Director, Digital Commercial Operations

Eaton Corporation•Beachwood, OH

41d•$176,250 - $258,500•Hybrid

About The Position

Eaton's Electrical Sector is currently hiring a Director, Digital Commercial Operations to join our team. This position is a hybrid work model and can be based out of any Eaton U.S. location. Relocation within hiring country is only offered to Eaton's Beachwood, Pittsburgh and Raleigh locations. Digital Commercial Operations manages the delivery, support, reliability, and optimization of digital solutions for Eaton. The Director will oversee post-sales strategy, service delivery, technical support, customer success, and commercial infrastructure to maximize customer satisfaction and retention. This role also aims to lead global support and customer success standards as a driver of growth and differentiating value in our markets.

Requirements

Bachelor's degree required from an accredited institution; MBA preferred.
Minimum ten (10) years of experience in commercial operations leadership in a matrixed or global environment
Minimum five (5) years experience managing people
Experience leading commercial operations for a SaaS product, preferably in manufacturing or services industry
Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Nice To Haves

MBA Degree
Experience with end to end service level management
Familiarity with site reliability (SRE) practices and performance standards

Responsibilities

Define, manage, and execute on commercial metrics and key performance indicators, including service level agreements (SLAs), customer success metrics such as ARR, renewal rate, churn, and expansion hit rate.
Collaborate with cross-functional teams, including sales, marketing, and regional commercial operations leaders, software engineering, and product management to implement customer-focused initiatives that drive retention, renewals, and expansion.
Manage and optimize deployment infrastructure by coordinating with Software Engineering, Offer Management, engineering service teams to streamline customer deployment.
Oversee the application of Site Reliability Engineering to support system uptime, availability, performance, and scalability.
Support business continuity and disaster recovery efforts to maintain service delivery during disruptions, including cyberattacks or natural disasters.
Standardize customer support processes and escalations, third-party monitoring services, and service level performance metrics ensuring coordination across global support teams.
Leverage AI and self help to optimize customer support and customer success experiences.
Manage global strategic pricing, proposal management, and sales configuration for all Brightlayer solutions in collaboration with segment and regional sales teams.
Develop and oversee departmental budgets and forecasts in accordance with organizational objectives.
Organize and conduct monthly Brightlayer Operating Reviews with the Electrical Sector executive leadership team.