Senior Manager, Commercial Operations & Customer Experience
10 days ago
Irvine
Job Description Senior Manager, Commercial Operations & Customer Experience Location: Irvine, California (On-site) Company: Boston Aesthetics, Inc. Employment Type: Full-Time Build the Commercial Engine Behind a High-Growth Medical Aesthetics Company Boston Aesthetics is transforming the U.S. aesthetics market through innovative energy-based medical devices and advanced aesthetic technologies. As we continue building our U.S. commercialization platform, we are seeking an experienced, hands-on Senior Manager, Commercial Operations & Customer Experience to help create the operational foundation that will support rapid nationwide growth. This is not a traditional operations role. This role is far more than a traditional operations or administrative position. The Senior Manager, Commercial Operations & Customer Experience serves as the operational hub of Boston Aesthetics' U.S. commercial organization, ensuring every customer transition from signed contract to successful installation, clinical adoption, and long-term satisfaction is seamless. This individual will own the end-to-end post-sale operating system, including CRM discipline, sales operations, order management, inventory visibility, logistics coordination, customer onboarding, device installation, clinical training coordination, service and warranty escalation, and executive reporting. They will build and continuously improve the processes, tools, and operational infrastructure that enable the business to scale efficiently while delivering an exceptional customer experience. Simply put, Sales is responsible for winning the customer. This role is responsible for delivering on that promise. By connecting Sales, Finance, Warehouse, Clinical Education, Field Service, Customer Support, and Executive Leadership, this person ensures every deal progresses smoothly from purchase order through installation, product adoption, repeat consumable purchases, and ongoing customer success. This role is ideal for a hands-on builder who enjoys creating scalable processes, driving cross-functional execution, and establishing the commercial foundation for a rapidly growing medical aesthetics company. This is a highly cross-functional leadership position responsible for building the commercial infrastructure that connects Sales, Customer Experience, Clinical Training, Field Service, Logistics, Finance, Inventory, and Executive Leadership into one scalable operating system. If you enjoy creating processes from the ground up, solving complex operational challenges, and making a direct impact on a fast-growing organization, we would love to hear from you. Position Summary The Senior Manager, Commercial Operations & Customer Experience serves as the operational hub for Boston Aesthetics' U.S. business. You will own the customer journey from signed purchase order through installation, clinical training, ongoing service support, and long-term customer success while building the operational processes that allow the commercial organization to scale efficiently. This role partners closely with Sales Leadership, Clinical Education, Service Engineering, Warehouse & Logistics, Finance, Marketing, Executive Leadership, and our international headquarters. This position is ideal for someone who thrives in a fast-paced entrepreneurial environment and enjoys building systems rather than maintaining existing ones. What You'll Do Commercial & Sales Operations • Drive CRM excellence and sales process compliance (HubSpot, Salesforce, or similar CRM), • Develop and maintain sales dashboards, KPIs, forecasting, and pipeline reporting, • Track opportunities from quote through purchase order, shipment, installation, and revenue recognition, • Monitor pricing approvals, contracts, discounts, payment terms, and customer documentation, • Build reporting tools supporting executive decision-making, • Support commission tracking and commercial performance metrics, • Partner with Sales Leadership to improve forecasting accuracy and sales effectiveness Customer Order-to-Installation Management Own the complete customer implementation process including: • Order processing, • Inventory allocation, • Shipment coordination, • Installation scheduling, • Clinical training coordination, • Warranty activation, • Customer onboarding Ensure every customer receives a seamless implementation experience from contract execution through successful installation. Customer Experience & Customer Success Develop and manage customer success programs including: • 30-, 60-, and 90-day post-installation follow-up programs, • Customer onboarding workflows, • Clinical adoption tracking, • Consumable reorder planning, • Customer communication plans, • Executive account support Serve as the internal advocate ensuring customers never "fall through the cracks." Service Operations & Warranty Coordination Coordinate operational support for field service activities including: • Service ticket management, • Warranty administration, • Replacement equipment coordination, • Demo and loaner device management, • RMA processes, • Service documentation, • Escalation management Work closely with technical teams in both the U.S. and international headquarters to ensure timely customer support. Commercial Operations & Process Development Design, implement, and continuously improve scalable business processes including: • CRM workflows, • Sales operations SOPs, • Installation checklists, • Customer onboarding procedures, • Inventory tracking systems, • Demo equipment management, • Sales reporting, • Commercial dashboards, • Cross-functional workflows Inventory & Logistics Coordination Partner with warehouse and logistics teams to manage: • Device inventory, • Demo equipment, • Clinical training devices, • Loaner units, • Trade show inventory, • Equipment movement, • International shipments, • Installation scheduling Executive Reporting Prepare and present: • Weekly commercial operations reports, • Sales pipeline summaries, • Installation metrics, • Customer success metrics, • Inventory status, • Forecast reporting, • Service performance dashboards, • Executive KPI reporting Cross-Functional Leadership Partner closely with: • Sales, • Marketing, • Clinical Education, • Field Service Engineers, • Finance, • Warehouse & Logistics, • Executive Leadership, • International Headquarters Serve as the operational connector across departments. Qualifications Required • 6–10 years of experience in Commercial Operations, Sales Operations, Customer Success, Customer Experience, Business Operations, or Medical Device Operations, • Experience supporting capital equipment sales or regulated medical devices, • Strong CRM experience (HubSpot, Salesforce, Microsoft Dynamics, or similar), • Experience managing cross-functional projects, • Exceptional organizational and project management skills, • Advanced Microsoft Excel skills, • Experience creating reports, dashboards, and operational metrics, • Outstanding communication and relationship-building skills, • Ability to manage multiple priorities simultaneously, • Comfortable working in a rapidly changing startup environment Preferred Experience Experience with one or more of the following: • Medical aesthetics, • Energy-based medical devices, • Capital medical equipment, • Dermatology devices, • Plastic surgery equipment, • Medical technology companies, • Clinical training operations, • Field service coordination, • Customer onboarding, • Inventory management, • Commercial analytics, • Order-to-cash processes, • ERP systems, • FDA-regulated products Ideal Background Candidates from the following industries are highly encouraged to apply: Medical Aesthetics Medical Device / MedTech Equivalent experience supporting capital medical equipment businesses is welcome. What Makes You Successful You are: • A builder who enjoys creating processes from scratch, • Highly organized with exceptional follow-through, • Customer-focused and solutions-oriented, • Analytical with strong attention to detail, • Comfortable balancing strategy with day-to-day execution, • Collaborative across multiple departments, • Able to thrive in a fast-paced entrepreneurial environment, • Passionate about delivering an exceptional customer experience Why Join Boston Aesthetics? • Opportunity to build a commercial organization from the ground up, • High visibility with executive leadership, • Significant career growth potential, • Collaborative and entrepreneurial culture, • Opportunity to make a measurable impact on a rapidly growing medical device company, • Work with innovative technology transforming the aesthetics industry Benefits Boston Aesthetics offers a competitive compensation and benefits package, which may include: • Competitive base salary, • Performance-based bonus opportunities, • Medical, dental, and vision insurance, • Paid Time Off and company holidays Equal Opportunity Employer Boston Aesthetics is an Equal Opportunity Employer committed to creating an inclusive workplace. We celebrate diversity and are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Commercial Operations • Sales Operations • Customer Success • Customer Experience • Medical Device • Capital Equipment • Commercial Excellence • CRM • Salesforce • HubSpot • Order Management • Installation Coordination • Clinical Training • Field Service • Inventory Management • Logistics • Commercial Analytics • Medical Aesthetics • Dermatology • Plastic Surgery • MedSpa • FDA • Cross-Functional Leadership • Process Improvement • Customer Journey • Business Operations • Program Management • Healthcare Technology Company DescriptionBoston Aesthetics is a rapidly growing medical aesthetics company dedicated to bringing innovative, physician-focused technologies to the U.S. market. We partner with leading aesthetic professionals to deliver advanced solutions that help practices grow while improving patient outcomes. As an emerging company, we offer a unique opportunity to work directly with executive leadership, make a visible impact, and help build the foundation of a business poised for significant national growth. Our culture is built on ownership, accountability, collaboration, innovation, and a shared commitment to excellence. At Boston Aesthetics, team members aren't just filling a role, they are helping shape the future of the company. If you're looking for an opportunity to grow your career, contribute meaningful ideas, and be part of something exciting from the ground up, we'd love to meet you.Boston Aesthetics is a rapidly growing medical aesthetics company dedicated to bringing innovative, physician-focused technologies to the U.S. market. We partner with leading aesthetic professionals to deliver advanced solutions that help practices grow while improving patient outcomes.\r\n\r\nAs an emerging company, we offer a unique opportunity to work directly with executive leadership, make a visible impact, and help build the foundation of a business poised for significant national growth. Our culture is built on ownership, accountability, collaboration, innovation, and a shared commitment to excellence.\r\n\r\nAt Boston Aesthetics, team members aren't just filling a role, they are helping shape the future of the company. If you're looking for an opportunity to grow your career, contribute meaningful ideas, and be part of something exciting from the ground up, we'd love to meet you.