Director, Digital Commercial Operations

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. **Job 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. - 25 percent travel anticipated. **Qualifications:** Required Qualifications: - 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. Preferred Qualifications: - MBA Degree - Experience with end to end service level management - Familiarity with site reliability (SRE) practices and performance standards **Position Success Criteria:** - Proven track record in building high performance teams, leading cross-functionally, developing and retaining employees, and driving organizational change. - Drives organization towards modular, scalable solution - Strong analytical, process improvement, and project management skills - Experience leading large teams and influencing cross-functional stakeholders - Demonstrated success in developing and implementing service strategies that establish best-in class customer satisfaction and retention culture. - Analytical mindset with proficiency in data analysis and problem-solving. - Experience with CRM systems and service management tools. - Stays abreast of industry trends and best practices in customer service, customer success, and professional integration services. At Eaton, we strive to provide compensation and benefits that attract, engage, and retain the best talent. This includes competitive pay and a variety of benefit programs for eligible employees. The expected annual salary range for this role is $176249.97 - $258499.96 a year. This role is also eligible for a variable incentive program. _Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations._ **The application window for this position is anticipated to close on 12/01/2025.** We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here ( for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.