Head of Operations & Business Management

Owner of the I+S Commercial Operating System

Business: Ingredients + Specialties (I+S) • Reports to: SVP – Innovation, Growth & Strategy • Location: The Woodlands, TX / Hybrid • Experience: 10+ years

The Director, Revenue Operations owns the commercial operating system for the Ingredients + Specialties business — the process, technology, data, planning, and operating rhythm the entire go-to-market organization runs on. It makes the commercial machine faster, cleaner, and more predictable, and its distinctive contribution is owning the seams — the handoffs, definitions, and shared rails — where value is lost between functions.

Commercial Operating System & GTM Process Architecture

• Own the end-to-end commercial process — lead-to-cash / opportunity-to-order — with standards, playbooks, and stage definitions across the customer journey.
• Design and enforce clean handoffs across Marketing, Field and Virtual Sales, Customer Service, and Technical, so no opportunity or customer falls between teams.
• Standardize globally, flex regionally across NA, EMEA, and LATAM.

CRM & Commercial Technology Ownership

• Own the commercial tech stack as business owner — Salesforce (SFDC/SFMC/SRM), Service Cloud, and connected systems — with IT delivering.
• Run the Commercial Operations Governance Council — the monthly intake that challenges, sequences, and prioritizes every enhancement request.
• Drive adoption and simplification — measured by usage and reduced administrative burden.

Commercial Analytics, Reporting & KPIs

• Own the single source of truth — dashboards, scorecards, the Sales Excellence (SFE) metric set, and the business definitions behind every number.
• Run the monthly reporting rhythm (performance and CX/NPS, repeatable by the 10th) and put clear signals in front of functional leaders to act on.
• predictive and prescriptive analytics are commissioned from Data & AI and embedded here.

Pipeline Operations

• Own the pipeline process — cadence, hygiene, and forecast data integrity — while Sales owns the commit and the number.
• Instrument pipeline health — coverage, velocity, conversion, slippage — and surface risk early.

Sales Planning: BU leaders own the final deployment decision; Sales Enablement Operations

• Own the enablement operating infrastructure — content operations, competency frameworks, certification, and onboarding-to-tools.
• Partner with Commercial Development (under Sales, owning coaching and delivery) so content, data, and measurement stay one loop.

Commercial Program Management & Operating Rhythm

• Orchestrate the operating rhythm — MOR / MPR / QBR agendas, data packs, decisions, and action tracking.
• Operationalize the recurring programs — Winback, Retention, Spot-account, and Supplier Onboarding.
• Provide commercial PMO discipline for operational initiatives.

Commercial Data Governance & Hygiene

• Own customer and CRM data quality — account, customer, and opportunity master-data stewardship.
• Own the KPI business definitions ; Data & AI owns the technical semantic layer that implements them.

The eight areas above are the parts of the system; The largest performance leakage sits at the seams between functions, not inside them — and this seat owns closing them.

• Own how Marketing → Demand Gen → Sales → Pricing → Customer Service → Data & AI connect as one flow. Holding no single-function P&L is what lets this seat enforce that the whole beats the parts.
• Define every material handoff — MQL→SQL, lead→opportunity, opportunity→order, order→CS case, escalation→Sales, Field↔Virtual, KAM↔Field — with stage definitions, ownership, SLAs, and closed-loop measurement.
• the decision to move people or restructure a function stays with the owning line (Sales, Customer Service, or the BU), sponsored through Strategy.
• Single ownership of the commercial tech stack . One business owner across Salesforce, Service Cloud, demand-gen attribution, CS case logging, and seller-facing tools, plus the rails through which pricing surfaces to sellers. Data & AI owns the platform; this seat owns adoption, integration, and the connective rails.
• Own the KPI dictionary and business definitions so every metric means one thing across dashboards, MOR, and board packs.
• Own the cross-functional metrics no single function can — seller time redeployed to customers, handoff cycle-time and leakage, SLA adherence, adoption, and the through-line from segmentation → coverage → productivity → CM$.

Building Human Capability

A governed operating model only works if the commercial teams can run it. Codify commercial playbooks for the plays that move the business — Field focus on higher-value accounts, KAM HQ-overlay, Virtual account-transition governance, Winback / Retention / Spot, demand-generation deployment, and the CS-escalation redesign.

• Success is usage, cleaner data, faster cycle time, and lower administrative burden — never “features shipped.”
• Change management as a standing capability . Communications, training design, adoption instrumentation, and post-launch tuning for a continuous change agenda, not one-off rollouts.

Seller time given back — measurable seller capacity recovered from CS and administrative work via the escalation redesign and tiered SLAs.

• Coverage that follows value — Field capacity shifted from the low-value long tail to higher-value accounts.
• Trusted numbers — one agreed data set and KPI dictionary; monthly performance and CX/NPS packs land by the 10th.
• Adoption and lighter load — higher tool adoption with measurably less seller administrative time.
• Boundaries holding — no role confusion with Sales, Pricing, Data & AI, or Strategy.

Bachelor’s degree required; advanced degree (MBA or analytical discipline) preferred.

• 10+ years in revenue / commercial operations, sales operations, commercial excellence, or GTM operations, including 3+ years leading teams.
• Business ownership of CRM and commercial systems (Salesforce preferred), including governance of an enhancement/change pipeline.
• Track record building commercial reporting, KPI frameworks, and forecasting/pipeline processes leaders run on.
• Sales-planning experience — segmentation-driven coverage, territory, and quota design and administration.
• Comfort in a global, matrixed, multi-region (NA / EMEA / LATAM) environment.
• specialty chemicals, ingredients, or B2B distribution a plus.

Data and reporting rigor — precise definitions, defended data integrity, a clear performance story.

• Enablement & change management — drives adoption through coaching, not mandate.
• Commercial & value orientation — ties every deliverable to churn, win rate, margin, and CX.
• Bias to simplify — relentlessly cuts administrative burden on customer-facing teams.

Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life-saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more. Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet!

We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing .

Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe!

We are committed to a diverse workforce and a culture of inclusion. Together, we are building a culture that acknowledges the unique experiences, perspectives and expertise of individuals and provides the development and growth opportunities to empower us to redefine our industry.

All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation due to a disability during the hiring process, please contact us at View email address on careers.univarsolutions.com .

All searches must be initiated by Univar Solutions' Talent Acquisition team and candidates must be submitted via Applicant Tracking System (ATS) by approved vendors who have been expressly requested to make a submission for a specific job opening.