Job Overview
The Director of Commercial Operations provides commercial and operational leadership across multiple branch locations within an assigned region. This role develops and executes a consistent, customer-focused sales strategy, strengthens sales capabilities, manages strategic customer relationships, and coaches branch and sales leaders to drive profitable growth. The position holds branch leadership accountable for customer experience, financial performance, employee development, and operational execution while promoting consistency, best practices, and sustainable performance across the region.
Core Functions
- Regional Customer Experience and Strategic Relationships
- Serve as a senior commercial representative for key, strategic, and high-value customers, building strong relationships to understand needs, identify growth opportunities, and strengthen long-term partnerships.
- Support branch and sales leaders in resolving complex customer issues and developing solutions that balance customer and business needs.
- Monitor customer, market, and competitive trends to identify opportunities for growth and improved service.
- Sales Strategy and Process Development
- Develop and execute regional sales strategies aligned with organizational goals, market opportunities, and customer needs.
- Establish consistent sales processes, tools, customer service expectations, and operating rhythms across assigned locations.
- Coach branch and sales leaders on prospecting, account development, retention, pipeline management, and sales execution.
- Develop and administer training for all sales personnel.
- Partner with sales, marketing, product, and other commercial teams to align regional execution with broader company strategies.
- Operational Leadership
- Establish clear operating expectations and hold branch leaders accountable for consistent execution, company standards, and strategic priorities.
- Evaluate branch performance, identify operational gaps, and lead action plans to improve results while accounting for individual market needs.
- Partner with functional leaders to address inventory, staffing, service, facilities, safety, and other needs impacting branch performance.
- Financial and Commercial Performance
- Drive regional performance against revenue, gross margin, operating income, and other established financial and commercial targets.
- Analyze branch and regional performance to identify trends, gaps, and opportunities and lead corrective actions as needed.
- Partner with branch leaders on budgets, forecasts, sales plans, and performance improvement strategies.
- Evaluate pricing, customer profitability, sales mix, operating expenses, and other commercial drivers to improve profitability.
- Leadership and Team Development
- Sets vision for their area and aligns their team to produce profitable business results and achieve high performance.
- Models HTI’s leadership principles through behavioral and technical skills.
- Act as a company representative by leading change, communicating proactively and regularly setting and holding others accountable to goals and expectations.
- Critically think through decisions to maximize impact.
- Ensure operations are run effectively through delegation, resource utilization, and budget management.
- Safeguard the company through incident and conflict management.
- Participate in and help manage the full employee life cycle.
- Retain employees by engaging them, appreciating them, and building a positive team culture.
- Develop employees’ performance through coaching and feedback to foster a positive career path for them.
Competencies and Qualifications
- 8+ years of progressive experience in sales, commercial operations, or branch operations OR a Bachelor’s degree in Business Administration, Sales, Operations, or a related field preferred.
- 5+ years of experience leading teams and/or multi-location operations preferred.
- Demonstrated experience developing and executing sales strategies, improving sales processes, and managing strategic customer relationships.
- Proven ability to coach and develop leaders and sales professionals and drive results through others.
- Strong financial acumen with experience managing revenue, gross margin, operating income, budgets, and other key business performance measures.
- Strong analytical, problem-solving, and decision-making skills with the ability to navigate complex commercial and operational situations.
- Ability to build relationships and influence effectively across functions and levels of the organization.
- Strong communication, presentation, and negotiation skills, with the ability to communicate clearly, respectfully, and transparently.
- Demonstrates accountability, adaptability, attention to detail, and commitment to high-quality results.
- Leads with an appropriate balance of direction, support, and empowerment.
Physical Requirements
- Must be able to lift/carry 50 lbs. infrequently.
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to travel regularly throughout the assigned region and to customer locations as business needs require.
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