloomlife program for each clinic.

• Design and operationalize Voice of Customer programs, translating feedback into actionable insights that inform product roadmap, feature prioritization and service delivery improvement

• Collaborate with Regulatory, Product and Software for customer complaint assessment and resolution and serve as key contact for clients interactions as needed

• Identify opportunities for continuous process improvement and manage its evolution, always striving for efficiency and a positive customer experience

Strategic Partnership & Cross-Functional Collaboration

• Serve as strategic thought partner to executive leadership on company priorities, resource allocation, and organizational design

• Foster strong, trust-based relationships across all levels of the organization to drive alignment, engagement, and mission-focused culture

• As needed, lead special projects and strategic initiatives critical to business growth, investor relations, and market expansion

• Prepare executive updates, board materials, and/or investor updates, distilling complex operational data into clear, actionable insights

Requirements
Required Experience & Qualifications

• 6-8+ years of progressive operations leadership, customer success, or commercial operations experience, with significant time in early-stage or high-growth startup environments

• Proven track record building and scaling processes from 0 to 100 – you've created infrastructure, playbooks, and operational systems in ambiguous, resource-constrained settings

• Healthcare, health tech, or life sciences experience strongly preferred, particularly in regulated environments (FDA, HIPAA, clinical operations)

• Cross-functional leadership success coordinating teams across Customer Service, Sales, Product, Engineering, Marketing, Sales, and Clinical functions

• Customer success and relationship management expertise in B2B and/or DTC…