Global Business Operations Manager

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Global Business Operations Manager

The Global Business Operations Manager is aligned to an assigned zone comprising multiple countries and serves as the primary business liaison between global Commercial Excellence and zone and country organizations. The role ensures coordinated adoption, governance, and execution of CRM-related processes, sales operating standards, data governance requirements, and commercial initiatives across the zone.

The GBOM partners with zone leaders and country-level roles to translate global standards into coordinated zone priorities and practical country execution, while ensuring common needs, local requirements, risks, and adoption barriers are represented in governance forums and transformation programs.

The role steers execution across the assigned zone by aligning country plans, consolidating priorities and performance insights, reinforcing clear ownership and consistent operating routines, and coordinating cross-country action and escalation to achieve zone and country business goals.

Key Responsibilities

Zone Operating Model & Country Execution

• Translate global CRM business standards into a coordinated zone operating model and clear country-level execution expectations, including required fields, process steps, ownership rules, and reporting routines.
• Establish and maintain a zone governance cadence with zone and country stakeholders to review adoption, data quality, pipeline hygiene, forecasting discipline, priorities, dependencies, and open risks across assigned countries.

Zone Governance & Country Representation

• Serve as the primary Commercial Excellence representative for an assigned zone and its constituent countries.
• Act as the key point of contact connecting global CRM and governance organizations with zone leaders and designated country-level roles.
• Coordinate communication and deployment of global commercial policies, governance standards, and process changes across the zone, supporting consistent execution in each country.
• Consolidate country feedback, adoption barriers, business risks, and local requirements into a zone perspective for representation in global governance forums.
• Maintain visibility to zone objectives and country priorities, readiness, performance, decision needs, and implementation dependencies; coordinate action plans and escalations with the appropriate zone and country owners.

CRM & Process Adoption

• Drive adoption of standardized sales processes and CRM practices.
• Monitor adherence to opportunity management, customer engagement, forecasting, and funnel management standards.
• Partner with zone commercial leadership and country sales leaders to address adoption gaps, process compliance issues, and shared performance goals.

CRM Data Quality & Pipeline Discipline

• Monitor completeness, accuracy, timeliness, and consistency of key CRM data fields across the assigned zone and its countries.
• Partner with zone and country teams to resolve duplicate records, inactive or expired funnel, missing ownership, territory mismatches, and other CRM data quality issues.

Business Requirements Management

• Collect, consolidate, and document zone-wide and country-specific business requirements.
• Assess alignment among country needs, zone priorities, and global standards, identifying opportunities for common solutions across countries.
• Coordinate zone-level prioritization and escalation of enhancement requests with country stakeholders.
• Coordinate review and approval of zone- and country-driven process changes.

Exception & Change Control Management

• Manage intake, triage, and documentation of country exception requests related to CRM processes, business rules, data standards, and operating procedures.
• Assess business impact, cross-country scalability, compliance considerations, and downstream reporting implications before escalating exceptions for approval.
• Maintain traceability of approved deviations and ensure they are reviewed periodically for continued relevance or harmonization back to the global standard.

Zone & Country Readiness and Change Management

• Coordinate rollout of CRM capabilities, governance initiatives, and business process changes across the assigned zone.
• Work with zone and country stakeholders to coordinate training, communication, and awareness activities.
• Monitor readiness across the zone and identify country-level gaps, dependencies, and support needs for new capabilities and transformations.
• Confirm country readiness against defined launch criteria and consolidate the results into a zone readiness view, including data readiness, business owner assignment, process documentation, training completion, and support model alignment.

Performance Monitoring

• Track adoption and governance metrics at both zone and country levels.
• Analyze CRM utilization and performance trends across countries to identify shared improvement opportunities and country-specific needs.
• Coordinate remediation plans with zone and country owners for markets with low adoption or compliance metrics.
• Prepare consolidated zone scorecards and country-level management summaries covering CRM adoption, data quality, pipeline hygiene, forecasting discipline, and remediation progress.
• Identify recurring issues across countries and propose zone or global process, training, reporting, or system improvements to prevent repeat gaps.

Stakeholder Engagement

• Build strong relationships across zone leadership, country commercial and CRM teams, CRM Excellence, Data & Analytics, and IT and Digital teams.
• Facilitate structured feedback loops among global, zone, and country teams, ensuring decisions, actions, and accountability are cascaded across levels.
• Bring zone and country stakeholders together around shared priorities, cross-country dependencies, and coordinated plans to achieve business goals.

Success Metrics

CRM Adoption

• Opportunity management compliance
• CRM utilization rates
• Forecast quality improvements
• CRM data quality and pipeline hygiene performance
• User adoption metrics

Governance

• Policy compliance rates
• Country audit findings
• Process standardization adoption
• Reduction in approved local deviations and governance exceptions over time

Stakeholder Support

• Country satisfaction scores
• Timely resolution of escalations
• Deployment success of global initiatives
• Established zone governance cadence with coordinated country action plans and clear ownership

Transformation

• Rollout readiness achievement
• Change adoption effectiveness
• Execution of country transformation plans

Education

• Bachelor's degree in Business, Commercial Operations, Marketing, Information Systems, or related field.

Experience

• 3–7 years of experience in:
• Sales Operations
• Commercial Excellence
• CRM administration or support
• Business Process Management
• Commercial Transformation

Preferred

• Salesforce.com experience.
• Diagnostics, Healthcare, Life Sciences, or MedTech industry experience.
• Experience working across multiple countries or regions.
• Change management and user adoption experience.
• Experience in customer facing roles within the IVD industry