Program Manager- Sales Operations

Sales Operations Program Manager

The Sales Operations Program Manager supports the development, execution, and evaluation of sales programs and incentive strategies across the Member Service organization. MACU incentive programs are intended to reinforce desired behaviors of rewarding team members for acting in the best interest of the member and drive performance in accomplishing organizational objectives. This role combines data analysis, program management, and cross-functional collaboration to ensure sales initiatives are aligned with organizational goals and deliver measurable impact. This role partners closely with other members of the Sales Operations team and Member Service leadership to monitor performance, identify trends, and recommend enhancements to drive sales effectiveness and employee engagement. This position is critical in supporting the Vision and Mission of the Credit Union and helps to drive engagement through recognition.

LOCATION Mountain America Center 9800 S Monroe St Sandy, UT 84070

SCHEDULE Full time; This role can be hybrid with some in office requirements, depending on business need.

Design & Implementation Develop and manage incentive programs that promote ethical sales practices and member-first behaviors. Defines and delivers all stages of sales campaigns, including determining program types, frequency of recognition, reward options, and eligibility criteria. Partners with other members of Sales Operations, Member Service, Organizational Communications, and Marketing to create and execute the campaign or sales recognition programs. Manages incentive plan program and processes for all front-line Member Service employees. Works with the Sales Operations Analyst to evolve key performance metrics and provide actionable new insights to improve sales incentive programs and campaigns. Oversees day-to-day sales incentive processes including but not limited to compliance, problem resolution and program enhancements. Determines incentive plan assignments and abides by compliance rules and regulations. Ensure all incentive plans are documented and approved prior to implementation. Align plans with long-term member outcomes and include risk controls to prevent misaligned behaviors or unintended consequences. Develops and maintains internal IS/IT relationships and outside vendor relationships in relation to incentive plan programming and CRM program management. Manages selection, purchasing and fulfillment of sales employee recognition program.

Training Provides comprehensive training requirements and works with TMD on ethical sales practices, compliance expectations, and member experience standards to all Member Service team members participating in incentive-based compensation programs. Partner with Sales Enablement to align the AAA sales playbook plays with the desired behaviors and outcomes of the incentive campaigns for team member development. Collaborate closely with the Sales Enablement team to ensure that all sales playbook strategies reinforce the principles of ethical sales practices, compliance expectations, and member experience standards.

Monitoring & Oversight Governs member-facing-employee concerns and product/service questions related to sales and incentive rules. Handles all problem resolution for determining Sales and Incentive credit. Monitors performance trends for anomalies or outliers, review incentive results for possible misconduct or sales pressure, and escalate suspected misconduct to leadership, HR, or Compliance Risk. Maintains accurate records of plan acknowledgments and training completions. Ensures accurate documentation of team member interactions and account/product openings. Participates in annual reviews to validate plan adherence and performance trends. Establishes risk assessment protocols, regularly reviewing incentive structures for potential vulnerabilities or unintended consequences. By embedding risk controls within the design and execution of sales campaigns and incentive programs, they help safeguard organizational integrity and ensure regulatory compliance. Creates ongoing audits, cross-checks, and escalation procedures form the backbone of a resilient risk management framework, allowing for early detection of anomalies and swift corrective action if necessary.

Communication & Feedback Creates communication strategies in partnership with the Sales Operations Communication Specialist to clearly explain the purpose, rules, and benefits to the Member Service team members. Serves as the point of contact for team member questions or concerns about incentive plans. Provides ongoing feedback to team members and escalates structural issues to Sales Program Oversight Committee. Communicates and presents effectively to large groups. Consults with and advises management on company sales and incentives policy. Performs other duties as assigned.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Education and Experience Typically requires minimum of 3 years experience with sales incentive and recognition plans, sales operations and analysis. Bachelor's degree in Marketing, Business, or related field or equivalent experience required

Knowledge & Skills Builds on and continues to acquire and develop working knowledge and applies methods or procedures in sales incentives, recognition, and business sales reporting. Knowledge of incentives and employee rewards systems to drive the right performance behaviors. Problem solving skills Advanced Verbal/written communication skills

Leadership and Organization Development Collaborates with peers to deliver results and build organizational capacity. Strong contribution to team effectiveness. Develops multifunctional base level skills

Scope and Strategic Impact Provides more detailed support to the team in sales program and incentive analysis and performance. Ensures sales programs and incentives are aligned with the Credit Union's Vision & Mission. Assists with moderately complex data analytics. Provides periodic reports and updates as required by team and guides new hires. Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Evaluates unique circumstances and assists in making recommendations. Develops solid understanding of applications within business environment

Analytical Thinking & Problem Solving Works on problems / projects of moderately complex scope. Exercises independent judgment within defined practices and procedures to determine appropriate action

Other Skills and Abilities Advanced knowledge and demonstrated ability with excel.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands Ability to sit, talk and hear consistently

Vision Requirements Close vision (clear vision at 20 inches or less) Distance vision (clear vision at 20 feet or more) Color vision (ability to identify and distinguish colors)

Weight Lifted or Force Exerted Ability to lift up to 10 pounds frequently and up to 25 pounds occasionally

Environmental There are no unusual environmental factors (such as a typical office)

Noise Environment Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.