Chromalox
Head of Commercial Operations (ETS)
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Head of Commercial Operations (ETS)
About Electrical Thermal Solutions (ETS) & Chromalox
Composed of Chromalox, Durex Industries, Vulcanic, and Thermocoax businesses, Electrical Thermal Solutions (ETS)—part of Spirax Group—creates electrical process heating and temperature management solutions. This includes:
- Industrial heaters and systems
- Heat tracing
- A range of component technologies
At Chromalox, we build advanced thermal technologies for the world’s most challenging industrial heating applications.
Headquartered in Pittsburgh, Pennsylvania, Chromalox traces its origins to 100 years ago, when a self-taught engineer invented the first metal-sheathed resistance heating element. This innovation helped launch an entire industry.
We excel in industries that demand precision and high standards, making us acknowledged experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs.
The Role: Head of Commercial Operations
The Head of Commercial Operations strengthens commercial execution across the business by integrating:
- Customer demand
- Contract risk
- Delivery performance
- Programme tracking
- Revenue recognition disciplines
The role ensures:
Governance and operational leadership, including:
- Ensuring customer commitments/expectations are clearly understood.
- Measuring performance against expectations and implementing action plans.
- Proactively managing commercial and contractual risks.
- Delivering large orders and contracts with discipline and visibility.
- Ensuring financial outcomes are predictable and controlled.
Scope and Accountability
- Collaborate with Operations & Supply Chain, Finance, Legal, and PMO functions.
- Establish/improve and influence consistent commercial processes.
- Align performance metrics and governance routines linking:
- Customer expectations
- Internal delivery capability
- Contractual obligations
- Financial performance
Responsibilities
Cross-Functional Integration
Alignment of commercial expectations with Operations & Supply Chain, Finance, Legal, and PMO
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Skills Required:
- Ensure clear translation of customer expectations into delivery plans.
- Facilitate joined-up decision-making across the order lifecycle.
Embedding S&OP (Sales & Operations Planning) & Demand Visibility
- Embed customer requirements into robust S&OP processes.
- Align forecasting assumptions and delivery commitments across:
- Commercial teams
- Supply functions
- Surface and escalate risks, gaps, and constraints early.
Order & Contract Risk Management
- Govern open and future orders by identifying:
- Commercial risk
- Contractual exposure
- Delivery/supply risks.
- Implement clear escalation and recovery/mitigation frameworks.
Large Order/Contract PMO (Project Management Office) Oversight
- Own tracking of major contracts and programmes.
- Ensure visibility of:
- Key milestones
- Invoicing deliverables
- Internal & external dependencies
- Risks (RAID: Risks, Actions, Issues, Decisions)
- Financial impact analysis and forecasting
- Drive disciplined execution through structured PMO engagement.
Revenue Recognition Governance (IFRS 15)
- Partner with Finance to ensure compliant revenue recognition.
- Align operational delivery with:
- Performance obligations
- Evidence of milestones
- Contract terms
Customer Focus/Obsession
Delivery Performance
- Track performance vs. customer commitments.
- Identify root causes of delays or underperformance.
- Ensure corrective actions are owned and delivered.
Customer Sustainability & Growth Insight
- Monitor customer health (retention, churn, share-of-wallet).
- Identify:
- Grey-space opportunities (potential collaboration gaps)
- White-space opportunities (untapped markets/sector expansion)
- Feed insights into commercial and supply prioritisation.
Dispute Resolution
- Support resolution of commercial and contractual disputes.
- Coordinate between Legal, Finance, and Commercial teams.
- Ensure structured tracking and resolution of disputes.
Customer Engagement Governance
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- Standardise engagement processes with key customers.
- Ensure preparation, follow-up and accountability in engagements.
- Capture insight systematically to inform decision-making.
Leadership & Ways of Working
-
Act as a trusted partner to senior commercial and operational leaders, providing:
- Structure, discipline, and challenge to decision-making.
- Drives a culture of transparency, ownership, and proactive risk management.
-
Build:
- Governance packs
- Dashboards
- Operating rhythms for leadership.
-
Lead continuous improvement of commercial operations processes.
Requirements
-
Strong background in:
- Commercial operations
- Programme/contract management
- Finance/Business operations
-
Proven track record in a complex B2B, contract-led environment.
-
Deep understanding of:
- Order lifecycle management
- Contract risk & mitigation
- Delivery performance
-
Familiarity with IFRS 15 revenue recognition.
-
Strong stakeholder management, analytical, and executive communication skills.
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Experience in:
- Building communication cadences
- Creating governance frameworks
- Establishing performance reporting systems
Success Measures
Improvements Expected:
- Enhanced visibility and control of order and contract risk.
- Strong alignment between:
- Customer demand
- S&OP planning
- Delivery execution.
- Disciplined tracking of large contracts and programmes.
- Reduction in:
- Commercial surprises
- Reactive firefighting.
- Improved:
- Delivery performance insight
- Execution.
- Consistent and effective customer engagement processes.
Chromalox’s Commitment to Diversity & Inclusivity
At Chromalox, we champion equal opportunities and inclusivity:
- Our workplace adheres to the highest hiring standards.
- Prohibits discrimination and harassment based on:
- Race
- Color
- Sex
- Religion
- Sexual orientation
- National origin
- Disability (physical/mental)
- Genetics
- Pregnancy
- Or any other protected characteristic under federal, state, and local laws.
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