Sales Operations Manager

Job Description

Job Description

Sales Operations ManagerPosition Summary

Provides operational leadership for the North American Sales Operations organization. Accountable for departmental performance, employee leadership, operational excellence, customer experience, and continuous improvement while executing the strategic direction established by the Director of Sales Operations.

Position Purpose

Manage the day-to-day operation of the Sales Operations organization by developing a high-performing team, achieving departmental objectives, improving business performance, and delivering an exceptional customer experience from Lead through Delivery.

Operational Leadership

• Oversee the daily operation of the Sales Operations organization.
• Establish operational priorities aligned with business objectives.
• Allocate resources to maximize productivity and customer responsiveness.
• Own departmental service levels and operational execution.
• Resolve operational issues and remove business bottlenecks.

People Leadership

• Directly manage Sales Operations personnel.
• Hire, onboard, coach, mentor, and develop employees.
• Conduct performance reviews and corrective action.
• Approve PTO, staffing plans, and workload assignments.
• Build cross-training and succession plans.

Business Performance

• Own departmental performance against established KPIs.
• Analyze trends and implement action plans.
• Drive accountability through measurable expectations.
• Provide operational reporting and recommendations.
• Recommend improvements based on business performance.

Customer Experience

• Own the operational customer experience from Lead through Delivery.
• Ensure timely, accurate customer communication.
• Partner with Sales to align operational commitments with customer expectations.

Operational Excellence & Continuous Improvement

• Lead implementation of operational improvements.
• Ensure compliance with policies and governance.
• Drive standardized processes and operational consistency.
• Champion continuous improvement.

Business Systems Leadership

• Lead adoption of Salesforce, ERP, and future SAP functionality.
• Ensure data quality and process compliance.
• Support testing, training, and change management.

Cross-Functional Leadership

• Lead collaboration with Sales, Finance, Engineering, Production, Planning, Logistics, Marketing, and Service.
• Represent Sales Operations in operational planning.
• Resolve cross-functional operational issues.

Decision-Making Authority

• Personnel management
• Performance management
• Resource allocation
• Operational priorities
• Customer escalations
• Operational improvements
• Departmental execution

Success Measures

• Achievement of KPIs
• Employee development
• Customer responsiveness
• Quote turnaround
• Order accuracy
• Operational efficiency
• Continuous improvement