Director of Commercial Operations

At PBI-Gordon Companies, and our subsidiaries PBI-Gordon Corporation, Pegasus Laboratories, and PetAg, Inc, our priority is people, pets, and the places they go. As employee owners, we support each other in building our careers as well as our companies. Our foundation is rooted in integrity, innovation, partnership, and pride. Come grow with us! Reports to: Vice President of U.S. Sales & Commercial Operations Position Summary As a member of the Sales Leadership Team, this role will lead, coach, and develop the Sales Operations, Customer Service, Sales Enablement, and Warehouse teams. This role will integrate sales, service, and data to deliver a best-in-class experience for Pegasus Labs, Inc.’s internal and external customers. Compensation & Benefits - Employee Ownership (ESOP): Company-funded retirement contribution of approximately 18% of pay, plus 401(k) - Competitive base salary with performance-based bonus opportunity - Comprehensive benefits package: Medical, Dental, Vision, Life, Disability, FSA, and Pet Insurance - Generous paid time off, paid holidays, and parental leave - Fitness and tuition reimbursement programs Essential Duties & Responsibilities - Provide strategic leadership and direction to Sales Operations, Customer Service, Sales Enablement, and Warehouse teams; drive talent development, performance excellence, and achievement of Pegasus Labs KPIs. - Drive cross-functional alignment of operational processes, systems, and policies, collaborating with Sales Leadership, Sales Training, and Medical Affairs to enable consistent, scalable, and compliant execution of Pegasus Labs’ commercial strategy. - Act as primary liaison to IT, translating business needs into technology solutions and leading the development and optimization of tools that enhance Sales, Marketing, Customer Service, and Order-to-Ship workflows. - Champion a customer-centric approach by analyzing internal and external customer needs, identifying improvement opportunities, and implementing solutions that elevate customer experience and satisfaction. - Lead data-driven decision-making by evaluating performance metrics and customer feedback to uncover trends, drive continuous improvement initiatives, and optimize operational effectiveness. - Design and implement business intelligence solutions, including dashboards and reporting tools, to deliver actionable insights and support strategic planning. - Oversee and execute cost optimization initiatives across go-to-market channels, including Wholesalers, Distributors, Corporate Accounts, and E-commerce, improving profitability and operational efficiency. - Drive cross-functional collaboration to enhance end-to-end commercial processes, ensuring seamless execution from order intake through fulfillment. - Perform additional leadership and operational responsibilities as required to support evolving business priorities. Safety Responsibilities - Follow all company safety policies and procedures. - Participate in required safety training. - Report unsafe conditions, near misses, and incidents promptly. Required Qualifications - Education: - Bachelor’s Degree required, Master’s Degree preferred - Experience: - 10 or more years in Animal Health Sales Management. - Experience in operating systems with skillsets in CRM, Power BI, Excel, SQL, Word, PowerPoint, and selling models - Skills & Abilities: - Highly developed customer service skills with proven ability to develop strong internal and external customer relationships - Ability to analyze and interpret sales and marketing data to help identify trends and patterns. Includes sales history, purchase trends, CRM data, SKU and product data - Ability to work within a cross-functional team - Ability to manage multiple projects - Excellent communication skills - Effective time management and organizational skills; proven ability to prioritize while simultaneously managing numerous projects/processes often under tight deadlines. - Ability to understand projects, think critically, and identify solutions. - Up to 50% Travel Work Environment & Culture PBI-Gordon Companies offers a collaborative, employee-owned environment where accountability, partnership, and continuous improvement are valued. Team members are encouraged to contribute ideas, develop professionally, and grow their careers alongside the business. Equal Opportunity Employer PBI-Gordon Companies is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. Ready to Apply? If you're passionate about customer-centric operational excellence, business intelligence and analytics, and leading technology and process optimization initiatives across commercial operations, we'd love to hear from you. Apply today to join an employee-owned organization focused on scalable, compliant execution and continuous improvement through collaboration and innovation. PBI-Gordon Companies and its subsidiaries are proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 hours per week or more. Full-time employees will become eligible to participate in benefits on the first of the month following their start date, unless stated otherwise below. (Note: Interns do not qualify for eligibility.) Medical Insurance We are committed to helping you and your dependents maintain health and wellness by offering voluntary, competitive medical insurance and prescription drug plan options. Dental Insurance Choose from two voluntary dental plans that are designed to help protect you and your dependents’ oral health. Vision Insurance Our voluntary vision insurance plan is designed to help protect you and your dependents eye health. Coverage is available for eye exams, frames, lenses, and contact lenses. Employee owners are responsible for 100% of the cost of this plan. Life Insurance with Accidental Death & Dismemberment (AD&D) We offer a company-paid $50,000 life insurance policy with AD&D. You also have the opportunity to purchase additional life and AD&D insurance for yourself, your spouse and/or your dependent children. The cost for this coverage is based on the amount you elect and your age. Short- and Long-term Disability Our company-paid short-term and long-term disability plans to provide income replacement in the event you are not able to work due to illness or injury. Short-term disability will provide 70% income replacement up to $1,350 per week and long-term disability will provide 60% income replacement up to $5,000 per month. Employee Assistance Program (EAP) EAP Services are company paid to benefit all employee-owners and their families. EAP provides up to six free counseling sessions to help you and your family members manage life stressors, solve personal or relationship concerns, and achieve your goals. Flexible Spending Account (FSA) Flexible Spending Plans offer employee-owners the option to set aside pre-tax monies into a medical reimbursement or dependent care account to help pay for out-of-pocket medical, dental or vision expenses or day care costs. The maximum contributions are determined by the IRS and adjusted annually. This is a use-it-or-lose-it account, meaning any funds remaining in the account following the close of the plan year will be forfeited. Pet Insurance We love our pets! Pet insurance options for your furry friends is offered through the ASPCA. Employee-owners can enroll and pay premiums directly to ASPCA. Paid Holidays & Paid Time Off (PTO) Everyone needs time off to rest and recharge! Paid time off includes Regular PTO, Personal PTO, and specified paid company holidays. *The amount of paid time off (PTO) depends upon the employee's position and years of service. Employee Stock Ownership Plan (ESOP) We act like we own the company because we do! An ESOP provides employees with an ownership stake in the company. It’s an additional form of compensation directly tied to PBI-Gordon Companies financial success. All regular employees are eligible to participate in the ESOP the first of the month following 30 days of service. PBI-Gordon Companies contributes approximately 18% of total compensation annually with a six-year vesting schedule. Our ESOP is more than a benefit, it is a key part of a culture, and it can provide significant rewards in retirement! 401(k) Retirement Savings Plan Saving for retirement is one of the most important financial decisions you can make. We offer a 401(k)-retirement savings plan to assist employees with this important financial goal. New employee owners are eligible to participate the first of the month following 30 days of employment. We provide a company match of 100% up to 3% deferral with a three-year vesting schedule. Fitness Reimbursement We believe regular exercise helps improve overall health and job performance. PBI-Gordon will reimburse up to a maximum of $300 annually for gym/fitness memberships. William Everett & Mary Ellen Mealman Scholarship Fund Children or grandchildren of employee-owners may apply for a scholarship under the William Everett & Mary Ellen Mealman scholarship fund. Applicants are awarded based on financial need, academic achievement, and involvement in extracurricular/community activities. Tuition Reimbursement After one full year of employment, employee-owners are eligible for tuition reimbursement for bachelor’s level coursework related to their current job or any future job offered at PBI-Gordon Companies. Parental Leave Company paid parental leave is offered to employee-owners following the birth of a child or the placement of a child with an employee in connection with adoption, foster care, or surrogacy. This policy will run concurrently with Family and Medical Leave Act (FMLA) leave, as applicable. If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA). Please see our CCPA disclosure for more information. Employment is contingent upon and may not begin until the successful completion of a pre-employment background check and drug screen. PBI-Gordon and its subsidiaries participate in E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States. For more information about E-Verify, including your rights and responsibilities, please visit the E-Verify Website.