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About the Role

The Director, Commercial Operations is a senior leadership role responsible for shaping and executing the operational backbone of Optimizely’s commercial engine. This individual will own and evolve the end-to-end commercial operations function, spanning pricing governance, SKU lifecycle management, CPQ platform integrity, Deals and Renewals Desk leadership, and partner channel operations. Reporting into the VP of Revenue Operations, the Director will serve as a critical integrator across Sales, Finance, Customer Success, Product, and IT, ensuring that commercial systems, processes, and people are aligned to deliver predictable, scalable revenue outcomes.

Responsibilities

Own and govern the Commercial Release Framework, setting release classification standards and ensuring appropriate runway timelines are defined, communicated, and adhered to.
Serve as the primary integration point between Product, Finance, and Go-to-Market teams, translating commercial release plans into operational readiness requirements.
Guide and hold accountable downstream operational teams on release-specific impacts, ensuring teams are enabled, systems are updated, and exceptions are managed.
Drive cross-functional release governance, chairing or co-chairing commercial readiness reviews, maintaining the release planning framework, and escalating risks.
Define and own the commercial pricing operations framework, ensuring pricing accuracy, consistency, and compliance.
Partner with Finance and Sales leadership to develop, evolve, and govern pricing structures.
Establish and maintain a pricing governance model, including exception management, escalation pathways, and audit cadences.
Drive continuous improvement in pricing data quality, monitoring for anomalies and systemic compliance risks.
Hold strategic and operational ownership of the CPQ platform, including architecture, configuration, quality assurance, and roadmap alignment.
Serve as the senior escalation point and commercial authority for CPQ-related issues.
Govern UAT and change management processes for all CPQ enhancements, integrations, and releases.
Work cross-functionally with IT and system owners to drive CPQ continuous improvement.
Lead and own the product SKU catalogue strategy, ensuring data integrity and synchronisation across CPQ, CRM, NetSuite, and downstream billing systems.
Govern the full SKU lifecycle — from creation and launch through active management, deprecation, and deactivation.
Drive SKU rationalisation initiatives, reducing catalogue complexity while maintaining commercial flexibility and system stability.
Partner with Product, Finance, and IT to resolve systemic catalogue issues.
Lead the strategic and operational coordination of end-of-life product programmes for SKU Governance.
Define and enforce EOL governance standards for Pricing Operations, Desk and IT teams.
Provide consolidated leadership and direction for the Commercial Desk and Renewals Desk functions, owning team performance, operational standards, and strategic alignment.
Set and monitor SLAs, capacity frameworks, and quality benchmarks for Desk operations.
Develop scalable enablement programmes — including onboarding, training, and process documentation — to uplift Desk capability.
Serve as a senior commercial advisor on complex, high-value, or escalated deal and renewal scenarios.

Requirements

8+ years of progressive experience in commercial operations, revenue operations, or a closely related function.
At least 3 years in a senior or people-management capacity.
Demonstrated experience owning CPQ platforms (e.g. Salesforce CPQ, Apttus/Conga) and CRM systems at an operational and strategic level.
Proven track record of leading SKU governance, pricing operations, or product lifecycle programmes in a SaaS or technology business.
Strong cross-functional leadership experience, working across Sales, Finance, Product, IT, and Customer Success at pace.
Experience managing or consolidating operational teams (Deals Desk, Renewals Desk, or equivalent).
Exceptional analytical and systems-thinking capability.
Strong influencing and stakeholder management skills; comfortable operating at Director and VP level across functions.
High commercial acumen — able to connect operational decisions to revenue outcomes, margin impact, and customer experience.
Clear, structured communicator with the ability to translate operational complexity into executive-ready narratives and documentation.
Process-oriented and quality-driven, with a track record of building scalable frameworks and governance structures.

Skills

CPQ platforms (e.g. Salesforce CPQ, Apttus/Conga)
CRM systems
SKU governance
Pricing operations
Product lifecycle management
SaaS
Technology business
Cross-functional leadership
Sales
Finance
Product
IT
Customer Success
Operational team management
Analytical skills
Systems thinking
Influencing skills
Stakeholder management
Commercial acumen
Communication skills
Process orientation
Quality driven
Framework building
Governance structures

Location

Global

Work Type

Full-time

Experience Level

Senior
Director

Education Level

Bachelor’s degree in Business, Finance, Economics, or a related quantitative field.
MBA is a plus.

About the Company

At Optimizely, we're on a mission to help people unlock their digital potential by reinventing how marketing and product teams work to create and optimize digital experiences across all channels.
Optimizely One is an industry-first operating system for marketers, offering flexibility and choice with a fully SaaS, fully decoupled, and highly composable solution.
We help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands.
Recognized as a leader by industry analysts such as Gartner, Forrester, and IDC.
Our culture is dynamic and constantly evolving, shaped by every employee.
With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement.
We foster a culture where every voice is heard and valued.

Equal Opportunity

Optimizely is committed to a diverse and inclusive workplace.
Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.