Director of Operations (Global Commercial Services)
Duration: 6 months
Location: Remote – Flexible but able to do East Coast shift

Requirement:
• Bachelors or Masters Degree
• 10+ years of experience in global operations and centralized marketing services, with focus on content creation and campaign execution
• Strong understanding of operational governance, KPI/SLA frameworks, and continuous improvement methodologies.
• Exceptional leadership skills, resilience, transformational change with focus on value demonstration
• Advanced analytical skills with a proven ability to interpret complex data, derive actionable insights, and solve operational challenges with precision and strategic foresight
• Proficient in influencing and convening stakeholder groups, distilling actionable next steps, and fostering a culture of continuous improvement
• Excellent communication and stakeholder engagement skills, with the ability to influence at all levels.
• Proven experience in managing vendors with large number of contractors, with experience in budget management
• Strong project management skills and the ability to thrive in a high-pressure environment
• Strong business acumen with a deep understanding of technology and data-driven operations.
• Consulting experience preferred.
• Fluent in English; proficiency in additional languages is a plus.

This is a unique opportunity to shape the future of commercial operations, driving impact at scale through operational excellence, innovation, and global collaboration

Immediate Priorities (First 90 Days):
• Vendor Capability Alignment: Understand vendor team capabilities, ensure alignment with work requirements, and confirm they are trained and held accountable
• Industrialize Process: Complete process mapping and ensure alignment with the vendor’s workflow management system
• Cost Management: Oversee budget adherence and cost control aligned with demand planning; identify and mitigate cost drivers such as duplication or rework without compromising quality
• Performance Metrics & Operational Efficiency: Monitor and evolve KPIs and SLAs to create transparency and accountability; leverage data-driven insights for continuous improvement
• Service Delivery Excellence: Maintain consistent, high-quality service delivery across global franchises and markets, ensuring responsiveness and reliability

After Stabilization:
• Drive technology enablement (automation, AI, platform adoption)
• Support onboarding of new markets into the operating model
• Expand service portfolio and optimize infrastructure for scalability
• Embed customer feedback into operational processes for better usability and responsiveness

Ideal Candidate:
• 10+ years in senior operations leadership roles within global organizations
• Proven track record running Global Business Services (GBS) or similar shared services environments
• Extensive experience working with India-based firms (outsourcing partners, offshore delivery centers)
• Strong in continuous improvement and defect reduction, process industrialization, and service delivery optimization.
• Financially savvy and highly effective at leading change in complex environments.

Experience Requirements:
• Experience in pharma, preferably in marketing operations and commercialization

Responsibilities:
Purpose of the role.
As the Business Operations Director in Global Commercial Services at Client, you will lead the operational backbone of The Hive: Client centralized commercial and marketing services strategic model. This role ensures that services are delivered with excellence, efficiency, and scalability across global franchises and markets, while maintaining cost discipline and enabling continuous evolution.
You will partner with the Hive hub team, based in Mumbai, and other internal cross-functional stakeholders globally to drive operational excellence.
Reporting Client: Global Commercial Services is part of the Customer Engagement & Digital Excellence Team (cEDGE) that reports to the Digital and Commercial Strategy (DCS) organisation.

Main responsibilities
• Service Delivery Alignment: Ensure that service delivery consistently meets business expectations and stakeholder requirements across global franchises and markets, maintaining high standards of quality, responsiveness, and reliability.
• Process Optimization: Identify and address inefficiencies across the end-to-end service delivery process that lead to rework, delays, or misalignment. Implement corrective actions and process improvements to reduce turnaround times, enhance consistency, and eliminate friction points.
• External Vendor Management: Oversee vendor performance and governance, ensuring alignment with service expectations and contractual obligations.
• Cost Management: Oversee budget adherence and cost control, ensuring alignment with demand planning and financial forecasts. Proactively identify cost drivers such as rework, duplication, or inefficiencies, and implement measures to mitigate unnecessary spend while maintaining service quality.
• Technology & Platform Enablement: Partner with Customer Engagement & Digital Excellence Team (cEDGE) and vendor to ensure platforms and tools are fit-for-purpose, scalable, and aligned with operational needs. Drive adoption and integration of innovative technology solutions, including AI, that support service delivery, automation, and performance tracking.
• Performance Metrics & Operational Efficiency: Monitor, enable, and evolve performance against KPIs and SLAs in partnership with the Global Data & Analytics team. Ensure metrics are actionable, transparent, and used to drive accountability and continuous improvement across all service lines.
• Continuous Improvement: Lead initiatives focused on enhancing service quality, scalability, and efficiency across people, processes, and technology. Foster a culture of operational excellence and innovation, embedding feedback loops and agile ways of working.
• Issue Escalation & Resolution: Manage and track issue escalation processes, ensuring timely resolution, root cause analysis, and communication with relevant stakeholders. Establish preventive measures to reduce recurrence and improve service resilience.
• Governance & Stakeholder Alignment: Contribute to the governance of The Hive operating model, ensuring alignment with strategic priorities, compliance with standards, and effective coordination across global and local teams.
• Market Onboarding & Transition Support: In partnership with the service standup team support the transition and onboarding of new markets into The Hive’s existing services and operating model. Ensure readiness, alignment, and smooth integration through structured planning, stakeholder engagement, and operational support.
• Service Expansion Execution: In partnership with the new services development lead, support the expansion of The Hive’s service portfolio by standing up and optimizing the operational infrastructure (eg metrics, KPIs, monitoring). Ensure replicability, scalability, and alignment with business objectives and market needs.
• Customer Centric Operations: Partner to systematically integrate customer feedback, needs, and pain points into operational processes, ensuring that operational decisions and improvements are informed by customer impact and aligned with expectations for usability, responsiveness, and value delivery. 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 95.00/hr.