Director, Business Optimization & Operational Excellence

Dow Jones Energy is a leading global energy intelligence business providing trusted price reporting from our specialist Price Reporting Agency (PRA) OPIS, Chemical Market Analytics (CMA) and McCloskey, proprietary data, market intelligence, news and research to help customers navigate increasingly interconnected energy markets. Through our specialist businesses, Dow Jones Energy makes it easier to discover and access trusted expertise spanning oil and gas, chemicals, refined fuels, coal, electric vehicle infrastructure and renewables. Our specialist businesses combine rigorous pricing methodologies with world-class human judgment to deliver the trusted intelligence and specialist insight customers need to make confident decisions. 

The Director of Business Optimization & Operational Excellence will play a pivotal role in transforming commercial operations into a highly efficient, value-impacting engine. Reporting directly to the VP of Operational Excellence, this role is tasked with managing the Business Optimization team driving the end-to-end Customer Journey process improvement, strengthening commercial and commercial operations execution, and enabling sustainable business growth. In addition, implement systematic collection of VOC across customer facing functions for actionable insights.The successful candidate will leverage Lean management frameworks, process mapping methodologies, automation technologies, and advanced Salesforce CRM optimization to eliminate friction across commercial workflows. Furthermore, this role will champion cross-functional alignment and operational efficiency across critical commercial partnering functions, including Sales Excellence, Customer Service, Sales Coordination, RevOps, Marketing, Billing and Legal teams. 

1. Process Mapping, Streamlining & Lean Optimization

• Workflow Documentation: Map existing end-to-end commercial operations, creating comprehensive As-Is process maps, standard operating procedures, and To-Be future-state designs.  
• Lean & Continuous Improvement: Apply Lean, Six Sigma, and Kaizen methodologies to identify operational bottlenecks, redundancies, waste, and friction points across departments. 
• Optimization Execution: Redesign Lead to Cash workflows to reduce cycle times, minimize error rates, eliminate rework, and enhance overall service delivery quality.
• Customer Journey Optimization: Partner with marketing, sales and sales operations to design, evaluate, and refine automated lead journeys that nurture prospects and generate high-intent sales leads. 

2. Salesforce CRM Maximization & Commercial Enablement

• Salesforce Utilization & Optimization: Serve as the primary business bridge between commercial teams and Salesforce administrators to enhance user adoption, workflow automation, lead-to-cash process efficiency, and pipeline management.
• Commercial Execution & Sales Enablement: Streamline sales workflows, lead routing, opportunity tracking, and CPQ (Configure, Price, Quote) integration to remove administrative burden from sales. 
• Manage the implementation of digital adoption training tools (WalkMe).

3. Process Innovation, Digital Transformation & Automation

• Automation Tool Integration: Identify and champion innovative technology solutions, including Robotic Process Automation (RPA), AI-driven workflows, smart forms, and document management automation.
• Digital Workflow Solutions: Modernize manual, e-mail based, paper-based, or spreadsheet-heavy tasks across commercial and support operations into automated digital tools.

4. Cross-Functional Support Team Operational Efficiency 

• Commercial Support Optimization: Drive operational excellence across Customer Service, Contract Support, and Sales Coordinator teams to align service metrics with commercial growth objectives.
• Customer Service & Order Execution: Enhance ticket resolution workflows, order management, and inquiry handling to improve Customer Satisfaction (CSAT) and key SLA performance. 

• 12+ years of progressive professional experience in business operations, management consulting, or commercial operational excellence.
• 4-5+ years of direct people management, with proven success leading optimization or continuous improvement teams
• Lean / Six Sigma: Lean Six Sigma Green Belt or Black Belt certification strongly preferred.
• Salesforce Expertise: Proven experience optimizing Salesforce CRM from a business/ operational perspective (Salesforce Administrator certification or deep business architecture experience is a strong plus).

• Process Mapping Tools: Advanced proficiency in Visio, Lucidchart, Signavio, or similar workflow mapping platforms.
• Sales Enablement & CRM: Deep understanding of Salesforce functionality, pipeline hygiene, reports/dashboards, and automated commercial workflows.
• Change Management & Leadership: Strong stakeholder management skills with a demonstrated ability to influence cross-functional leaders and drive change adoption without direct line authority. 

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