Manager of Sales Operations

Job Description

Job Description

Title: Manager of Sales Operations
Function: Sales Enablement
Reports To: Director of Sales Enablement
Location: Westport, CT preferred | Hybrid

About BioWave
BioWave is a Medtech company redefining pain management through our innovative, non-invasive technology
that delivers powerful relief without drugs or surgery. We offer a range of products designed to meet the unique
needs of different markets, delivering effective, customized pain relief solutions where they’re needed most.
Our technology is backed by clinical evidence and real-world results, helping patients reduce pain, restore
function, and reclaim their lives. Trusted by healthcare professionals, athletes, veterans, and individuals alike,
BioWave targets pain at its source to provide long-lasting results.

Vision & Mission
Our Vision is to transform pain management by solving complex pain conditions with innovative, patented,
drug-free technology and patient-first, collaborative support empowering clinicians to deliver better outcomes
and enabling people to reclaim their lives with less pain and more possibility.
Our Mission is to help people win their battle with severe pain.

Job Description
The Manager of Sales Operations leads BioWave's Sales Operations team and oversees the operational
functions that drive sales effectiveness across the customer journey, including the Home Trial (Phase 6)
process. This role owns the operational health of the Phase 6 Pipeline, ensuring patients progress efficiently from Home
Trial request through treatment, provider prescribing, and final payment while meeting company Service Level
Agreements (SLAs). The Manager monitors the end-to-end workflow, identifies bottlenecks, drives cross-functional accountability, and ensures seamless experience for patients, providers, and the sales organization.
In addition, this position manages the Sales Operations team responsible for provider support, managing
orders requiring additional information or follow-up, replacement requests, warranty validation, quoting,
operational reporting, and daily sales support activities.
Success in this role requires strong leadership, process management, analytical thinking, and close
collaboration across Sales, Customer Service, Finance, Quality, and Operations.

Duties and Responsibilities
Home Trial Pipeline Management
• Own and manage the operational performance of the entire Phase 6 patient journey from provider
request through payment.
• Ensure every patient record progresses according to company SLAs.
• Identify stalled or ageing records and proactively coordinate with the appropriate departments to
resolve issues.
• Analyze pipeline performance and recommend process improvements that reduce cycle time and
improve conversion rates.
• Lead regular pipeline review meetings with cross-functional stakeholders.
• Maintain accurate Salesforce data and ensure proper documentation throughout the process.
Sales Operations Leadership
• Manage the Sales Operations team and provide daily coaching, direction, and performance
management.
• Establish priorities, workload balancing, and operational standards for the team.
• Monitor departmental productivity and ensure all operational SLAs are consistently achieved.
Order & Provider Support
Oversee daily Sales Operations activities including:
• Resolution of on-hold orders due to missing information.
• Replacement requests, including warranty validation and processing.
• Management of provider operational inquiries including Quote generation.
• Escalation and resolution of complex order issues.
• Coordination with Finance, Operations, Customer Service, Quality and Sales to resolve operational
challenges.

Sales Operations Inbox & Queue Management
• Manage the daily Sales Operations inbox and Salesforce queues.
• Ensure all incoming requests are assigned, tracked, and completed within established SLAs.
• Monitor workload distribution across the team.
• Establish prioritization standards for urgent operational requests.

Reporting & Process Improvement
• Produce and distribute daily, weekly, and monthly operational reports.
• Monitor Phase 6 KPIs and identify trends requiring attention.
• Analyze operational data to identify bottlenecks and recommend improvements.
• Develop dashboards and reporting that provide visibility into operational performance.• Partner with Salesforce Administration to improve workflows and automation.

Success Metrics (First 12 Months)
• Reduction in Phase 6 total cycle time from Intake to Payment.
• All Phase 6 stages consistently meeting established SLAs.
• Reduced aging records across every phase of the pipeline.
• Increased provider consult submission rates.
• Reduced order holds due to missing information.
• Replacement requests processed within SLA.
• Quote requests completed within SLA.
• Sales Operations inbox maintained within response SLAs.
• Improved Salesforce data quality and operational reporting.
• Increased productivity and effectiveness of the Sales Operations team.
• Optimized utilization and tracking of trial devices and sales samples.
• Continuous improvement initiatives implemented to streamline operations and improve customer
experience.

Required Experience/Skills
• Bachelor's degree or equivalent experience.
• Excellent project management and organizational abilities.
BioWave Corp. | 8 Knight St. • Norwalk, CT 06851 | PH: View phone number on us.fitly.work • F: View phone number on us.fitly.work |
• Strong interpersonal and communication skills with the ability to build relationships across all levels of
the organization.
• Exceptional attention to detail and ability to manage multiple priorities simultaneously.
• Strong analytical skills.
• Experience improving operational processes and workflows.

Nice-to-Haves
• Previous experience managing teams.
• Experience managing patient workflow or reimbursement processes.
• Salesforce experience.

Why You'll Love This Role
This role is ideal for someone who enjoys bringing order to complex operational processes, leading teams, and
continuously improving performance. You'll play a critical role in ensuring providers receive exceptional
support, patients experience a seamless journey, and BioWave continues to scale its operations while
delivering outstanding patient outcomes.

Pay & Benefits Summary
• Total Comp: $95,000 - $105,000
• Medical Family Plans
• 401K- discretionary 2.5% employer match
• Basic/Voluntary Term Life Insurance
• Long Term Disability
• HSA Accounts
• PTO Years 1 and 2, 15 days, Year 3 onwards 20 days
• 12 paid public holidays

Legal Disclaimer(s)
BioWave is committed to the principles of equal employment opportunity and providing reasonable
accommodations to qualified individuals with disabilities. If you require assistance or accommodations to
complete the application process or to perform the essential functions of this position, please contact [insert
contact name, phone number, and/or email].
This job description is intended to describe the general nature and level of work being performed. It is not
intended to be an exhaustive list of all responsibilities, duties, or skills required. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.