Senior Director, Commercial Operations

We're seeking a future team member for the role of Senior Director, Commercial Operations to join our Commercial Office team. This role is located in New York, NY.

Role Summary

Senior Director, Commercial Planning & Execution Manager is a senior leadership role within the Commercial Hub, focused on building and scaling core sales operations and planning capabilities that support BNY's global sales and coverage practice. This role serves as a key connector between the Commercial Hub and line-of-business operations and enablement leaders, ensuring that enterprise priorities are translated into practical, executable operating mechanisms.

The role has a strong focus on sales operations, planning, and execution support, including the Client Executive program, account planning, the 1BNY cross-sell initiative, Voice of Client and CSAT programs, and the broader sales rhythm across the organization. This leader will work closely with hub leadership and business counterparts to turn strategy into reality - helping deploy headcount, shape client taxonomy, improve revenue routing and related processes, and establish practical ways of working that scale across the organization.

This is a highly cross-functional, externally facing role within the Commercial Hub. The Senior Director will be the face of the hub to many of the line-of-business operations and enablement leaders and will need to combine strategic judgment with strong execution capability, relationship management, and a hands-on approach to building practical solutions.

In this role, you'll make an impact in the following ways:

Lead Core Sales Operations and Planning Capabilities

• Lead and evolve key Commercial Hub sales operations and planning capabilities in support of the global sales and coverage practice.

• Own or coordinate important operating mechanisms including sales planning, account planning, the Client Executive program, sales methodology support, coverage and teaming approaches, client prioritization inputs, and related tools and templates.

• Ensure these capabilities are practical, scalable, and aligned to the needs of the businesses and field teams they support.

• Help define where the hub should provide direct support, where it should establish standards, and where line-of-business (LOB) teams should lead execution.

Drive 1BNY and Cross-Sell Execution Support

• Own the operating mechanisms behind the 1BNY cross-sell initiative and broader commercial collaboration efforts.

• Partner across teams to improve how cross-sell priorities are translated into real planning, workflows, engagement models, and execution support.

• Help establish the practical infrastructure needed to support more connected, cross-platform selling.

• Work with counterparts across the businesses to ensure shared initiatives are operationalized, not simply socialized.

Lead Voice of Client and CSAT-Related Programs

• Oversee core Voice of Client and CSAT-related work within Commercial Operations, including client feedback processes, account-level CSAT mechanisms, client health approaches, moments-that-matter inputs, and continuous improvement loops.

• Help ensure client feedback is translated into action through clear ownership, practical processes, and ongoing follow-up.

• Partner with business counterparts to balance consistency with execution close to the client and business.

Own and Improve Sales Rhythm

• Lead the Commercial Hub's role in shaping and running the sales rhythm with partners, including governance forums, recurring reviews, planning cadences, and operating touchpoints.

• Improve consistency, clarity, and effectiveness across forums and routines that support the commercial organization.

• Ensure meetings and mechanisms have clear purpose, outputs, and follow-through.

• Help create a more disciplined and scalable operating cadence across the hub and business partners.

Translate Strategy into Practical Deployment

• Work closely with GTM Strategy and hub leadership to translate strategic priorities into practical implementation plans.

• Help turn segment, country, market, and coverage priorities into actionable operating decisions related to headcount deployment, support structures, planning motions, and field execution.

• Partner with line-of-business and area ops and enablement teams to deploy changes in ways that are workable and adopted.

• Bridge strategy and execution by focusing on what it will take to operationalize commercial priorities.

Support Core Commercial Infrastructure

• Work hands-on on foundational operational topics such as client taxonomy, client sizing, revenue routing, revenue share mechanics, planning processes, and related infrastructure.

• Help bring greater clarity, consistency, and usability to these processes as we grow.

• Identify friction points and pragmatic improvements that make it easier for field and business teams to execute.

• Contribute to the development of scalable operating practices that reduce fragmentation and improve transparency.

Represent the Commercial Hub Across the Businesses

• Serve as a primary point of contact and visible leader for the Commercial Hub with line-of-business operations and enablement leaders.

• Build strong relationships across the businesses and establish credibility as a practical, solutions-oriented partner.

• Gather feedback, surface needs, and help shape the evolution of hub services and support models based on business realities.

• Represent the hub with a high degree of professionalism, responsiveness, and sound judgment.

To be successful in this role, we're seeking the following:

• 15+ years of experience
• MBA preferred
• Extensive experience in sales operations, commercial planning, and execution within a large, complex organization.
• Experience supporting global sales and coverage teams with scalable operating models and planning disciplines.
• Strong background in cross-functional leadership, partnering across business lines, operations, enablement, and strategy teams.
• Experience leading or supporting account planning, sales planning, and client executive/coverage programs.
• Experience driving cross-sell initiatives and building workflows or engagement models that improve collaboration across businesses.
• Background in Voice of Client, CSAT, client feedback, or client health programs with a focus on translating feedback into action.
• Experience establishing and improving sales rhythm, including governance forums, recurring reviews, and planning cadences.
• Proven ability to translate strategy into practical execution, including operating plans, deployment decisions, and field adoption.
• Hands-on experience with commercial infrastructure such as client taxonomy, client sizing, revenue routing, revenue-share mechanics, or related planning processes.
• Experience identifying process friction points and implementing pragmatic improvements that increase clarity, consistency, and scalability.
• Strong relationship management and stakeholder engagement experience, especially as a visible partner to senior operations and enablement leaders.
• Experience working in a highly matrixed, enterprise environment where influence, judgment, and coordination are critical.
• Ability to balance strategic thinking with hands-on execution and practical problem solving.
• Experience in an externally facing commercial or client-oriented environment is preferred.
• Financial services or similarly regulated, large-scale corporate environment experience would be beneficial.