Director of Operations

Overview: 

The Director of Operations will be a pivotal part of our operations strategy and team. This position will develop and implement new operations processes in support of our sales and fulfillment process. They will be responsible for the original SOP creation for complex sales fulfillment as well as developing the strategic angle for fulfillment strategies with current and new products. The Director of Operations will work across several teams to manage sales fulfillment operations, providing the resources and tools necessary to support our overall business objectives and ensure our reputation as the best and most accessible partner in the industry. This is a senior-level position, and our ideal candidate has considerable professional experience in strategic operations roles, particularly with an emphasis on developing and implementing operational fulfillment of sales processes, leading teams, and fostering collective success. 

Responsibilities: 

• Oversee the Operations of sales fulfillment for Phase Scientific in the US 

• Create, implement, and sustain sales fulfillment processes and operations 

• Create, implement, and sustain new processes for sales operations 

• Create, implement, and sustain educating sales operators and teams on how best to utilize new tools and methods 

• Maintain a detailed understanding of existing sales operations processes and identify areas open to process improvement  

• Develop, implement and manage customer service processes and infrastructure 

• Directly assist teams developing high-value clients  

• Stays up to date on industry regulations, trends, and technology. 

• Addressing operational concerns and issues, monitoring overall customer satisfaction 

• Developing and implementing operational procedures and policies 

• Ability to communicate with others effectively 

• Ability to conduct research for special projects, respond timely inquiries, and present written/ oral briefings 

• Ability to work with details and time-sensitive issues 

• Good decision-making skills and response to high-pressure situations 

• Manage the generation and distribution of defined sales operational reports 

• Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met.  

Knowledge and Skill Requirements: 

• Bachelor's degree in business, finance, or a relevant field  

• 10 years of experience in operations and support of sales, including 5 years in a supervisory or leadership role  

• Thorough understanding of customer and vendor management platforms  

• Experience with eCommerce platforms and products 

• Strong communication and organizational skills 

• Knowledge of and details about medical devices, clinical testing services, professional/consumer products a plus 

• Knowledge of inventory management and ecommerce platform a plus 

• Knowledge of and experience with the medical device industry a plus