Sales Operations Lead — Hybrid, Boston

Job Type: Permanent Sales Operations Lead Department: Operations Delivery (Sales) Location: US (Boston, MA preferred) | Hybrid Reports to: Sales Delivery Director Type: Full‑time Role Purpose: The Sales Operations Lead runs the day‑to‑day Sales delivery capability across SGS and/or internal teams. This leader is accountable for operational execution, team management, workforce planning, service levels, and performance outcomes for sales support and sales process operations. Unlike the Sales Excellence Lead (continuous improvement/process design), this role is focused on operational delivery: ensuring the sales engine is staffed, trained, scheduled, well‑tooled, compliant, and consistently meeting targets. Core Responsibilities: Operational Leadership & Execution: Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs). Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets. Drive cadence: huddles, daily stand‑ups, weekly performance reviews, monthly ops health checks. Team Management & Workforce Planning: Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill. Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans. Ensure onboarding, training, and cross‑skilling align to current sales processes and tooling. Quality, Compliance & Risk: Own QA framework and audit readiness (call monitoring, case reviews, documentation). Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities. Remediate operational risks and control gaps; implement corrective actions and prevent recurrence. Process Adherence & Tooling Readiness: Ensure consistent application of approved sales processes, scripts, and playbooks. Maintain operational readiness of tools (CRM/telephony/IVR, dashboards). Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime. Vendor/Partner Management (SGS): Govern SGS performance against contract and SLAs. Align training, QA, and knowledge content across internal and SGS teams. Performance Management & Reporting: Publish dashboards covering volume, conversion, quality, and customer metrics. Run variance analysis, root cause, and action plans. Collaboration & Stakeholder Management: Partner with Sales Excellence and Transformation Office for change and readiness. Collaborate with Underwriting, Product, Compliance, and Finance. Key Outcomes & KPIs: SLA adherence, backlog health, abandonment rate Conversion rate, AHT, FCR QA pass rate, audit results, error rate CSAT/NPS, complaint rate Attrition, engagement, training completion Cost per interaction, utilization Qualifications: 7+ years in Sales Operations or Contact Center Operations Experience managing daily operations at scale Familiarity with WFM, QA frameworks, CRM/telephony systems Insurance experience preferred Skills & Behaviours: Operational ownership and accountability Strong people leadership and coaching Customer‑first decision making Data-driven problem solving Comfortable leading through change Role Distinction: Operations Lead: Owns execution, staffing, daily performance, vendor management. Excellence Lead: Owns process design, continuous improvement, SME input to transformation. Travel & Work Pattern: Occasional travel to SGS and office locations (up to 20%). Hybrid model. What We Offer: 401(k) with competitive company matching Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care) Company paid group term life, short‑term disability and long‑term disability coverage 24 Paid time off days plus 2 Hiscox days, 10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days Paid parental leave 4-week paid sabbatical after every 5 years of service Financial Adoption Assistance and Medical Travel Reimbursement Programs Annual reimbursement up to $600 for health club membership or fees associated with any fitness program Company paid subscription to Headspace to support employees’ mental health and wellbeing 2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in‑class health and wellness program Dynamic, creative, and values-driven culture Modern and open office spaces, complimentary drinks Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non‑profits via the Hiscox USA Foundation Salary Range: $90k-$120k The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Please note that this position is hybrid and requires two (2) days in our office weekly. #J-18808-Ljbffr Hiscox