Senior Manager, Digital Operations Process

Sr. Mgr. Digital Operations and Process

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Sr. Mgr. Digital Operations and Process is a strategic and execution-focused leader responsible for driving operational excellence across the Digital & Affiliate Sales organization. This role is accountable for instilling governance frameworks, leading process improvement initiatives, and enabling sales readiness across digital channels to support scalable, sustained revenue growth. Reporting into the Digital Sales Operations function, this leader will partner cross-functionally with channel leaders, product teams, and operations stakeholders to ensure the Digital & Affiliate Sales organization operates with consistency, transparency, and executional discipline. The role is central to transforming the organization from siloed, reactive operations to an integrated, proactive model that drives value over volume.

Major Duties and Responsibilities

• Identify operational inefficiencies across systems, tools, and handoffs; designing and implementing solutions that increase speed, accuracy, and engagement. Championing a culture of continuous improvement through root cause analysis, structured feedback loops, and closed loop remediation.
• Establish and maintain governance frameworks for digital sales operations processes. Document, track and communicate progress on key strategic initiatives while ensuring cross-channel alignment and accountability at scale.
• Optimize onboarding, enablement, and training programs for the Digital & Affiliate Sales organization. Develop sales strategies, champion change management and adoption of initiatives, and create digital sales operations playbooks that are adopted across channels.
• Lead cross-functional initiatives to streamline and scale digital sales operations. Oversee a portfolio of strategic projects, ensure they remain on schedule and on budget through disciplined tracking, milestone management, and proactive risk mitigation. Manage key cross functional dependencies across digital channels (DSC, Buyflow, Digital Partners) and partner with stakeholders to remove blockers and maintain alignment. Conduct high-level data analysis to inform portfolio prioritization, measure program impact, and surface insights that drive executive decision-making. Ensure day-to-day execution aligns with overall business strategy while balancing resource allocation across concurrent initiatives.

Required Qualifications

• Strong computer skills including Excel, PowerPoint, and Word
• Experience preparing and delivering executive-level presentations and reports with clear recommendations for operational improvements
• Proficiency in process documentation, change management methodologies, and continuous improvement frameworks (e.g., Lean, Six Sigma, Agile)
• Excellent communication and stakeholder management skills, with the ability to influence and align cross-functional teams
• Experience working in a digital-first or e-commerce sales environment
• Proven track record of designing and implementing governance frameworks, standardized processes, and operational playbooks at scale
• Strong analytical skills with the ability to translate data into clear, actionable insights for business stakeholders and executive audiences

• Bachelor's degree in Business Administration, Operations Management, or a related field
• Progressive experience in sales operations, process improvement, governance, or operational excellence roles 7+
• People leadership or cross-functional team leadership experience 3+
• Portfolio or program management experience, including oversight of strategic projects with budget and schedule accountability 5+
• Experience in a digital-first, e-commerce, or multi-channel sales environment 5+
• Experience conducting data analysis and translating findings into executive-level insights and recommendations 5+

Preferred Qualifications

• Master's degree (MBA or related)
• PMP, PgMP, or equivalent portfolio/program management certification
• Lean Six Sigma Green or Black Belt certification
• Experience in telecommunications, media, or subscription-based sales organizations
• Familiarity with digital sales channels including direct-to-consumer websites, conversational commerce, and affiliate/partner ecosystems
• Experience with sales enablement platforms, CRM systems, and digital analytics tools
• Background in facilitating workshops, town halls, and cross-functional alignment sessions
• Experience developing communication strategies across multiple sales channels
• Knowledge of customer journey optimization and digital conversion funnel management
• Experience supporting organizational transformation or large-scale operational restructuring initiatives