Director, Commercial Operations

Job description

THE POSITION: In this key role, you will serve as the business owner for EVERSANA's commercial incentive compensation program, ensuring the accurate, timely, and compliant administration of the commission plan across the Commercial organization. You will lead the governance, execution, and continuous improvement of compensation processes and supporting technologies, while partnering closely with Commercial Leadership, Finance, Human Resources, Payroll, and Information Technology to support business objectives and maintain confidence in the organization's compensation framework. This role includes ownership of EVERSANA's incentive compensation platform, CaptivateIQ, and responsibility for ensuring the integrity of the data, processes, and controls that support commission calculations and payouts. The successful candidate will play a critical role in the ongoing evolution of compensation administration, driving process improvements, system enhancements, and scalable solutions as the business continues to grow. This highly visible role interacts regularly with senior leaders across the organization. Excellent interpersonal and organizational skills are critical, along with strong analytical capabilities, exceptional attention to detail, systems aptitude, and the ability to manage complex processes under tight deadlines. In addition to commission administration responsibilities, the role will support broader Commercial Operations initiatives through data stewardship, reporting, forecasting, and continuous improvement activities. You will also support Commercial Operations leadership in establishing strategy, governance, and operational excellence across the function, requiring the ability to translate business objectives into sustainable processes, controls, and reporting frameworks. ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by: Lead the administration of EVERSANA’s Commercial Commission Plan, ensuring calculations, reviews, approvals, and payments are completed accurately and within established timelines. Own and administer EVERSANA’s incentive compensation platform, CaptivateIQ, including maintenance, testing, system enhancements, and optimization of commission calculations and processes. Partner with Commercial Leadership, Finance, Human Resources, Payroll, and Information Technology to coordinate commission administration and support effective compensation governance. Act as the primary point of contact for commission-related inquiries, researching account and opportunity history, resolving discrepancies, and managing escalations through to resolution. Validate the completeness and accuracy of data used in commission calculations, including Salesforce opportunity records, financial data, and related commercial information. Develop and maintain dashboards, metrics, and management reporting to support commission administration, forecasting, and Commercial Operations decisions. Maintain clear process documentation, operational controls, approval records, and other materials required to support transparency and audit readiness. Analyze compensation, sales, revenue, and performance data to identify trends, risks, and opportunities. Improve the efficiency and scalability of commission administration through process redesign, automation, and technology enhancements. Manage relationships with external vendors and technology partners supporting incentive compensation and related Commercial Operations systems. Advise senior leadership on compensation operations, emerging risks, system requirements, and the future development of the function. Manage the performance and development of direct and indirect reports, if applicable. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviors, and proactively managing bias. Perform all other duties as assigned. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources. PEOPLE LEADER: People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities: Interview, select and supervise the activities of the department staff; communicate, interpret and discuss company policies and procedures with the team. Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions. EXPECTATIONS OF THE JOB: Travel National travel 3-5 times per year Hours 40 hours per week, 5 days of the working week The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. Demonstrable ability to understand complex concepts and apply them to business processes, systems, and operational challenges. Self-starter as demonstrated by actively seeking solutions and independently acquiring knowledge where required. Bachelor’s degree in business, finance, economics, data analytics, information systems, or a related field; equivalent professional experience will also be considered. Demonstrated experience in commission administration, incentive compensation, sales compensation, commercial operations, revenue operations, finance operations, or a related function. Strong understanding of sales, revenue, and financial processes, including the relationship between commercial activity, revenue recognition, and incentive compensation. Proven ability to proactively identify, investigate, and resolve complex operational and data-related issues. Able to effectively manage sensitive, high-visibility, and occasionally complex stakeholder situations requiring diplomacy, professionalism, and sound judgement. Able to understand broader organizational impacts and identify opportunities to improve business processes, controls, and operational efficiency. Must be highly organized with exceptional attention to detail, strong time management skills, and the ability to manage multiple priorities and deadlines simultaneously. Demonstrated ability to interpret, reconcile, and validate data from multiple systems and translate findings into clear business insights. Experience working with Salesforce or similar CRM platforms, including reporting, data quality management, and process governance. Advanced Microsoft Excel skills and strong overall system aptitude. Excellent communication and interpersonal skills, maintaining professional and respectful communication with stakeholders at all levels of the organization. Demonstrated experience developing reports, dashboards, metrics, or business insights to support operational decision-making. PREFERRED QUALIFICATIONS: Experience administering an incentive compensation platform such as CaptivateIQ, Xactly, Varicent, Spiff, QuotaPath, or a comparable solution. Experience supporting commission plans within a commercial, sales, revenue operations, or finance environment. Knowledge of compensation plan design, commission structures, and incentive compensation governance. Experience within pharmaceutical, life sciences, healthcare, consulting, CRO, or B2B commercialization services environments. Previous experience leading people or developing a commission administration or compensation operations function. PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT: The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands. OUR CULTURAL BELIEFS Patient Minded I act with the patient’s best interest in mind. Client Delight I own every client experience and its impact on results. Take Action I am empowered and hold myself accountable. Embrace Diversity I create an environment of awareness and respect. Grow Talent I own my development and invest in the development of others. Win Together I passionately connect with anyone, anywhere, anytime to achieve results. Communication Matters I speak up to create transparent, thoughtful, and timely dialogue. Always Innovate I am bold and creative in everything I do. Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA. EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit . More information about EVERSANA’s benefits package can be found at . EVERSANA reserves the right to modify this base salary range and benefits at any time. From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at . Follow us on LinkedIn | Twitter At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.