Senior Manager, Sales Operations & Support - Residential Sales

Job Description:

At Sparklight/Cableone and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Senior Manager, Sales Operations & Support is responsible for leading the operational strategy, systems, processes, and support functions that enable a high-performing Residential Sales organization. This leader oversees the infrastructure that supports Door-to-Door, MDU (Multi-Dwelling Unit), Retail, and other residential sales channels by ensuring operational excellence, commission accuracy, sales reporting, process optimization, and cross-functional execution.

The ideal candidate is a strategic operations leader with strong analytical capabilities, exceptional attention to detail, and a passion for improving the sales experience through scalable processes and technology. This role partners closely with Sales, Finance, Marketing, HR, Customer Operations, Billing, IT, and Business Intelligence to drive efficiency, improve sales productivity, and ensure an exceptional customer experience.

Key Responsibilities

Sales Operations Leadership

• Develop and execute the operational strategy supporting Residential Sales across multiple sales channels.
• Lead the Sales Operations & Support team responsible for sales administration, reporting, order support, sales enablement, and operational execution.
• Establish standardized operational processes that improve efficiency, scalability, and consistency.
• Identify process improvement opportunities and implement solutions that reduce manual effort and improve sales productivity.
• Serve as the operational liaison between Residential Sales and internal business partners.

Sales Support & Process Excellence

• Oversee end-to-end sales support processes including order management, sales tools, inventory coordination, field support, and issue resolution.
• Ensure operational readiness for new product launches, promotions, compensation plans, and system enhancements.
• Develop and maintain policies, procedures, and documentation supporting Residential Sales operations.
• Drive continuous improvement initiatives using data, automation, and technology.

Sales Compensation & Commission Administration

• Own the governance, administration, and accuracy of monthly and quarterly Residential Sales commission calculations.
• Partner with Finance, Payroll, HR, and Sales Leadership to ensure commission plans are accurately implemented and consistently administered.
• Validate commission data, investigate discrepancies, and resolve payment issues in a timely manner.
• Maintain commission controls, audit processes, and documentation to ensure compliance with company policies.
• Produce recurring commission reporting and executive summaries highlighting trends, adjustments, and payout accuracy.
• Recommend enhancements to commission processes that improve transparency, efficiency, and scalability.

Reporting & Analytics

• Develop executive dashboards and KPIs measuring sales performance, productivity, conversion, operational health, and commission accuracy.
• Analyze trends to identify opportunities for growth, cost reduction, and operational improvements.
• Deliver actionable insights that support business decisions and strategic planning.
• Partner with Business Intelligence teams to improve reporting automation and data integrity.

Cross-Functional Partnership

• Collaborate with Marketing on campaign execution and sales readiness.
• Partner with Customer Operations and Billing to improve order quality and customer onboarding.
• Work closely with IT and Product teams to enhance sales systems and digital tools.
• Support Finance with forecasting, budgeting, and operational planning.
• Lead cross-functional projects impacting Residential Sales operations.

Leadership

• Recruit, coach, and develop a high-performing Sales Operations team.
• Establish performance goals, KPIs, and accountability measures.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Lead change management initiatives supporting organizational growth and transformation.

Qualifications

Required

• Bachelor's degree in Business, Finance, Operations, Marketing, or related field (or equivalent experience).
• 7+ years of progressive experience in Sales Operations, Business Operations, Revenue Operations, or Sales Support.
• 3+ years of leadership experience managing professional teams.
• Experience supporting residential sales organizations within telecommunications, broadband, cable, wireless, or other subscription-based industries.
• Demonstrated experience managing sales compensation programs and commission administration.
• Strong analytical and financial acumen with advanced Excel and reporting skills.
• Experience working with CRM, sales enablement, commission, and reporting platforms.
• Exceptional project management and organizational skills.
• Excellent communication and executive presentation abilities.

Preferred

• Experience supporting Door-to-Door, Retail, MDU, or field sales organizations.
• Knowledge of broadband, fiber, cable, or telecommunications products and operations.
• Experience with business intelligence tools such as Power BI, Sigma, or Tableau.
• Familiarity with ERP, CRM, commission, and workforce management platforms.
• Lean Six Sigma or continuous improvement certification is a plus.

Success Measures

Success in this role will be measured by:

• Accurate and timely monthly and quarterly commission processing.
• Improved sales productivity through operational enhancements.
• Increased order quality and reduced operational defects.
• Delivery of actionable sales reporting and executive insights.
• Successful implementation of cross-functional initiatives.
• High levels of internal customer satisfaction among Residential Sales leaders and field teams.

What You'll Bring

You are a strategic thinker who enjoys solving operational challenges with data, technology, and process improvements. You excel at balancing day-to-day execution with long-term planning and thrive in fast-paced, customer-focused environments. You build strong partnerships across the organization and have a passion for creating operational excellence that enables sales teams to succeed.

Benefits

Cable One appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: 

• Medical, dental, and vision plans – start when you start! 

• Life insurance (self, spouse, children)

• Paid time off (vacation, holiday, and personal/sick days) 

• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)

Additional Perks 

• Tuition reimbursement (up to $5,250 on 1st year) 

• Up to seventy-five dollars a month towards cable and internet services in select locations

• Annual community support to various organizations across the U.S. 

• Associate recognition & awards programs

• Advancement opportunities 

Remote/hybrid work environment (subject to change based on business needs)

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One, Inc. is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. 

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