The Director, Commercial Operations will lead the customer service, field operations, market access, customer experience and inside sales support for the Diagnostics commercial business.
Develop a yearly roadmap of critical goals and activities for the customer support, field operations, and inside sales team; monitor progress and identify additional programs as appropriate.
Improve and optimize the customer experience and their interactions with Sequenom.
Responsible for customer support operations, including lean process opportunities to improve customer issue resolution time, increase internal operational capacity, and provide greater field representative coverage for urgent needs.
Develop and implement customer facing solutions and improvements – both patients and physicians/offices. This includes all aspects including ordering, streamline issue resolution, status updates for in-progress samples in the lab, error reduction, and reporting/resulting.
Develop programs to capture customer and field feedback and monitor/report on findings and opportunities/areas for improvement.
Responsible for field operations, including lean process improvements to simplify materials distribution to client, optimize collection kit utilization rates, and implement operational sustainability while maintaining the flexibility needed for future product launches.
Responsible for identifying areas for cost reduction in personnel expense, field materials operating expense, materials and sample shipping expense, and other areas as appropriate.
Coordinate with laboratory, marketing, IT, customer service, field operations, and billing in the implementation of new partnerships. Identify global opportunities to enhance product service delivery and customer experience.
Work with leadership to develop programs to help improve account-level and overall profitability.
Develop commercial operations (customer support and field operations) metrics to review with executive team and ensure transparency in current processes, identify areas for opportunity and cost savings, and provide updates on ongoing projects and status/completion.
Responsible for the International operations and license integration. Develop a standardized method for license integrations that ensure timely completion within budget and resource constraints.
Responsible for maintaining an ongoing open dialogue with licensees to keep them current on assay improvements, test enhancements, and facilitate discussions about next-steps, as needed.
Ensure organizational visibility to license integration projects, status, and make recommendations on the program’s long-term needs.
LIS data resolution to ensure that both systems align in regards to account/provider information
Responsible for managing and expanding the market access footprint of Sequenom to enable further customer convenience and volume.
Assist with the commercial launches of products.