Sr. Manager, Commercial Operations

Dorman was founded on the belief that people should have greater freedom to fix motor vehicles. For over 100 years, we have been driving new solutions, releasing tens of thousands of aftermarket replacement products engineered to save time and money, and increase convenience and reliability. Founded and headquartered in the United States, we are a pioneering global organization offering an always-evolving catalog of automotive, heavy-duty and specialty vehicle products. Today, we have more than 3,800 employees across 29 different locations, with a family of brands that also includes SuperATV and Dayton Parts. Reaching a revenue of $2.13 billion in 2025, Dorman is publicly traded under the stock ticker DORM. Everyone who works at Dorman is called a Contributor. We need everyone, regardless of role and experience, to contribute to our success. That means everyone has a unique ability to make an impact on the business. We encourage all our Contributors to bring their authentic selves to work. The freedom to pursue new ideas, offer different perspectives, and grow in your career is fundamental to working at Dorman. Job Summary The Sr. Manager, Commercial Operations is responsible for leading the operational infrastructure that supports the Heavy Duty business segment's commercial success. This newly createdrole drives process efficiency, analytics automation, business intelligence, customer service excellence, and continuous improvement initiatives across the commercial organization. The Sr. Manager, Commercial Operations partners closely with Sales, Marketing, Product Management, Finance, Supply Chain, and Operations to improve decision-making through automation and data insights while ensuring a best-in-class customer experience. This position also provides leadership for the Customer Service team, establishing service standards, driving process improvements, and supporting customer retention and growth objectives. The ideal candidate combines strong business acumen, analytical expertise, systems knowledge, and people leadership capabilities to optimize commercial performance and scale organizational effectiveness. Primary Duties Commercial Operations Leadership 1. Lead the commercial operations function for the Heavy Duty business segment, ensuring alignment with strategic and financial objectives. 2. Develop and implement operational processes that improve efficiency, consistency, and scalability across the commercial organization. 3. Partner with business leaders to identify opportunities to enhance commercial performance through process optimization and technology solutions. 4. Establish and maintain operational standards, governance, and key performance metrics. Analytics & Automation 1. Lead the development and automation of commercial reporting, dashboards, and performance analytics. 2. Design and maintain business intelligence tools that provide actionable insights for Sales, Customer Service, Product Management, and leadership teams. 3. Eliminate manual reporting processes through automation and digital solutions. 4. Identify trends and opportunities using customer, market, operational, and financial data. 5. Drive data integrity initiatives to improve reporting accuracy and decision-making. 6. Serve as the primary business owner for commercial reporting and performance measurement. CRM & Commercial Systems Management 1. Oversee administration, optimization, and continuous improvement of CRM and commercial technology platforms. 2. Drive adoption and effective utilization of CRM tools across commercial teams. 3. Partner with IT and business stakeholders on system enhancements, integrations, and process automation projects. 4. Establish data governance standards and ensure compliance with reporting requirements. Customer Service Leadership 1. Lead and develop the Customer Service team, fostering a culture of responsiveness, accountability and customer focus. 2. Establish service level expectations and performance metrics aligned with customer and business requirements. 3. Monitor and improve customer service performance, including responsiveness, order management, issue resolution, and customer satisfaction. 4. Partner with Sales, Operations, and Supply Chain teams to proactively address customer needs and improve service delivery. 5. Identify and implement process improvements that enhance both the customer and employee experience. 6. Support key customer escalations and ensure timely resolution of critical issues. Business Performance & Planning 1. Develop and maintain KPIs, scorecards, and operational metrics that support business objectives. 2. Support forecasting, sales planning, and business review processes through data analysis and reporting. 3. Partner with Finance on revenue, profitability, and operational performance analyses. 4. Provide recommendations to leadership based on trends, performance indicators, and business insights. Continuous Improvement 1. Lead cross-functional process improvement initiatives using Lean, Six Sigma, or similar methodologies. 2. Standardize workflows and establish best practices across customer service and commercial operations. 3. Drive organizational change initiatives related to business processes, systems, and performance management. 4. Champion a culture of continuous improvement and operational excellence. 5. Other duties as assigned Qualifications 1. Advanced proficiency in Power BI, Excel, and data visualization tools. 2. Experience with Salesforce, SAP or similar business systems. 3. Strong understanding of reporting automation, database structures, and business intelligence methodologies. 4. Ability to translate complex data into meaningful business insights and recommendations. 5. Knowledge of customer service metrics, order management processes, and commercial operations best practices. 6. Physical Requirement: Capability to lift 20 pounds. Education / Experience Bachelor's Degree in Business, Finance, Supply Chain, Data Analytics, Marketing, Engineering or related field required. 7+ years of experience in commercial operations, sales operations, customer service, business analytics, or related functions. 3+ years of demonstrated people leadership experience. Experience in manufacturing, industrial, aftermarket, transportation, automotive, or Heavy Duty industries preferred. Proven success leading process improvement, reporting automation, and systems impl