Director of Commercial Operations

About the Role

We are looking for a Director of Commercial Operations to act as the key partner to our Chief Commercial Officer, supporting the commercial team as we expand our market presence. This remote position requires a versatile operator with experience in startup environments, capable of developing and managing scalable infrastructure and processes across multiple departments like sales, marketing, customer success, and clinical implementation.

This is a hands-on role bridging strategic plans and daily execution—requiring someone who excels at operating in uncertainty, building systems from scratch, and juggling diverse responsibilities to advance our mission.

Key Responsibilities

• Design and scale operational workflows across sales, marketing, customer success, commercial and clinical operations to support sustainable growth.
• Create frameworks, KPIs, and routines to transition from early-stage growth to scaled operations effectively.
• Proactively identify inefficiencies and develop solutions enhancing team productivity, client satisfaction, and business performance.
• Establish robust infrastructure ensuring quality and regulatory compliance within the healthcare sector.
• Assist the Chief Commercial Officer with various strategic and ad-hoc projects.
• Develop and maintain playbooks and enablement tools for front-line customer teams.
• Manage pipeline processes, prioritize new clinic onboarding, and drive launch velocity and patient service expansion.
• Optimize CRM systems including AI-driven automation to improve sales, clinical implementation, and account management efficiency.
• Oversee logistics of remote monitoring device kits including inventory management and coordination with clinic contacts.
• Collaborate with CCO to develop monthly performance dashboards and quarterly business reviews, analyzing internal data and providing insights.
• Manage clinic claims summary, invoicing, reimbursements, and maintain up-to-date knowledge of payer landscapes including Medicaid and commercial insurance.
• Lead creation of training materials on reimbursement compliance to maximize revenue opportunities for clinics.
• Implement Key Account Health metrics and engagement protocols to enhance client satisfaction and program results.
• Partner with clinical managers to align account management plans supporting program viability.
• Design customer feedback programs to translate client insights into product and process improvements.
• Interface with Regulatory, Product, and Software teams to resolve customer complaints and serve as client liaison as needed.
• Drive continuous process enhancements for increasing operational efficiency and positive customer experiences.
• Provide strategic input to executive leadership on company priorities, resources, and organizational structure.
• Promote collaboration and trust throughout the organization to maintain a mission-focused culture.
• Lead strategic projects essential to business growth, investor relations, and market expansion.
• Prepare executive, board, and investor reports translating complex data into actionable recommendations.

Qualifications

• 6-8+ years in progressive operational leadership roles within customer success or commercial operations, ideally in early-stage or fast-scaling startups.
• Demonstrated ability to design and implement operational infrastructure and systems in ambiguous, resource-limited environments.
• Healthcare or health technology industry experience, especially in regulated environments such as FDA, HIPAA, and clinical operations, is highly preferred.
• Proven success managing cross-functional teams including customer service, sales, product, engineering, marketing, and clinical staff.
• Expertise in customer success and relationship management in both B2B and DTC settings, with proven impact on retention and growth.
• Strong project management skills managing complex, multi-stakeholder initiatives with competing deadlines.
• Data-driven decision-making experience including CRM optimization, KPI definition, reporting system creation, and analytics utilization.
• Comfortable using technology including AI tools with excellent communication and presentation abilities.

Core Attributes

• Startup mindset: thrives in ambiguity, adapts quickly, and resourceful in limited-structure settings.
• Operational excellence: systems thinker focused on scalable, efficient, and quality-driven processes.
• Strategic implementation: converts high-level strategies into clear, executable plans with accountability.
• Relationship cultivation: builds trust across diverse stakeholders and fosters a collaborative, mission-driven team culture.
• Proactive problem-solving: anticipates and resolves challenges before they escalate.
• Alignment with mission: passionate about enhancing maternal health outcomes and reducing complications.

Additional Preferred Experience

• Commercial background in women's health or obstetrics and gynecology industries.
• Previous experience as a close operational partner to C-suite executives.
• Familiarity with remote patient monitoring, telehealth, or connected medical devices.
• Knowledge of EMR integration, healthcare compliance requirements such as HIPAA and SOC2, and reimbursement processes.

Technology and Tools Used

• CRM/Customer Success platforms: Hubspot, Intercom, Jira (or equivalents).
• Project management software: Asana, Coda, Notion, etc.
• Analytics & Business Intelligence tools: Metabase, Looker, Tableau, or similar.
• Automation and AI tools including Claude Code and workflow automation platforms.
• Collaboration suites: Microsoft Office, Google Workspace, Slack.
• Healthcare-specific systems: Electronic Medical Records (EMR).

Benefits

• Competitive salary paired with equity stock options.
• Comprehensive medical, dental, and vision insurance with full employee coverage and 50% dependent coverage.
• Unlimited paid time off and sick leave.
• 401(k) retirement plan available.
• Generous parental leave: maternity leave of 3 months fully off or up to 6 months with partial work after 2 months; paternity leave of 1 month fully off or up to 3 months with partial work.
• Full reimbursement for professional development expenses including conferences, courses, and books.

Why Join Us?

• Engage in a mission-driven organization addressing urgent healthcare challenges by improving maternal and fetal health outcomes in the United States and beyond.
• Contribute to pioneering innovation in maternal care via an integrated connected care platform combining advanced monitoring, analytics, and clinical services.
• Be part of a collaborative team of top professionals in medical technology, clinical care, and healthcare operations focused on empowering mothers and providers to enhance birth outcomes globally.