Head of Operations and Customer Services

At AliveDx, we empower diagnostic insights, transform patient care, and innovate for life. With over 30-years in in-vitro diagnostics, we put the health of patients first by creating innovative solutions designed for faster diagnostic results. Alba–– our blood bank reagents portfolio–– and MosaiQ®–– one of the first multiplexing and multimodality automated testing platforms––are designed to make labs more efficient and clinical decision-making more effective. Our journey started as Alba Bioscience, and later, Quotient. Today, as AliveDx, we innovate for life.

Head of Operations and Customer Services

AliveDx is recruiting for a Head of Sales Operations & Customer Services to join our Commercial department. The role is a full-time and permanent position.

YOUR MISSION

As the Head of Sales Operations & Customer Services, you will build and lead the Sales Operations & Customer Services function for the Clinical Business.

Working closely with Sales, Marketing and Customer Success teams, you will drive operational excellence across the commercial organization by optimizing customer-facing processes, improving commercial performance, and delivering an outstanding customer experience. You will lead a high-performing team while ensuring efficient order-to-cash operations, contract management, sales forecasting, CRM governance, and commercial reporting.

Your main responsibilities will include:

Sales Operations & Order-to-Cash

• Lead and optimize end-to-end Order-to-Cash (O2C) processes to improve efficiency and customer satisfaction.
• Drive sales forecasting, reporting, analytics, and commercial performance monitoring.
• Develop best practices for credit management, billing, collections, and cash application.

Contract & Pricing Management

• Oversee customer contracts, pricing governance, and commercial proposals.
• Ensure contractual compliance while mitigating business and legal risks.
• Manage pricing standards, discount structures, and contract lifecycle processes.

Commercial Excellence

• Lead CRM governance, administration, and continuous improvement.
• Partner with Marketing to ensure consistent commercial messaging and proposal quality.
• Develop standardized tools, templates, and processes supporting commercial effectiveness.

Leadership & Cross-functional Collaboration

• Lead, coach, and develop the Sales Operations & Customer Services team.
• Collaborate closely with Sales, Marketing, Finance, Legal, Supply Chain, and Customer Success to achieve business objectives.
• Present commercial performance and customer satisfaction metrics to senior leadership.

YOUR COMPETENCIES

• Bachelor's degree in Business, Marketing or a related field (MBA is a plus).
• 10+ years' experience in Sales Operations and/or Sales Management within the Medical Device or IVD industry.
• Proven experience leading Sales Operations and Customer Service teams.
• Strong knowledge of CRM systems (Salesforce preferred), sales analytics, forecasting, and commercial processes.
• Strong analytical, negotiation, and stakeholder management skills.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Excellent communication and presentation skills with the ability to influence senior stakeholders.
• Fluent in English and willing to travel internationally (approximately 20%).

WHAT WE OFFER

• A highly dynamic and growing environment,
• An opportunity to live your passion for an intrapreneurial mindset, where cultivating innovation and customer centricity are at the heart of everything we do,

Interested? We invite you to send your application, including your resume and any other relevant documents. We look forward to exploring your potential contributions to AliveDx.

AliveDx is an equal opportunity employer and welcomes applications from all qualified individuals regardless of nationality, sex, disability, religion/belief, sexual orientation or age. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on competences, performance and business needs.