Acelity Careers

Senior Director Customer Excellence

San Antonio, United States of America

Job Description


Title:                            Sr. Director, Commercial Excellence 

Department:              Marketing, Americas– Reports to VP Marketing                           


This position is responsible for leading the Acelity competitive response strategy development and implementation.  This individual will work closely with the VP’s of Marketing, Sales, Global Health Systems and their teams in identifying opportunities, and developing and implementing the required strategies.  Engagement with the respective Franchise marketing teams and the R&D Research and Development teams will take place as needed.  Responsibilities are primarily focused on the Americas, however, there may be a need for development of and support for global activities.


Commercial excellence and competitive strategy development:

  • Develop a comprehensive competitive response strategy and implementation process that includes: identification of competitive activity, required strategies, implementation plans, metrics, and reporting
  • Coordinate cross functional participation in achieving the goals consistent with the needed competitive activities
  • Responsible for managing the development, collection, and analysis of competitive market research activities
  • Coordinate with the Commercial Operations team the development of tools and reporting in support of competitive strategies, as needed.
  • Coordinate, prepare reporting package, and lead the Competitive Strategy SteerCo weekly meetings
  • Participate in the development and implementation of digital messaging
  • Develop and implement a culture of continuous improvement and process excellence
  • Develop and recommend process and system enhancements to improve operational efficiency, accuracy, and service levels across the required geographic networks
  • Assist in the development of competitive strategy resource budgets
  • Provide project sponsorship and direction, as needed
  • Provides consultation to senior leadership, as needed


  • Monitors and reports on competitive activity as identified by executive and commercial team members as well as by generally available intelligence sources.
  • Team lead and coordinator for established work teams supporting the development and implementation of specific strategic and tactical activities
  • Establishes and/or maintain reporting and metrics
  • Works independently and as a contributing team lead and/or participant



  • Requires a Bachelor Degree in Business, Masters preferred
  • Requires a minimum of 10+ years’ experience in a healthcare environment in a senior operations role focused on delivering high level of customer satisfaction while pursuing an operational excellence delivery model


  • Ability to work with all levels of the organization – C-suite and hourly
  • Strong leadership, organization and project management skills.  Training in lean business practices and/or TQM a plus
  • Proficiency with a variety of computer applications including MS Office
  • Excellent problem-solving skills
  • Ability to communicate effectively, both verbally and in writing
  • Willingness and ability to travel as required


    • None

The information listed above is not a comprehensive list of all duties/responsibilities performed.  This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice. 

The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor