Manager, Commercial Services na Glaukos Corporation
Glaukos Corporation · Aliso Viejo, Estados Unidos Da América · Onsite
- Senior
- Escritório em Aliso Viejo
Manager, Commercial Services
What You’ll Do:
The Manager, Commercial Services, will manage the commercial and customer experience strategy by leading our customer service team which is responsible for processing customer inquiries, promotional requests, and service support related to our biopharmaceutical products and programs. This role ensures efficient and compliant operations across customer touchpoints, maintaining excellence in service delivery for healthcare providers, distribution partners, and other key stakeholders.
In addition to team leadership, this individual will support and project manager broader Customer Success initiatives, such as the implementation of new distribution centers, patient and HCP sampling programs, and other cross-functional commercial projects. The ideal candidate combines strong operational acumen with project management capabilities and a deep commitment to patient-centric service.
Team & Operational Leadership
- Lead, coach, and develop a team responsible for managing inbound customer inquiries, order entry, and promotional material processing, ensuring adherence to regulatory and compliance requirements.
- Maintain and continuously improve service levels, operational efficiency, and data accuracy in accordance with biopharma industry standards.
- Ensure timely and accurate execution of HCP-facing programs (e.g., samples, copay support inquiries, field team support) in compliance with FDA, PDMA, and other applicable guidelines.
- Oversee daily team workflows, identifying and addressing operational bottlenecks and resourcing needs.
Project & Cross-Functional Support
- Support or lead the execution of commercial operations projects, including:
- Launch and onboarding of new distribution centers or third-party logistics (3PL) partners.
- Rollout of new field-facing tools, sampling programs, or patient access initiatives.
- Implementation of process improvements across Commercial Services and Customer Success.
- Collaborate closely with internal stakeholders such as Sales, Market Access, Supply Chain, Quality, Medical Affairs, and Compliance to align priorities and deliverables.
- Track and manage project milestones, documentation, training, and reporting requirements.
Quality, Compliance & Continuous Improvement
- Partner with Quality Assurance and Compliance to ensure SOPs, documentation, and service delivery align with regulatory and internal standards.
- Serve as a point of escalation for service issues and exceptions, leading timely root cause analysis and resolution.
- Leverage metrics and feedback to identify trends, recommend process improvements, and enhance overall customer experience.
How You’ll Get There:
- 8+ years of relevant industry experience
- 2+ years of experience managing or leading teams in a regulated environment.
- Experience managing multiple projects with stake holders from multiple departments.
- Experience working with CRM and ERP systems (e.g., Salesforce, Veeva, SAP).
- Strong cross-functional collaboration, communication, and problem-solving skills.
- Demonstrated ability to manage multiple priorities and deliver in a fast-paced, highly regulated setting.
- Bachelor’s degree required.
Company
Generous. Innovative. Leadership-driven. Family-oriented. Socially responsible.
Founded in 1998, Glaukos Corporation is an ophthalmic pharmaceutical and medical technology company focused on developing and commercializing novel therapies for the treatment of glaucoma, corneal disorders, and retinal diseases.
Our mission at Glaukos is to truly transform vision by pioneering novel, dropless therapies that can meaningfully advance the standard of care and improve the lives of patients suffering from chronic, sight-threatening eye diseases.
Innovation is at the core of everything we do, and we are resolute in our commitment to challenge conventional thinking with new treatment alternatives that are supported by real science, robust clinical evidence, and an unrelenting focus on patients.
Our constant pursuit of game-changing technologies that disrupt legacy treatment paradigms is encapsulated in the Glaukos mantra “We’ll Go First,” which articulates our willingness to take chances, our determination to forge new ground, and our commitment to continuous improvement in all that we do.
Our company completed an initial public offering in June of 2015, and our shares are traded on the New York Stock Exchange under the ticker symbol “GKOS”. Our global headquarters is in Aliso Viejo, California with additional locations in San Clemente, California, and Burlington, Massachusetts.
Glaukos Corporation is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
