Regional Sales & Operations Manager

The Regional Sales & Operations Manager (RSOM) leads regional Inside Sales operational effectiveness, process standardization, and continuous improvement across assigned regions. Reporting to the Director of Inside Sales Enablement, this role partners with District Managers, Branch Sales & Operations Managers, Regional Directors, and corporate support teams to translate company strategies into consistent execution across branch locations. The RSOM drives the adoption of standardized processes, strengthens employee and leadership capabilities, supports customer experience initiatives, and identifies opportunities to improve productivity, workflow efficiency, and operational performance. The role also provides leadership and coordination for assigned Customer Care and Regional Programs functions, ensuring alignment with company objectives, customer requirements, and established operating practices. ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned. Inside Sales Strategy & Operational Leadership Lead the development, implementation, and ongoing execution of Inside Sales strategies and initiatives. Partner with District Managers, Branch Sales & Operations Managers (BSOMs), and regional leadership to establish consistent operational expectations. Facilitate strategy discussions, provide follow-up, and assist leadership in identifying opportunities for improvement. Provide guidance on workload balance, headcount needs, staffing considerations, and operational challenges. Support quote strategy and other sales-related processes as needed. Identify operational roadblocks and work with appropriate departments to develop solutions. RSOM's facilitate the new quarterly Inside Sales Strategy reviews with every branch in their region, including DM's, BSOM, RSOM, DOISE, and RDOS optional attendance. They also put together the template in SharePoint for ease of use for managers to access and house a central repository. Develop, maintain, and communicate standardized processes and procedures supporting Inside Sales. Maintain and improve process documentation and resources within the company Wiki. Identify inconsistencies, inefficiencies, and opportunities to simplify workflows. Partner with stakeholders to develop practical solutions that support both operational efficiency and customer service. Support workflow approvals, exceptions, and escalations requiring regional coordination. Training, Onboarding & Development Partner with Training and regional leadership to establish, implement, and evaluate training programs that improve Inside Sales effectiveness. Coordinate with Learning Management System (LMS) resources to ensure relevant training is available and maintained. Support new-hire onboarding processes and the flow of information, tools, and resources. Provide operational guidance and coaching to BSOMs and other Inside Sales leaders. Identify training gaps and opportunities to improve employee effectiveness and consistency. Partner with internal departments to identify and resolve system-related challenges affecting Inside Sales. Support the rollout, adoption, and communication of new systems, tools, and processes. Gather feedback from Inside Sales teams and communicate improvement opportunities to appropriate stakeholders. Help bridge the gap between operational needs and system capabilities. Leading tariff mitigation strategy and execution, including sales training, branch consultation, FTZ utilization, and hands-on operational support. Promote continuous improvement through simplification, automation, and effective use of available resources. Customer Care Leadership & Support (CCS team) Provide leadership and oversight for assigned Customer Care resources and functions. Support the resolution and escalation of customer complaints, quality concerns, and post-sale service issues. Establish expectations for communication, responsiveness, case management, and follow-through. Coordinate with Sales, Operations, suppliers, and other internal departments to resolve complex customer issues. Identify recurring issues and opportunities to improve customer experience. Regional Programs & Specialized Support (RPS) Provide leadership and operational support for Regional Programs Specialists and related initiatives. Support customer automation programs, supply-chain solutions, and customer system integrations. Assist with specialized customer programs that require coordination across departments. Support tariff mitigation processes, tariff exceptions, and source management. Help ensure specialized programs and processes are communicated, supported, and executed consistently. Monitor and review customer requested portal usage for maximized efficiency and workload analysis. Cross-Functional Leadership & Organizational Support Serve as a regional liaison between Inside Sales and corporate support functions, including Sales, Operations, IT, Training, Warehouse and Procurement. Communicate operational changes, company initiatives, and process expectations to affected stakeholders. Facilitate discussions and follow-up on issues requiring collaboration across multiple departments. Provide operational perspective and feedback to leadership regarding the impact of company initiatives on Inside Sales. Personnel & Organizational Support Provide guidance to branch and district leadership regarding Inside Sales personnel matters and operational expectations. Support pay plan administration, interpretation, and related processes as applicable. Evaluate workload distributions, staffing needs, and operational capacity, providing recommendations to regional and district leadership. Support Business Development Specialist (BDS) and intern lead processes. Partner with appropriate leaders and departments to address organizational needs and improve team effectiveness. The RSOM works closely with District Managers, BSOMs, Regional Directors of Sales, Operations leadership, and corporate support departments. The role requires the ability to influence and support teams across multiple locations, often without direct reporting authority. The RSOM must balance the need for organizational consistency with the operational needs of individual branches, helping leaders successfully execute company initiatives while maintaining accountability within their respective teams. Salary Range N/A Requirements EDUCATION/EXPERIENCE: Associate degree in business, operations, sales, or a related field, or equivalent relevant professional experience. Five or more years of experience in Inside Sales, sales operations, distribution, or a related business environment. At least two years of experience in sales management, operations leadership, process improvement, or a comparable leadership capacity. Demonstrated experience coordinating cross functional initiatives, implementing operational improvements, and supporting business performance across multiple teams or locations. SKILLS AND REQUIREMENTS: To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen, US Permanent Resident (I.e., 'Green Card Holder'), Political Asylee, or Refugee. Demonstrated ability to lead initiatives, influence stakeholders, and drive consistent execution across multiple locations. Strong analytical, problem solving, planning, and organizational skills, including the ability to assess performance trends and recommend improvements. Experience developing procedures, improving workflows, and implementing operational changes. Effective communication, coaching, and relationship management skills. Ability to manage competing priorities and coordinate complex initiatives across functional teams. Proficient in Microsoft SharePoint, including document management, file organization, and information sharing. Familiarity with ERP systems, workflow management tools, training platforms, and process documentation. Ability and willingness to travel to branch locations and other business sites as required. (Approximately 20% Travel) Operational leadership and business understanding Process improvement and standardization Cross-functional collaboration Communication and change management Problem-solving and sound judgment Coaching and leadership development Customer-focused decision-making Strategic thinking and execution Accountability and follow-through PHYSICAL REQUIREMENTS: The position primarily involves sedentary office work. Duties frequently require sitting, using a computer and other office equipment, reading, writing, typing, reviewing documents, analyzing data, and communicating verbally and in writing with employees, customers, and business partners. The position may require occasional standing, walking, and lifting or moving items weighing up to 10 pounds. The role requires sufficient visual acuity for computer use, document review, data analysis, and other work-related activities involving close visual attention. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. WORKING CONDITIONS: Work is primarily performed in a typical office environment without substantial exposure to adverse environmental conditions. Occasional travel to branch locations or other business sites may be required based on operational needs. Equal Opportunity Employer We are an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. All qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law, are strongly encouraged to apply. Hybrid, Onsite, or Remote Hybrid Compliance Statement If this is a US based role the following applies. This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). To perform the position, you much be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen, US Permanent Resident (I.e. 'Green Card Holder'), Political Asylee, or Refugee. Heilindoffers a comprehensive benefits package to all full time, regular employees located in the United States which include: Vacation, sick time and holidays Accident, life, disability and critical illness insurance If you need special assistance or an accommodation while seeking employment, please contact us . We will make a determination on your request for reasonable accommodation on a case-by-case basis. Heilind is an Equal Opportunity Employer. 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