VP, Go-To-Market Operations

Summary of Position Lead and scale a centralized, enterprise shared services organization supporting all sales channels across Under 65 Consumer, Medicare and Group Business. Oversight for optimizing the entire sales engine‑processes, tech, data, and strategy‑to boost revenue, efficiency, and scalability, managing analytics, forecasting, enablement, and tech (like Salesforce) while aligning sales with marketing and finance for business growth. Oversee CRM (i.e., Salesforce), sales analytics, and enablement tools. Responsible for designing and operating the systems, processes, analytics, and enablement capabilities that power sales execution, broker effectiveness, and sustainable membership growth. Act as the operational backbone of the Sales organization – ensuring sellers and brokers are enabled with the right tools, insights, incentives, and support to perform at their best, while delivering predictable growth through disciplined forecasting, data‑driven decision‑making, and strong CRM adoption. Balance strategic vision with operational rigor, partnering closely with Sales, Product, Marketing, Finance, and Technology to build scalable capabilities aligned to EmblemHealth’s mission and regulatory environment. Key Responsibilities Lead a centralized sales operations function supporting Under 65 Consumer, Medicare and Group Business sales teams. Establish standardized sales processes, operating rhythms, territory and quota management, and performance governance across channels. Partner with Sales Leadership to translate growth strategies into executable operating plans. Drive operational consistency while allowing for market specific and channel specific nuances. Create, grow, and lead the sales operations function to develop and execute systems and processes that enable flawless delivery of sales enablement programs in full, on time, at scale. Own enterprise sales enablement strategy, including onboarding, training, playbooks, content management, and readiness programs. Ensure sellers and brokers are equipped with clear value propositions, compliant materials, and competitive positioning. Partner with Product, Marketing, and Compliance to ensure enablement materials are current, accurate, and regulatory aligned. Measure and continuously improve enablement effectiveness and seller productivity. Lead broker services as a core shared function, ensuring best in class broker experience. Oversee broker onboarding, contracting, licensing coordination, training, support, and issue resolution. Serve as a key partner to Broker Sales leadership to improve broker engagement, loyalty, and performance. Implement scalable broker service models that balance efficiency with high‑touch support where needed. Own end‑to‑end commission design, calculation, payment, and dispute resolution for sales and broker channels. Partner with Finance, Legal, and Compliance to ensure accurate, timely, and compliant commission payments. Drive transparency and trust in incentive plans through clear communication and reporting. Continuously evaluate compensation effectiveness to align incentives with growth and retention goals. Lead commercial analytics, forecasting, and performance reporting across Consumer and Group businesses. Develop robust pipeline, membership, revenue, and retention forecasts with high levels of accuracy, in partnership with P&L, Sales and Finance teams. Deliver actionable insights to Sales and Executive Leadership on growth drivers, risks, and opportunities. Establish KPI frameworks and dashboards to monitor performance at all levels of the organization. Use data to inform territory design, capacity planning, and investment decisions, in partnership with Sales leaders. Own CRM strategy and user adoption (e.g., Salesforce or equivalent) across all sales and broker teams. Partner with IT and Digital teams to optimize CRM configuration, integrations, and data quality. Drive disciplined CRM usage through training, governance, and leadership alignment. Ensure CRM serves as the single source of truth for pipeline, forecasting, and performance reporting. Evaluate and deploy additional sales technologies to improve efficiency and effectiveness. Build, mentor, and lead a high‑performing GTM Operations organization. Serve as a trusted advisor to Sales, Product, Marketing, Finance, and Technology leaders. Champion a culture of accountability, adaptability and customer centricity. Represent GTM Operations in executive forums and strategic planning processes. Work with COO to optimize systems and infrastructure including internal/external portals, platforms, etc. Principal Accountabilities Strategic Thinking – Adapts to changes in the marketplace. Identifies short and long‑term functional goals and strategies. Leads change efforts in redefining how to serve customers. Organizational Development – Implements organization structure and communicates roles/accountabilities. Identifies, develops, and engages functional talent. Identifies workforce gaps and develops talent to fill gaps. Identifies key talent/high potentials and informs Senior Leaders. Recognizes and celebrates success. Transparent Communication – Communicate business strategy with functional leaders to facilitate change across the enterprise; ensure that employees understand how what they do links to strategy. Frequently cascades information up and down the organization. Models transparency with dashboard/metrics. Clearly and effectively communicates. Lives the Values – Makes decisions that support the values. Demonstrates the values in daily activities. Holds Directors accountable for living the values. Places Company and team above self. Continuous Improvement – Sets stretch goals that improve performance. Takes measured risks and develops contingency plans, when needed. Develops new ways of accomplishing work that supports innovation efforts. Proactively works to improve processes. Promotes and rewards efforts to make the enterprise‑wide work environment open to new ideas and thinking. Continuously enhances and improves own contribution. Accountability – Holds self and team accountable for achieving results. Identifies and removes obstacles to getting things done. Makes decisions in a timely manner. Displays ability to make difficult decisions. Qualifications Education, Training, Licenses, Certifications Bachelor’s degree required; MBA or advanced degree preferred. Relevant Work Experience, Knowledge, Skills, and Abilities 15+ years of progressive experience in sales operations, go to market operations, or commercial operations, preferably in healthcare, insurance, or regulated industries. 7+ years of senior leadership experience building and managing multi‑disciplinary teams. Strong leadership, strategic thinking, and project management skills. Experience developing high‑impact strategies to improve effectiveness and drive key metrics. Ability to run results‑oriented campaigns simultaneously across multiple products and corporate initiatives. Outstanding communication skills (verbal, written, presentation, interpersonal) with all audiences; and the ability to effectively communicate with persuasion, clarity, integrity, and openness to large and small audiences. Deep expertise in sales operations, sales enablement, broker management, commissions, and CRM platforms. Experience driving large‑scale CRM adoption and sales process transformation. Detail orientation with ability to maintain a "big picture" view; strong organization and prioritization skills. Strong analytical background with demonstrated success in forecasting, growth analytics, and performance management. Proven ability to operate as a shared services leader supporting multiple sales organizations. Exceptional stakeholder management and executive communication skills; ability to effectively collaborate and communicate across departments. #J-18808-Ljbffr EmblemHealth