About this role.
This senior commercial systems leadership role owns the roadmap, administration, and optimization of Salesforce and related commercial technology platforms for the US organization. The manager translates commercial requirements into system designs, oversees integrations with ERP, data warehouses, analytics tools, and vendors, and leads a small team of administrators and analysts. The position also establishes an AI roadmap for use cases such as account prioritization, opportunity scoring, territory planning, rep coaching, and reporting. Success requires substantial experience in sales or revenue operations, enterprise technology, or commercial systems engineering, along with strong stakeholder management and delivery discipline.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I begin with stakeholder interviews and workflow mapping to identify the business outcome, users, data requirements, and success metrics. I convert validated needs into prioritized user stories, assess configuration versus custom development, and maintain a roadmap that balances quick wins, technical debt, adoption, and strategic initiatives.
I define source-of-truth ownership, data contracts, integration patterns, error handling, security controls, and monitoring before delivery starts. I partner closely with IT and data teams to test end-to-end scenarios, reconcile critical records, document dependencies, and establish operational ownership after release.
I would first confirm that the use case addresses a measurable commercial problem and that the necessary data is reliable and governed. I would run a focused pilot with clear baseline metrics, user feedback loops, bias and privacy review, and scale criteria such as adoption, accuracy, productivity impact, and revenue relevance.
I use transparent portfolio prioritization based on business impact, risk, effort, dependencies, and timing. I establish clear owners, milestones, decision logs, and regular stakeholder reviews, while protecting capacity for production support, data quality, and urgent business needs.
I would run a build-versus-buy assessment covering functional fit, implementation speed, total cost of ownership, integration complexity, security, maintainability, and user adoption. I would present the trade-offs and recommendation in business terms, then ensure the selected path has clear governance, success measures, and an accountable delivery plan.
THE COMPANY:
Juul Labs’s mission is to transition the world’s billion adult smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products. We have the opportunity to address one of the world’s most intractable challenges through a commitment to exceptional quality, research, design, and innovation. Backed by leading technology investors, we are committed to the same excellence when it comes to hiring great talent.
We are a diverse team that is united by this common purpose and we are hiring the world’s best engineers, scientists, designers, product managers, operations experts, and customer service and business professionals. If the opportunity to build your career is compelling, read on for more details.
The Senior Manager, Commercial Capabilities is a hands-on leader responsible for managing and optimizing the tools and platforms that support the US Commercial organization. Reporting to the Sr. Director, Commercial Planning & PMO, this role is focused on CRM administration and roadmap ownership for Commercial technology improvements. The Senior Manager will work closely with Commercial leadership, IT, and external vendors to maintain and enhance our Commercial technologies.
The ideal candidate brings either solid software engineering experience applied to Commercial systems, or strong process operations skills with hands-on experience in enterprise technology platforms — paired in both cases with cross-functional collaboration skills and the ability to lead a small team.
KEY RESPONSIBILITIES:
Commercial Systems Operations & Planning
- Support and contribute to the Commercial Systems roadmap, encompassing CRM (Salesforce) and other technology systems and tools
- Partner with Commercial Strategy, Revenue Management, Sales Leadership, and other cross-functional teams to translate business needs into practical technology solutions
- Assist in build vs. buy evaluations for new tool investments, summarizing trade-offs for leadership review
- Ensure platforms are well-documented, integrated, and maintained for long-term sustainability
Salesforce Platform Management
- Manage ongoing development, configuration, and optimization of the Salesforce platform to support field sales effectiveness and optimization of Commercial effectiveness
- Lead requirements gathering, solution design, user story development, and UAT for Salesforce workstreams
- Own release management, platform documentation, and end-user training to ensure adoption and data integrity
- Partner with the JLI IT team to ensure sound integrations between Salesforce and adjacent platforms including ERP, data warehouses, and third-party analytics tools
Tool Development & Delivery Oversight
- Support the design and delivery of custom-built internal tools where Commercial needs exceed off-the-shelf capabilities
- Define technical requirements and coordinate with development teams or vendors to execute software builds
- Help establish engineering standards, QA processes, and release cadences for internally developed tools
- Ensure custom solutions integrate with the broader commercial systems ecosystem
AI Roadmap for Commercial
- Develop and maintain the AI roadmap for the Commercial function, identifying high-value use cases such as account prioritization, lead and opportunity scoring, rep coaching, territory planning, content generation, and field reporting.
- Partner with IT, Data, and external vendors to evaluate AI solutions; lead pilots and define the criteria for scale.
- Champion responsible adoption — building field confidence, managing change, measuring impact, and iterating based on user feedback.
Cross-Functional Stakeholder Collaboration
- Partner with Commercial teams and functional partners to identify systems needs and maintain alignment on priorities
- Translate technical concepts into clear business language for management audiences; translate business requirements into technical specifications for development teams
- Collaborate with PMO and Commercial Planning functions to align systems delivery with commercial initiatives
Team & Vendor Coordination
- Lead and develop a small team of Salesforce administrators and systems analysts
- Coordinate with external development vendors, system integrators, and technology partners
- Track platform budgets, project milestones, and delivery progress across active workstreams
- Perform related duties as assigned, within your scope of practice
PERSONAL AND PROFESSIONAL QUALIFICATIONS:
We are open to candidates from two primary backgrounds — what matters most is the combination of systems thinking, collaborative leadership, and a track record of delivery.
Process Architecture / Operations Track
- 8+ years of experience in sales operations, revenue operations, commercial strategy, or management consulting with a strong technology component
- Strong process design skills — ability to map and operationalize commercial workflows across organizations
- Proven ability to define requirements for and oversee delivery of systems projects
- Experience coordinating with technical development teams or vendors against a defined roadmap
- Solid fluency with enterprise platforms (CRM, ERP, BI/analytics) and ability to support technology evaluation decisions
Technical / Engineering Track
- 8+ years of experience in software engineering, commercial systems development, or enterprise technology
- Demonstrated experience building or supporting full-stack or enterprise applications in a commercial context
- Familiarity with Salesforce and the ability to contribute to platform-level design decisions
- Exposure to ERP systems (SAP, Oracle, NetSuite) and cross-platform integrations
- Working knowledge of API design, data modeling, and systems integration patterns
Required for All Candidates
- Senior Manager-level stakeholder management, including regular engagement with Director/VP-level commercial leaders
- Salesforce certification strongly preferred
- Demonstrated ability to manage concurrent technology projects on time and within budget
- Strong verbal, written, and presentation skills with attention to detail
- Comfort navigating ambiguity and building structure in a fast-moving commercial environment
EDUCATION:
- Bachelor’s degree required; Computer Science, Engineering, Information Systems, or Business preferred
- MBA or advanced degree a plus, not required
JUUL LABS PERKS & BENEFITS:
- A place to grow your career. We’ll help you set big goals – and exceed them
- People. Work with talented, committed and supportive teammates
- Equity and performance bonuses. Every employee is a stakeholder in our success
- Cell phone subsidy, commuter benefits and discounts on JUUL products
- Excellent medical, dental and vision, disability, and life insurance, plus family support, wellness, legal, and employee assistance program benefits
- 401(k) plan with company matching
- Plus biannual discretionary performance bonuses
Juul Labs is proud to be an equal opportunity employer and is committed to creating a diverse and inclusive work environment for all employees and job applicants, without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. We will consider for employment qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance. Juul Labs also complies with the employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Juul Labs in the US. #LI-remote
SALARY RANGES:
Salary varies by role, level and location, and is dependent on the cost of labor in a given
geographic region among other factors. These ranges may be modified at any time.
LOCATIONS:
Tier 1 Locations: Greater New York City, and San Francisco Bay Area
Tier 2 Locations: Greater Boston, Washington DC Metropolitan Area, Seattle/Tacoma,
Greater Sacramento, Southern California (Los Angeles/OC/San Diego, Riverside and Imperial counties)
Tier 3 Locations: Rest of New England, NY Capital District, Rest of New Jersey, Greater
Philadelphia, Pittsburgh, Delaware, Rest of Maryland, Rest of Virginia, North Carolina,
Atlanta, Miami-Fort Lauderdale-WPB, Chicagoland, Dallas, Houston, Austin,
Minneapolis/St. Paul, Colorado, Phoenix, Las Vegas, Reno, Carson City NV., Portland Ore./Vancouver
Wash., Rest of California, Hawaii
Tier 4 Locations: Rest of US including Alaska and Puerto Rico
Tier 1 Range:
$144,000—$180,000 USD
Tier 2 Range:
$131,000—$164,000 USD
Tier 3 Range:
$123,000—$154,000 USD
Tier 4 Range:
$122,000—$152,000 USD
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