What are the responsibilities and job description for the Commercial Operations Manager position at Pine Pharmaceuticals?
Position Summary
The Commercial Operations Manager plays a critical role in driving Pine Pharmaceuticals’ commercial effectiveness through business intelligence, customer insights, and operational excellence. This position converts data into clear strategies that support sales, marketing, and support performance, improve forecasting and inventory alignment, and enhance overall customer experience.
In addition to leading our commercial analytics initiatives, this role manages the customer support and service team, ensuring exceptional service delivery that strengthens long-term partnerships with hospitals, surgery centers, and specialty practices.
Essential Functions
Business Intelligence & Reporting
The Commercial Operations Manager plays a critical role in driving Pine Pharmaceuticals’ commercial effectiveness through business intelligence, customer insights, and operational excellence. This position converts data into clear strategies that support sales, marketing, and support performance, improve forecasting and inventory alignment, and enhance overall customer experience.
In addition to leading our commercial analytics initiatives, this role manages the customer support and service team, ensuring exceptional service delivery that strengthens long-term partnerships with hospitals, surgery centers, and specialty practices.
Essential Functions
Business Intelligence & Reporting
- Develop and maintain customer insights strategies, reports, dashboards, and tracking systems using PowerBI, SQL, Metabase and data from ERP (Infor) and CRM (HubSpot) platforms
- Build internal reports that measure a variety of company performance KPIs including customer retention and churn, sales growth and pipeline performance, and more
- Analyze customer buying patterns, sales trends, and market signals to inform inventory planning, product strategy, and commercial prioritization
- Partner with sales, marketing, and operations leadership to integrate insights into campaigns, forecasting models, and customer acquisition strategies
- Collaborate with operational teams to improve production planning, driving forecasting accuracy and inventory alignment through customer insights and data analysis
- Ensure database integrity and implement best practices that enhance service quality, data accuracy, and compliance with FDA and cGMP standards
- Evaluate and implement business intelligence and customer service technologies to streamline workflows and improve efficiency
- Document standard operating procedures, drive process improvements, and lead change management initiatives across commercial functions
- Lead, manage, and mentor the customer service and order entry team, including hiring, training, coaching, and performance evaluation
- Oversee resolution of escalated customer inquiries and complex account issues while ensuring timely, professional communication
- Build and maintain strong relationships with key accounts and support customer communications for operational updates, product launches, and policy changes
- Produce professional customer-facing reports, correspondence, and service documentation
- Bachelor’s degree in Business, Economics, Analytics, or related field; Master’s degree preferred
- 5 or more years of experience in operations, analytics, commercial operations, or similar roles
- Experience with data analytics, business intelligence, or customer insights in a healthcare or pharmaceutical environment is strongly preferred
- Advanced Excel proficiency and experience with BI tools (required)
- Strong SQL skills for data extraction, transformation, and reporting (required)
- Experience with ERP systems (such as Infor) and CRM platforms (HubSpot, Salesforce)
- Ability to identify opportunities for AI-driven improvements in reporting and service workflows
- Strong analytical and problem solving skills with the ability to interpret complex sales, customer, and market data
- Excellent communication skills with the ability to present insights to senior leadership in clear, actionable formats
- Strong interpersonal skills and the ability to build positive relationships with cross functional teams and external partners
- Highly self-driven with the ability to manage competing priorities in a fast-paced environment
- Strong time management and project management abilities with a track record of delivering on deadlines
- Understanding of healthcare, pharmaceuticals, or sterile compounded products with a willingness to deepen industry knowledge
- Commitment to Pine Pharmaceuticals’ core values and a proactive approach to continuous improvement