Director of Sales Operations

Job Summary The Director of Sales Operations is responsible for leading and optimizing operational functions that support revenue growth, customer experience, and sales execution. This leadership role oversees Order Entry, Call Center Support, Project Management, Channel Partner Support, and Quality Assurance to ensure operational excellence, process efficiency, and scalable business performance. Responsibilities Develop and execute operational strategies that improve sales productivity, customer satisfaction, and revenue performance. Lead operational support functions aligned to company growth objectives and sales priorities. Partner with Sales, Finance, IT, Product, and Customer Experience teams to streamline operational workflows and remove business friction. Establish operational KPIs, dashboards, and reporting to monitor performance and identify improvement opportunities. Drive continuous improvement initiatives focused on scalability, automation, and process optimization. Order Entry & Sales Support Oversee order management processes to ensure accurate, timely, and compliant order submission and fulfillment. Improve quote-to-cash workflows and reduce order fallout, rework, and processing delays. Develop operational standards and controls that improve sales accuracy and customer onboarding experience. Partner with system and technology teams to enhance CRM and order management tools. Call Center Support Operations Lead support operations that assist internal sales teams, partners, and customers. Establish service level agreements (SLAs), escalation management processes, and operational performance standards. Improve responsiveness, case management, and issue resolution effectiveness. Monitor operational metrics including handle time, resolution time, service quality, and customer satisfaction. Project Management & Business Initiatives Lead cross-functional operational projects and strategic business initiatives from planning through execution. Build and manage project roadmaps, timelines, risk mitigation plans, and stakeholder communications. Drive organizational readiness for new products, process changes, system enhancements, and go-to-market initiatives. Ensure successful implementation of operational transformation initiatives. Develop operational support models that improve the experience and effectiveness of channel partners and indirect sales organizations. Ensure partners have access to accurate pricing, ordering processes, sales support, and issue resolution. Collaborate with Channel Sales leadership to improve partner onboarding, engagement, and operational efficiency. Identify operational gaps impacting partner satisfaction and sales performance. Quality Assurance & Compliance Establish and maintain quality assurance programs across operational support functions. Monitor operational accuracy, policy compliance, and customer experience standards. Conduct audits, process reviews, and root cause analysis to identify operational improvement opportunities. Implement quality scorecards, training programs, and corrective action plans. Qualifications Bachelor's degree in Business, Operations, Telecommunications, or related field required; MBA preferred. 8+ years of progressive leadership experience in Sales Operations, Business Operations, or Customer Support environments. Experience leading operational teams within telecommunications, technology, SaaS, or business services industries preferred. Strong knowledge of order management, sales support processes, CRM platforms, and operational workflows. Proven experience managing large-scale operational projects and cross-functional initiatives. Strong analytical, organizational, and problem‑solving skills. Excellent communication and executive presentation abilities. Experience with Salesforce.com or similar CRM and operational systems preferred. Pay is competitive and based on a number of job‑related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $141,372.00 - $201,960.00 per year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. #J-18808-Ljbffr Altice USA