Senior Manager, Commercial Capabilities

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 o