Director, Commercial Technology — CRM, Sales Operations & Intelligence

Job description

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. Job DescriptionWe are the makers of possible! BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. We are seeking a results-driven and strategic leader to serve as Director, Commercial Technology — responsible for owning the technology strategy, roadmap, and delivery of the platforms and capabilities that power how our global commercial organization plans, operates, sells, compensates, and generates intelligence. This role leads end-to-end technology vision and execution across CRM, Sales Planning, Sales Operations, Incentive Compensation Management (ICM), and Sales Intelligence — ensuring these capabilities work together to drive seller productivity, pipeline rigor, data-driven decision-making, and commercial performance across a complex, global MedTech operating environment. The leader will partner closely with Enterprise Architecture and peer leaders to ensure seamless integration across the broader commercial ecosystem. Responsibilities: CRM Platform Strategy & Evolution Own the global CRM platform strategy and roadmap — ensuring CRM serves as the single source of truth for pipeline, accounts, opportunities, and commercial analytics. Drive CRM adoption, data quality, and process standardization across regions, Business Units, and sales channels. Evolve CRM to incorporate intelligent capabilities (e.g., next-best-action, guided selling, embedded analytics) and reduce administrative burden on sellers. Partner with Enterprise Architecture to ensure CRM integrates cleanly with marketing, service, ERP, and data platforms. Manage CRM platform governance, release management, and vendor relationships (e.g., Salesforce). Sales Planning & Territory Management Own the technology strategy for Sales Planning platforms — territory design, quota allocation, capacity modeling, headcount planning, and scenario planning. Modernize and automate territory management processes to replace manual, spreadsheet-driven approaches with scalable planning tools. Enable dynamic territory optimization leveraging market potential, account segmentation, workload balancing, and geographic coverage analytics. Ensure Sales Planning integrates with CRM, ICM, Finance, and HR to maintain alignment between territories, quotas, compensation, and organizational structure. Sales Operations Technology & Process Automation Digitize and automate core Sales Operations processes (lead routing, workflow automation, approvals, reporting) to improve efficiency and consistency. Drive sales process standardization (stage definitions, forecasting methodology, pipeline hygiene) across regions and Business Units. Enable sales productivity tooling (mobile CRM, activity capture, calendar/email integration) to increase selling time and reduce manual work. Partner with Sales Operations to improve forecasting with real-time pipeline visibility, roll-ups, and risk/commit classification. Incentive Compensation Management (ICM) Own the technology strategy and platform roadmap for ICM to enable transparent, accurate, and timely calculation and administration of variable pay. Modernize ICM capabilities to support complex plan designs (multi-measure plans, overlays, accelerators, SPIFs) at global scale. Ensure alignment between ICM, CRM transactions, and Sales Planning territories/quotas to enable audit-ready compensation administration. Enable seller self-service visibility (earnings dashboards, plan documents, what-if calculators, dispute workflows). Drive platform rationalization toward a single enterprise-standard ICM platform where legacy instances exist. Sales Intelligence & Commercial Analytics Enablement Define and own the technology strategy for Sales Intelligence — tools and capabilities that enable smarter, faster commercial decisions. Enable embedded intelligence within CRM: account insights, relationship mapping, buying signals, competitive intelligence, whitespace analysis, propensity indicators. Partner with the Director of Data, Insights & AI Product Management to surface data products and AI insights in seller workflows at the point of action. Drive adoption of performance analytics and coaching tools: pipeline analytics, win/loss, cycle time analytics, rep performance dashboards. Transformation & Delivery Leadership Lead cross-functional teams and partners to deliver outcomes; establish operating rhythms and measurable value realization metrics. Manage platform vendors and implementation partners in outcome-oriented models. Drive enterprise change management to ensure adoption and sustained value realization across regions and functions. Stakeholder & Organizational Leadership Serve as the executive-facing owner for CRM, Sales Planning, Sales Ops, ICM, and Sales Intelligence strategy, roadmap, and outcomes. Partner closely with Commercial leadership, Sales Operations, Finance, and HR to ensure technology solutions drive measurable commercial outcomes. Operate effectively in a matrixed global environment; influence without authority and drive alignment across functions and regions. Qualifications: 10+ years of progressive experience in commercial technology, CRM, sales operations technology, or revenue operations — with at least 4 years in a leadership role managing teams and programs. Bachelor’s degree in Information Systems, Computer Science, Engineering, Business Administration, or related field; MBA or advanced degree preferred. Demonstrated experience leading CRM strategy and evolution (preferably Salesforce) including adoption, data quality, and process standardization. Strong expertise in Sales Planning and territory management technology; experience with quota/territory tools and capacity modeling. Experience with Incentive Compensation Management (ICM) platforms including plan complexity and calculation accuracy. Understanding of sales intelligence and analytics (embedded CRM intelligence, pipeline analytics, performance management tools). Experience designing and executing global rollouts with phased sequencing and measurable value realization milestones. Proven ability to partner with Sales Operations, Finance, and Commercial leadership to translate business needs into technology solutions. Medical device, MedTech, life sciences, or regulated industry experience required. Experience in leading and applying lean and kaizen excellence principles and techniques such as PSP and 5-Whys in achieving commercial objectives of driving growth, productivity, margin expansion and improved customer engagement. Preferred Qualifications Experience with AI/ML-enabled sales tools (intelligent scoring, guided selling, conversational intelligence, generative AI in workflows). Familiarity with Agile product management methodologies and operating as a Product Owner in enterprise delivery environments. Experience with sales process design and optimization (forecast methodology, pipeline hygiene frameworks). Knowledge of global regulatory and compli