Director, DSO Commercial Operations

Director, Commercial Operations

This position is based onsite and requires four days per week in the Brea office to support collaboration and business needs.

The Director, Commercial Operations defines and leads the commercial operating system for the DSO business and shares accountability for DSO growth, profitability, customer retention, and execution outcomes.

This commercially embedded leadership role is responsible for shaping business performance, field effectiveness, operational excellence, and enterprise execution across the DSO organization. The Director establishes the operating model that translates DSO strategy into disciplined execution through business planning, forecasting, performance management, enterprise account planning, analytics, field enablement, governance, and continuous improvement.

Partnering with Commercial Leadership, Strategic Account Managers (SAMs), OpCo leaders, and cross-functional executives, this leader sets the business rhythms, decision frameworks, performance standards, processes, tools, and insights required to accelerate growth, improve customer outcomes, and drive enterprise profitability.

The ideal candidate brings a unique combination of commercial acumen, analytical rigor, operational leadership, organizational capability building, and executive influence. This individual must be capable of leading through a matrixed environment, driving enterprise accountability across stakeholders, and translating complex business information into strategic decisions that improve performance at scale.

PRIMARY DUTIES AND RESPONSIBILITIES:

Business Performance & Operating System Leadership

• Define and evolve the long-term commercial operating model for the DSO business, establishing the governance, business rhythms, performance management frameworks, capabilities, and operating standards required to achieve strategic growth objectives
• Set the multi-year roadmap for DSO commercial operations capabilities, including business performance management, field effectiveness, analytics, customer intelligence, governance, and operating infrastructure
• Own executive-level business reporting and performance management processes, including Monthly Operating Reviews (MORs), Quarterly Operating Reviews (QORs), Commercial Operating Reviews (CORs), forecasting, KPI tracking, pipeline management, opportunity management, and risk management
• Establish DSO standard work, business rhythms, governance processes, operating procedures, decision rights, and performance visibility across the organization
• Lead leadership reviews, operating reviews, team meetings, executive updates, performance reviews, and accountability cadences that drive decision-making and follow-through
• Measure business performance against strategic priorities and hold stakeholders accountable for actions, commitments, and growth initiatives
• Serve as the enterprise owner for business execution discipline, ensuring visibility, alignment, accountability, and operating rigor across the DSO organization
• Drive enterprise-level decisions on operating priorities, resource focus, performance risks, and commercial execution gaps in partnership with senior leadership

Commercial Leadership & Field Enablement

• Partner with Commercial Leadership and Strategic Account Managers to define field execution priorities and drive growth across key DSO accounts
• Lead enterprise account planning, opportunity development, customer engagement strategy, and growth initiative execution across key DSO accounts
• Serve as a strategic advisor and capability builder for the SAM organization by strengthening account planning, executive engagement, business acumen, and strategic customer management practices
• Represent Commercial Operations in select customer engagements, executive meetings, planning sessions, and strategic business reviews to connect customer insight, business performance, and execution priorities
• Identify, codify, and scale best practices that improve customer retention, account penetration, revenue growth, and customer outcomes
• Establish enterprise tools, templates, training programs, and operating frameworks that strengthen commercial execution and field effectiveness
• Shape commercial talent capability by supporting role design, recruitment, onboarding, development, and long-term readiness of the commercial organization

Enterprise Account Planning & Customer Intelligence

• Own the enterprise account planning framework, governance process, reporting structure, and continuous improvement methodology as a core commercial operating capability
• Transform account plans into enterprise-level account intelligence, customer insights, growth opportunities, strategic actions, and risk mitigation plans
• Lead customer mapping, relationship intelligence, and customer roster management across key DSO accounts
• Define and maintain customer-facing analytics, templates, dashboards, and tools that support Quarterly Business Reviews (QBRs), executive customer conversations, strategic planning activities, and growth initiatives
• Align SAMs and OpCo DSO teams to ensure customer insights translate into actionable growth plans, measurable outcomes, and enterprise portfolio opportunities
• Continuously improve visibility into customer priorities, opportunities, risks, and engagement strategies across the DSO portfolio

Commercial Analytics & Performance Management

• Establish and continuously evolve a robust analytics framework that links business insights to commercial action, resource allocation, and enterprise decision-making
• Own dashboards, KPIs, reporting capabilities, and performance scorecards that support executive decision-making across the DSO business
• Translate data into strategic recommendations that influence customer strategy, resource allocation, business priorities, growth initiatives, and leadership decisions
• Ensure high levels of data integrity, reporting consistency, and system adoption across commercial platforms
• Drive executive visibility into revenue performance, retention, pipeline health, market share, customer engagement, strategic initiative progress, and commercial risks

Commercial Operations & Business Infrastructure

• Own commercial operations infrastructure, including CRM governance, forecasting, pipeline management, customer segmentation, and business reporting
• Build scalable systems, tools, workflows, governance mechanisms, and reporting capabilities that improve organizational effectiveness and enable growth
• Ensure leaders, SAMs, and OpCo partners have timely access to the information, analytics, operating support, and decision tools needed to make informed business decisions
• Establish and drive adoption of best practices and standard methodologies across the DSO organization
• Influence OpCos and functional teams to drive alignment, remove barriers, and ensure disciplined execution of enterprise priorities

Continuous Improvement & EBS Leadership

• Lead Envista Business System (EBS) adoption, Kaizen execution, and continuous improvement strategy across the DSO business
• Identify and prioritize opportunities to simplify processes, eliminate waste, improve reporting, and increase organizational effectiveness
• Define and implement scalable operating models, performance management practices, and business processes that support long-term growth
• Foster a culture of continuous improvement, accountability, problem-solving, and operational excellence.

Team Leadership & Organizational Development

• Build, lead, and develop a high-performing Commercial Operations organization that supports enterprise DSO growth, business performance, analytics, and field effectiveness
• Create a culture of accountability, collaboration, customer focus, continuous improvement, and enterprise operating discipline
• Provide coaching, feedback, career development, and performance management for team members
• Assess organizational capability needs and evolve team structure, resources, roles, and talent strategies as the DSO business grows and matures
• Develop future leaders and strengthen commercial operations, analytical, business performance, and field enablement capabilities across the organization
• Establish succession, capability-building, and talent development priorities for the Commercial Operations function to support future growth and organizational scalability

Organizational Scope

Current and future organizational scope may include:

• Commercial Operations Manager
• Data & Analytics Resources
• Customer Mapping and Account Intelligence Resources
• DSO Support and Field Enablement Resources
• Future Commercial Operations, Field Effectiveness, Analytics, and Business Performance roles

Job Requirements:

MINIMUM REQUIREMENTS:

• Bachelor's degree in Business, Finance, Economics, Marketing, or related field
• 12+ years of progressive experience in commercial operations, sales operations, business strategy, analytics, account management, or related leadership roles
• 10+ years of leadership experience building teams, managing talent, and influencing senior cross-functional stakeholders in a matrixed environment
• Advanced experience with MS Excel required; Tableau or Power BI is highly desired
• Dental or medical industry experience required; DSO experience strongly preferred
• Demonstrated success driving business performance, operational improvement, commercial effectiveness, organizational capability, and enterprise execution
• Experience leading through complex, matrixed organizations with multiple stakeholders, competing priorities, and executive-level decision-making requirements
• Experience building or scaling commercial operations functions, operating models, governance frameworks, or centers of excellence across a complex enterprise environment