Commercial Operations & Customer Service Director

Role Purpose

The Commercial Operations & Customer Service Director is responsible for leading the operational infrastructure that supports the Solar MAP commercial organization. This role oversees customer service, order management, logistics coordination, traceability execution, commercial systems, data governance, and business process management across semiconductor, solar, module, and chemical commercial organizations.

The Director ensures that commercial operations are executed consistently, efficiently, and in compliance with customer, regulatory, and business requirements. The role serves as the primary owner of commercial execution systems and processes, including MS Dynamics, customer service workflows, traceability documentation standards, commercial reporting, and operational performance metrics. The Director partners closely with commercial leaders, finance, legal, manufacturing, supply chain, quality, and information technology to improve execution speed, data quality, customer satisfaction, and compliance readiness.

Key Responsibilities

Customer Service & Order Management

• Lead the customer service organization supporting semiconductor and solar polysilicon, solar wafer, module, and chemical commercial teams.
• Establish service-level expectations and operational performance metrics for customer responsiveness, order management, and issue resolution.
• Drive order management process consistency across MAP business lines while supporting product-specific commercial requirements.
• Serve as escalation point for customer service issues impacting delivery performance, customer commitments, or internal execution.
• Partner with Commercial Directors to align customer priorities with operational execution without taking ownership of pricing, allocation, or commercial commitments.

Logistics & Commercial Execution

• Lead logistics coordination that supports customer deliveries and commercial commitments.
• Coordinate with planning, manufacturing, supply chain, commercial, and customer service teams to support delivery reliability.
• Develop standardized processes for shipment coordination, order execution, and service handoffs.
• Establish performance metrics for delivery reliability, cycle time, and customer support effectiveness.
• Drive continuous improvement initiatives focused on workflow efficiency, working capital support, process cycle time, and service reliability.

Traceability, Compliance Documentation & Domestic Content Operations

• Lead execution of traceability, domestic content, and commercial compliance documentation processes across the Solar MAP.
• Establish and maintain documentation standards supporting customer requirements, regulatory obligations, commercial claims, and audit readiness.
• Oversee traceability response processes supporting customer documentation requests, CBP inquiries, UFLPA requirements, domestic content certifications, MACR-related evidence, and emerging policy-driven documentation needs.
• Ensure commercial teams maintain required documentation and compliance records in accordance with defined standards.
• Partner with Legal, Trade Compliance, Government Affairs, Quality, IT, and Commercial Directors to support evolving compliance requirements and customer expectations.
• Lead the operational implementation and continuous improvement of traceability automation initiatives.

Commercial Systems & Data Governance

• Serve as business owner for MS Dynamics and related commercial execution systems.
• Develop standards for CRM utilization, customer call reports, opportunity tracking, activity documentation, customer master data, and account records.
• Maintain commercial master data integrity and data governance processes across MAP commercial teams.
• Establish KPI frameworks and reporting systems that support commercial decision making and performance management.
• Ensure accurate and consistent commercial data is available for forecasting, reporting, customer reviews, and management routines.
• Drive adoption of digital tools, process automation, and AI-enabled workflows where they improve cycle time, documentation quality, and commercial execution discipline.

Process Management & Continuous Improvement

• Identify opportunities to improve commercial process efficiency and reduce cycle times across quote-to-cash, order-to-cash, traceability, service, and reporting workflows.
• Lead business process standardization initiatives across commercial organizations while preserving product-level commercial accountability.
• Coordinate with Finance, Legal, IT, Supply Chain, Quality, and Manufacturing to improve end-to-end commercial execution.
• Develop and maintain process documentation, work instructions, RACI models, escalation paths, and governance standards.
• Drive organizational discipline around documentation, compliance, CRM usage, process execution, and operational handoffs.

Leadership & Team Development

• Build, lead, and develop a high-performing commercial operations team.
• Lead customer service, logistics, traceability, systems/data, and process resources through organizational growth and process transformation.
• Establish team goals, performance metrics, development plans, backup coverage, and cross-training expectations.
• Create a culture of accountability, customer focus, process rigor, continuous improvement, and disciplined execution.
• Serve as a member of the Solar MAP Commercial Leadership Team and as the operational partner to the product Commercial Directors.

Experience/Education 

• Bachelor’s degree in Business, Supply Chain, Operations Management, Engineering, Information Systems, or a related discipline required.
• MBA, Master’s degree, or relevant operations / commercial experience preferred.
• Minimum of 10 years of experience in commercial operations, sales operations, customer service, supply chain, logistics, business operations, or a related field.
• Minimum of 5 years of leadership experience managing professional teams.
• Experience managing CRM systems such as Microsoft Dynamics, Salesforce, or equivalent commercial platforms.
• Experience leading business process improvement, standardization, and digital workflow initiatives.
• Experience in complex manufacturing, regulated industries, advanced materials, solar, semiconductor, supply chain, or industrial B2B environments preferred.
• Experience with traceability, trade compliance, import/export documentation, customer compliance documentation, or quality documentation preferred.