Director, Commercial & Business Operations

About Sycle

Sycle is a market-leading global SaaS company with the mission of facilitating the delivery of better hearing to the world. Founded in 2001, we have grown to be the leading practice management solution for audiology (hearing care) providers, with more than 65% market share. The Sycle practice management solution frees up valuable time so our customers can grow their businesses through delivering high quality patient care and exceptional services that delight their customers. Small hearing care practices and some of the largest retailers utilize our software in 13 countries worldwide.

The Sycle team is 120 strong. We are headquartered in Lone Tree, Colorado with with a large remote workforce across the US and Canada. We are always on the lookout for exceptional talent to help us build and deliver market-leading tools that make a difference for our customers. Check out our job listings and apply!

The Role

We are seeking a hands-on, execution-focused Director, Commercial & Business Operations to build and lead the operational infrastructure supporting Sycle’s customer, vendor, partner, and commercial lifecycle.

Reporting directly to the Chief Operating Officer (COO), you will serve as a crucial "player-coach"—leading our Sales Administration team, overhauling manual workflows, strengthening HubSpot governance, and establishing commercial controls across the organization. You will balance setting SLAs and operational roadmaps with personally diving into systems to troubleshoot workflows, clean up data, and document standard operating procedures (SOPs).

Location: Preferred in Denver, CO (hybrid or remote). Open to candidates in Central, Mountain, or Pacific time zones (no East Coast time zones).

Key Responsibilities

• Customer Operations & Sales Admin: Lead and structure the team responsible for high-volume transactions—account setups, clinic additions, product activations, subscription changes, billing requests, and credits.
• Process Redesign & Optimization: Audit current workflows to eliminate manual handoffs, processing delays, human error, duplicate data entry, and unclear operational boundaries.
• HubSpot & System Governance: Serve as the primary business owner for HubSpot governance, establishing data standards, workflow logic, custom reporting, and user adoption.
• Commercial & Vendor Controls: Enforce guardrails for pricing updates, discounts, contract routing, activations, and billing handoffs. Manage vendor and partner onboarding, contracts, and renewals.
• Legal & Compliance Coordination: Act as the internal liaison to outside legal and privacy counsel for contract reviews and policy adherence, escalating material issues to the COO.
• ISO 27001/27701 & Audit Readiness: Operationalize the Information Security Management System (ISMS) across daily workflows, leading cross-functional audit preparation, risk remediation, and business continuity playbooks.
• Privacy Operations & Governance: Build and manage workflows for global and state privacy standards (e.g., GDPR, CCPA), including handling DSARs, conducting Privacy Impact Assessments (PIAs), and maintaining data processing records.
• HIPAA Safeguards & Access Control: Enforce administrative safeguards for Protected Health Information (PHI), overseeing routine access control audits, workforce training, and Business Associate Agreement (BAA) execution.
• Third-Party Vendor Management: Establish and lead the vendor evaluation framework to ensure all software, external suppliers, and contractor workflows align with company security, privacy, and regulatory standards.
• Metrics & Cross-Functional Alignment: Establish SOPs, SLAs, and dashboards tracking turnaround times, quality, and capacity. Partner across Sales, Finance, Product, CS, and Marketing to optimize handoffs.

Key Requirements & Qualifications

• Experience: 8+ years (Director) in Business, Commercial, Revenue, or Customer Operations. Healthcare tech, EHR, B2B SaaS, or regulated industry experience required.
• Team Leadership & Process Redesign: Proven track record leading operational teams and redesigning high-volume, manual, or complex business processes.
• CRM Mastery: Hands-on experience with CRM administration and governance (HubSpot strongly preferred; Salesforce considered).
• Commercial & Vendor Operations: Experience managing deal-desk controls, contract workflows, customer account administration, and vendor lifecycles.
• Compliance