What’s the role 

The Commercial Operations Manager is a key executive leader responsible for overseeing operational strategy, performance, and execution across the organization. This role ensures operational excellence, drives scalable processes, and leads cross functional collaboration to support company growth, profitability, and customer satisfaction. 

This role works closely with the B2B Finance Manager, B2B Portfolio Lead, and other senior leaders to set strategic direction, align operational priorities with business objectives, and drive continuous improvement across the enterprise. 

Accountabilities: 

Operational Strategy & Leadership  

• Develop and execute the company’s long-term operational strategy to support growth, efficiency, and service excellence 

• Lead and mentor a high-performing operations organization, including billing, commissions, transaction and enrollments – total of ~28 full time employees, with 4 direct reports  

• Establish operational goals, KPIs, and dashboards to measure performance and drive accountability  

Business Performance & Process Optimization  

• Ensure accurate and timely generation of invoices in accordance with customer contracts and internal policies 

• Identify and implement process improvements that increase operational efficiency, reduce costs, and enhance service delivery 

• Ensure billing software is performing to high standards and appropriate enhancements are made   

• Oversee resource planning and workforce management to meet business and customer demands 

• Ensure accurate commissions calculation for internal sales staff as well as external brokers. Collaborate with HR, Payroll and Finance to ensure timely calculations delivery for payout 

• Drive operational standardization, reliability, and scalability across all functions and regions 

Cross-Functional Executive Collaboration  

• Partner with Sales, Pricing, Risk, Supply, Finance, and Technology to align operational capabilities with market opportunities and customer requirements  

• Support major bids, proposals, and strategic customer initiatives with operational expertise and planning 

• Collaboration with Finance on budgeting, P&L oversight, capital planning, and operational forecasting 

Customer Experience & Service Excellence  

• Ensure operational teams deliver high-quality, on-time, and consistent services aligned with contractual and service-level commitments 

• Championing customer-centric processes and drive improvements in customer satisfaction, retention, and overall service quality 

• Oversee resolution of high-impact operational or customer issues and serve as an escalation point with strategic accounts 

Risk Management & Compliance  

• Ensure operations and invoices are in line with regulatory standards of applicable jurisdiction  

• Implement operational risk management frameworks and business continuity plans 

• In partnership with IT product owners, oversee operational vendor management, procurement strategy, and operational partners to ensure performance and reliability 

Organizational Development & Change Leadership  

• Lead large-scale transformation initiatives, including digital operations, automation, and system modernization 

• Build an operational culture centered on innovation, continuous improvement, and operational discipline 

• Develop leadership succession planning and strengthen talent pipelines across operational functions 

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• Master’s degree in Business, Operations Management, Engineering, or a related field; an advanced degree (MBA, MS in Operations, Engineering Management, or equivalent) is preferred 

• At least 15 years of progressive leadership experience in operations within complex or high-growth organizations 

• Demonstrated success leading large, diverse operational teams at a senior or executive level 

• Proven track record in operational strategy, scaling organizations, and optimizing performance 

• Strong financial acumen, including P&L management, budgeting, and capital planning 

• Exceptional communication, leadership presence, and relationship building skills 

• Experience in technology, telecommunications, aerospace, or enterprise services environments 

• Familiarity with Lean, Six Sigma, or other continuous improvement methodologies 

• Experience supporting large enterprise customers, government programs, or global operations 

What we offer 

The base salary range for this position is $138,000 - $208,000 per year.  As   pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs 

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.  

Shell in The United States 

Shell has been in the US for more than 100 years, leading the sector in energy, petrochemicals and refined products.  Today, we provide millions of Americans with the energy needed to heat and cool their homes and power the economy.   

We operate in all 50 states, from our Deepwater platforms in the Gulf of America to the Pennsylvania Chemicals complex and our miles of pipelines throughout the US.