Senior Vice President, Commercial Business Systems

🔥 12 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $243.9k - $451.2k / year

⏰ Full Time

🟠 Senior

⚙️ Business Operations

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MESO SCALE DIAGNOSTICS, LLC.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

MESO SCALE DIAGNOSTICS, LLC. is a developer and manufacturer of electrochemiluminescence-based multiplex immunoassay kits, detection instruments, software, and related services for biomedical and life-science research. The company provides highly sensitive assay platforms (e. g. , V-PLEX, S-PLEX, U-PLEX), instruments (MESO SECTOR, QuickPlex series), reagents, custom assay development, biomarker/CRO services, and technical support across applications such as immunology, oncology, neurodegeneration, toxicology, and organ injury. MSD’s products are marketed for research use only and serve academic, pharmaceutical, and biotechnology customers.

📋 Description

• Lead MSD’s global customer service, customer support, and field service organizations • Define a multi-year customer experience vision and strategy aligned with commercial goals • Redesign the end-to-end customer journey across service, support, and field interactions • Modernize legacy processes and infrastructure with standardized, digital-first capabilities • Establish customer experience standards, service levels, and satisfaction and loyalty measures • Lead organizational structure, staffing, and leadership succession across global operations • Build capability through training, tools, knowledge management, and quality management • Design and implement a data-driven commercial operating system • Establish continuous improvement and kaizen capabilities with structured problem-solving and measurable results • Set performance-review, operating-review, and escalation cadences • Build metrics, dashboards, and data foundations for fact-based management • Coach leaders and teams to apply and sustain the operating system • Partner with Commercial Operations and IT on CRM, service management, case management, and knowledge platforms • Advise on customer data standards and unified customer histories • Identify and champion platforms and automation supporting speed, accuracy, and self-service • Advise on forecasting, territory and quota design, pipeline management, and analytics • Ensure customer-facing processes meet quality, data privacy, regulatory, complaint-handling, GxP, and 21 CFR Part 11 requirements • Partner with IT, Finance, Legal, Quality, and Product Development on integration, risk, and audit readiness

🎯 Requirements

• Bachelor’s degree in business, life sciences, engineering, or a related field • A minimum of 12 years of experience leading commercial organizations including customer service, customer support, field service, marketing or commercial operations • At least 8 years in senior leadership • Experience implementing a rigorous business operating system, such as the Danaher Business System, Lean, or Six Sigma, in a commercial or customer-facing organization • Experience leading global, multi-site customer-facing operations at a life sciences, diagnostics, instrument, or technology company • Experience defining a multi-year customer experience strategy and building the business case for it • Experience leading field service organizations, including technician deployment, service delivery, and installed base management • Experience with quality management systems, complaint handling, and regulated-environment requirements, including GxP and 21 CFR Part 11, as applicable • Experience with commercial systems, sales operations, and forecasting at scale • Experience building high-performing leadership teams across geographies and cultures • Demonstrated use of data-driven management and kaizen to deliver sustained, measurable performance improvement • Working knowledge of service management, CRM, and customer data platforms, and experience integrating them with enterprise systems • Strong commercial acumen and ability to connect customer experience and operating discipline to retention, growth, and revenue • Superior leadership skills and knowledge of staff management practices and processes • Ability to establish accountabilities and expectations and manage performance to achieve results • Confidence, integrity, interpersonal skills, and professional executive presence • Ability to influence internal and external stakeholders, facilitate meetings, and conduct public speaking/presentations • Strong business acumen, negotiation and mediation skills, attention to detail, and focus on quality outcomes • Excellent judgment and problem-solving skills • Excellent oral and written communication skills • Ability to present to varying sized audiences • Ability to communicate and exchange information, utilize necessary equipment, and move about the office • Meso Scale Diagnostics uses E-Verify to validate work eligibility

🏖️ Benefits

• Medical, dental, and vision coverage • Prescription benefits • 401(k) plan with company matching • Flexible spending accounts • Company-paid short- and long-term disability insurance • Group life and accidental death and dismemberment insurance • Paid vacation • Paid sick leave • Paid holidays • Paid parental leave • Employee assistance program • Fitness club membership contribution • Pet insurance • Identity theft protection • Home and auto insurance discounts • Optional supplemental life insurance • Discretionary or non-discretionary bonus eligibility

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