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Description

More than a decade ago, Ledge introduced America to the first-in pool chaise and modern design forward furniture for a more compelling outdoor living experience. Today the award-winning brand is recognized as the in-pool and poolside leader, adopted by discerning homeowners and five star resort and residential properties around the world.

Our continued success is very much a consequence of our team members, the Ledge culture of collaboration and innovation, and our unwavering belief in the importance of design distinction in everything we do.

Job Overview:

Ledge is seeking a highly strategic, analytical, and operationally sophisticated Director of Commercial Operations to lead and optimize the infrastructure that supports our commercial business. This role will serve as a critical connector across sales, project execution, fulfillment, customer experience, sourcing, and logistics—ensuring operational excellence from pipeline development through final installation.

The ideal candidate brings deep experience within the hospitality, multi-family, and commercial design ecosystem, with a strong understanding of complex project workflows, client expectations, forecasting, fulfillment strategy, CRM discipline, and cross-functional execution. This leader will establish scalable processes, drive business intelligence, improve operational visibility, and lead a team of Commercial Project Specialists to support profitable growth and exceptional project delivery.

This is a leadership role for an individual who combines business acumen, project and operational rigor, strong commercial instincts, and high situational awareness with the ability to influence across functions and elevate team performance.

Key Responsibilities:

Commercial Operations Leadership

• Lead the day-to-day and strategic execution of commercial operations across hospitality, multi-family, and other contract/project-based business channels.
• Build and implement scalable processes, standards, and operating rhythms that improve execution, visibility, and accountability across the commercial organization.
• Develop a high-performing operational infrastructure that supports revenue growth, customer satisfaction, and margin optimization.
• Lead, coach, and develop a team of 2–4 Commercial Project Specialists, setting clear expectations, performance standards, and development plans.

Pipeline, Forecasting & CRM Management

• Own commercial pipeline visibility and operational forecasting in close partnership with sales leadership.
• Drive CRM discipline and reporting accuracy, ensuring clear tracking of opportunities, project stages, timing shifts, close probability, and fulfillment readiness.
• Translate pipeline and project data into actionable insights that inform business decisions, capacity planning, prioritization, and risk management.
• Create and maintain dashboards, KPIs, and reporting tools that improve leadership visibility into demand, conversion, execution, and operational performance.

Project Integration & Execution

• Partner cross-functionally with sales, sourcing, logistics, finance, customer experience, and other internal stakeholders to manage projects from specification through fulfillment and installation.
• Oversee the operational execution of commercial projects, ensuring alignment between customer requirements, internal capabilities, and delivery expectations.
• Identify and resolve execution risks early, proactively managing project changes, lead times, dependencies, and operational constraints.
• Serve as a senior escalation point for complex project issues, balancing customer satisfaction with sound business judgment.

Fulfillment Strategy & Customer Delivery

• Develop and refine fulfillment strategies that support a seamless customer experience while improving operational efficiency and profitability.
• Oversee quotation, ordering, invoicing coordination, delivery planning, and installation-related operational workflows.
• Act as a strategic partner to clients and project teams, ensuring strong communication, timeline management, and confidence throughout the project lifecycle.
• Ensure operational readiness to support varying project sizes, timelines, and customer requirements across the commercial business.

Process Improvement & Business Performance

• Evaluate current workflows, tools, and handoffs to identify inefficiencies and opportunities for process improvement.
• Establish best practices and process standards that improve speed, quality, forecasting accuracy, and cross-functional collaboration.
• Bring a high level of commercial awareness and business intelligence to operational decision-making, with a strong understanding of how operational performance impacts revenue, margins, and customer retention.
• Support quarterly and annual business planning through operational strategy, resourcing recommendations, and performance analysis.

What Good Looks like:

• Commercial team hits monthly shipped revenue goals.
• Manage the commercial project team and successful project execution.
• Improve processes and give accurate forecasting, hitting gross sales number.

Requirements

• 8+ years of experience in project operations, commercial operations, project management, or related leadership roles supporting large-scale hospitality, multi-family, commercial interiors, or design-driven projects
• Strong understanding of the hospitality design, multi-family, or commercial project ecosystem, including engagement with designers, developers, procurement teams, ownership groups, operators, and vendors
• Proven experience leading operational execution for complex, multi-phase projects with high customer visibility and cross-functional coordination
• Experience managing or mentoring teams in a fast-paced, high-accountability environment
• Strong background in forecasting, CRM management, pipeline reporting, fulfillment strategy, and process improvement
• Advanced analytical capabilities with strong command of spreadsheets, reporting tools, and CRM platforms such as Salesforce or similar systems
• Ability to communicate effectively in writing, in presentations, and in cross-functional leadership settings
• Strong executive presence and ability to influence senior leaders, customers, vendors, and internal partners
• Ability to work under pressure, manage competing priorities, and adapt quickly in a dynamic environment
• Ability to travel up to 20%

At Ledge, we value diversity and inclusion and are committed to providing equal employment opportunities to all individuals. We offer a competitive salary, benefits package, and the opportunity to work with a dynamic team in a positive and supportive work environment.