Director, Digital Commercial Operations at Eaton in Beachwood, OH | USD176,249-258,499 | Kablio

Role

Description

ai support

deployment infrastructure

site reliability

disaster recovery

support standardization

metric management

Leverage AI and self help to optimize customer support and customer success experiences.
Stays abreast of industry trends and best practices in customer service, customer success, and professional integration services.
Manage and optimize deployment infrastructure by coordinating with Software Engineering, Offer Management, engineering service teams to streamline customer deployment.
Standardize customer support processes and escalations, third-party monitoring services, and service level performance metrics ensuring coordination across global support teams.
Collaborate with cross-functional teams, including sales, marketing, and regional commercial operations leaders, software engineering, and product management to implement customer-focused initiatives that drive retention, renewals, and expansion.
Develop and oversee departmental budgets and forecasts in accordance with organizational objectives.
Oversee the application of Site Reliability Engineering to support system uptime, availability, performance, and scalability.
Support business continuity and disaster recovery efforts to maintain service delivery during disruptions, including cyberattacks or natural disasters.
Define, manage, and execute on commercial metrics and key performance indicators, including service level agreements (SLAs), customer success metrics such as ARR, renewal rate, churn, and expansion hit rate.
Organize and conduct monthly Brightlayer Operating Reviews with the Electrical Sector executive leadership team.
Manage global strategic pricing, proposal management, and sales configuration for all Brightlayer solutions in collaboration with segment and regional sales teams.

Requirements

mba

bachelor's

crm

sre

saas

10+ years

Proven track record in building high performance teams, leading cross-functionally, developing and retaining employees, and driving organizational change.
Experience with CRM systems and service management tools.
Bachelor’s degree required from an accredited institution; MBA preferred.
Experience with end to end service level management
Demonstrated success in developing and implementing service strategies that establish best-in class customer satisfaction and retention culture.
Strong analytical, process improvement, and project management skills
MBA Degree
Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
Minimum ten (10) years of experience in commercial operations leadership in a matrixed or global environment
Familiarity with site reliability (SRE) practices and performance standards
Experience leading large teams and influencing cross-functional stakeholders
Experience leading commercial operations for a SaaS product, preferably in manufacturing or services industry
Analytical mindset with proficiency in data analysis and problem-solving.
Minimum five (5) years experience managing people

Benefits

25 percent travel anticipated.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

no immigration sponsorship or support (cpt, opt, h‑1b, etc.) will be provided.

Security clearance

conditional offer requires a background check; candidates may explain any relevant convictions.

Company

Overview

Over 100 years

Years in operation

The company has been operational for over a century, demonstrating its long-standing presence in the industry.

Over 175 countries

Countries Operated

Eaton operates its business across 175 countries, showcasing its global reach and influence.

global leader in power management, providing energy-efficient solutions for managing electrical, hydraulic, and mechanical power.
products and services span across industrial, commercial, residential, and infrastructure markets.
innovative solutions in energy storage, electrical distribution, and industrial automation.
instrumental in advancing technologies for utilities, transportation, and energy management.
recent standout projects include large-scale energy management systems for smart cities and utilities.
systems are crucial for sectors ranging from renewable energy to water resources management.
history of growth through acquisitions, continuously expanding global footprint and product offerings.

Culture + Values

Develop employees by helping them succeed not just at work, but in life as well
Delight customers by understanding their challenges and delivering real solutions proactively
Deliver for shareholders by doing what's right
Support communities by offering time and talent to meet social and economic needs
We are ethical
We are passionate
We are accountable
We are efficient
We are transparent
We learn
Doing Business Right reflects unwavering commitment to highest ethical practices and standards of behavior
Our brand promise: we make what matters work

Environment + Sustainability

31% GHG Reduction

Operational Emissions Reduced

The company has reduced its operational greenhouse gas emissions by 31% since 2018, amounting to 302,845 metric tons of CO2 equivalents.

Carbon Neutral by 2030

Commitment to Carbon Neutrality

The company aims to achieve carbon-neutral operations by 2030, focusing on reducing carbon emissions across all operational activities.

58M Metric Tons (Scope 3)

Scope 3 Emissions in 2023

In 2023, the company reported Scope 3 greenhouse gas emissions of 58,449,862 metric tons of CO2 equivalents, reflecting emissions from the entire value chain.

$3B Invested

Sustainable R&D Funding

The company has committed over $3 billion to research and development for sustainable solutions, highlighting its investment in eco-friendly innovations.

Aiming to reduce Scope 1 and Scope 2 GHG emissions by 50% by 2030 compared to 2018 levels.
Targeting a 15% reduction in Scope 3 emissions by 2030 from 2018 levels.
Achieving zero-waste-to-landfill certification for 79% of manufacturing sites, up from 75% in 2022, with a 2030 target of 100%.
Certifying 16% of manufacturing sites as zero-water-discharge, surpassing the 2030 target of 10% for water-stressed sites.
Independent verification of Scope 1 and Scope 2 GHG data with reasonable assurance and Scope 3 data with limited assurance.
Deploying clean-energy projects such as solar microgrids, PV installations, and carports, reducing over 20,000 metric tons of CO2 equivalents annually.

Inclusion & Diversity

28% Women

Representation in Salaried Roles

Women make up nearly 28% of salaried positions, striving toward a 2030 goal of 40%.

24% Minorities

U.S. Minority Representation

U.S. minorities comprise over 24% of salaried positions, aiming for 34% by 2030.

54% Leadership

Global Leadership Team Composition

Over half of the global leadership team are U.S. minorities.

2/3 Board

Board Member Diversity

Two-thirds of Board members identify as women or U.S. minorities.

10K Members

Inclusion Resource Groups

Eight Inclusion Eaton Resource Groups (iERGs) serve over 10,500 members globally.

100% Equality

Disability Equality Index

Received a perfect score of 100 on the Disability Equality Index for three consecutive years.

100% Equality

HRC Corporate Equality Index

Achieved a perfect score of 100% on the HRC Corporate Equality Index for eight consecutive years.

Company-wide pay equity assurance processes are in place for U.S. minority and global gender pay equity.
Eight Inclusion Eaton Resource Groups (iERGs) are present in 60 countries.
Awarded as one of the Best Companies for Women in India by Avtar & Seramount.
Received multiple global inclusion awards for commitment to diversity and inclusion.

Articles

Eaton’s Electrical Engineering Services & Systems

Turnkey electrical solutions

Transmission and distribution automation solutions

Role

Description

ai support

deployment infrastructure

site reliability

disaster recovery

support standardization

metric management

Leverage AI and self help to optimize customer support and customer success experiences.
Stays abreast of industry trends and best practices in customer service, customer success, and professional integration services.
Manage and optimize deployment infrastructure by coordinating with Software Engineering, Offer Management, engineering service teams to streamline customer deployment.
Standardize customer support processes and escalations, third-party monitoring services, and service level performance metrics ensuring coordination across global support teams.
Collaborate with cross-functional teams, including sales, marketing, and regional commercial operations leaders, software engineering, and product management to implement customer-focused initiatives that drive retention, renewals, and expansion.
Develop and oversee departmental budgets and forecasts in accordance with organizational objectives.
Oversee the application of Site Reliability Engineering to support system uptime, availability, performance, and scalability.
Support business continuity and disaster recovery efforts to maintain service delivery during disruptions, including cyberattacks or natural disasters.
Define, manage, and execute on commercial metrics and key performance indicators, including service level agreements (SLAs), customer success metrics such as ARR, renewal rate, churn, and expansion hit rate.
Organize and conduct monthly Brightlayer Operating Reviews with the Electrical Sector executive leadership team.
Manage global strategic pricing, proposal management, and sales configuration for all Brightlayer solutions in collaboration with segment and regional sales teams.

Requirements

mba

bachelor's

crm

sre

saas

10+ years

Proven track record in building high performance teams, leading cross-functionally, developing and retaining employees, and driving organizational change.
Experience with CRM systems and service management tools.
Bachelor’s degree required from an accredited institution; MBA preferred.
Experience with end to end service level management
Demonstrated success in developing and implementing service strategies that establish best-in class customer satisfaction and retention culture.
Strong analytical, process improvement, and project management skills
MBA Degree
Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
Minimum ten (10) years of experience in commercial operations leadership in a matrixed or global environment
Familiarity with site reliability (SRE) practices and performance standards
Experience leading large teams and influencing cross-functional stakeholders
Experience leading commercial operations for a SaaS product, preferably in manufacturing or services industry
Analytical mindset with proficiency in data analysis and problem-solving.
Minimum five (5) years experience managing people

Benefits

25 percent travel anticipated.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

no immigration sponsorship or support (cpt, opt, h‑1b, etc.) will be provided.

Security clearance

conditional offer requires a background check; candidates may explain any relevant convictions.

Company

Overview

Over 100 years

Years in operation

The company has been operational for over a century, demonstrating its long-standing presence in the industry.

Over 175 countries

Countries Operated

Eaton operates its business across 175 countries, showcasing its global reach and influence.

global leader in power management, providing energy-efficient solutions for managing electrical, hydraulic, and mechanical power.
products and services span across industrial, commercial, residential, and infrastructure markets.
innovative solutions in energy storage, electrical distribution, and industrial automation.
instrumental in advancing technologies for utilities, transportation, and energy management.
recent standout projects include large-scale energy management systems for smart cities and utilities.
systems are crucial for sectors ranging from renewable energy to water resources management.
history of growth through acquisitions, continuously expanding global footprint and product offerings.

Culture + Values

Develop employees by helping them succeed not just at work, but in life as well
Delight customers by understanding their challenges and delivering real solutions proactively
Deliver for shareholders by doing what's right
Support communities by offering time and talent to meet social and economic needs
We are ethical
We are passionate
We are accountable
We are efficient
We are transparent
We learn
Doing Business Right reflects unwavering commitment to highest ethical practices and standards of behavior
Our brand promise: we make what matters work

Environment + Sustainability

31% GHG Reduction

Operational Emissions Reduced

The company has reduced its operational greenhouse gas emissions by 31% since 2018, amounting to 302,845 metric tons of CO2 equivalents.

Carbon Neutral by 2030

Commitment to Carbon Neutrality

The company aims to achieve carbon-neutral operations by 2030, focusing on reducing carbon emissions across all operational activities.

58M Metric Tons (Scope 3)

Scope 3 Emissions in 2023

In 2023, the company reported Scope 3 greenhouse gas emissions of 58,449,862 metric tons of CO2 equivalents, reflecting emissions from the entire value chain.

$3B Invested

Sustainable R&D Funding

The company has committed over $3 billion to research and development for sustainable solutions, highlighting its investment in eco-friendly innovations.

Aiming to reduce Scope 1 and Scope 2 GHG emissions by 50% by 2030 compared to 2018 levels.
Targeting a 15% reduction in Scope 3 emissions by 2030 from 2018 levels.
Achieving zero-waste-to-landfill certification for 79% of manufacturing sites, up from 75% in 2022, with a 2030 target of 100%.
Certifying 16% of manufacturing sites as zero-water-discharge, surpassing the 2030 target of 10% for water-stressed sites.
Independent verification of Scope 1 and Scope 2 GHG data with reasonable assurance and Scope 3 data with limited assurance.
Deploying clean-energy projects such as solar microgrids, PV installations, and carports, reducing over 20,000 metric tons of CO2 equivalents annually.

Inclusion & Diversity

28% Women

Representation in Salaried Roles

Women make up nearly 28% of salaried positions, striving toward a 2030 goal of 40%.

24% Minorities

U.S. Minority Representation

U.S. minorities comprise over 24% of salaried positions, aiming for 34% by 2030.

54% Leadership

Global Leadership Team Composition

Over half of the global leadership team are U.S. minorities.

2/3 Board

Board Member Diversity

Two-thirds of Board members identify as women or U.S. minorities.

10K Members

Inclusion Resource Groups

Eight Inclusion Eaton Resource Groups (iERGs) serve over 10,500 members globally.

100% Equality

Disability Equality Index

Received a perfect score of 100 on the Disability Equality Index for three consecutive years.

100% Equality

HRC Corporate Equality Index

Achieved a perfect score of 100% on the HRC Corporate Equality Index for eight consecutive years.

Company-wide pay equity assurance processes are in place for U.S. minority and global gender pay equity.
Eight Inclusion Eaton Resource Groups (iERGs) are present in 60 countries.
Awarded as one of the Best Companies for Women in India by Avtar & Seramount.
Received multiple global inclusion awards for commitment to diversity and inclusion.

Articles

Eaton’s Electrical Engineering Services & Systems

Turnkey electrical solutions

Transmission and distribution automation solutions