Head of Sales & Business Operations

The Sales Operations Manager plays a critical role in enabling the performance, productivity, and operational excellence of Shiji's sales organization across the Americas. Serving as a strategic operational partner, this role equips sales leaders and teams with the systems, processes, reporting, forecasting, and actionable insights needed to execute consistently execution and make informed business decisions.

Working closely with Sales leadership, Marketing, and cross-functional teams, the Sales Operations Manager owns and continuously improves CRM administration, pipeline management, forecasting, reporting, dashboards, and sales performance analysis. This role identifies opportunities to streamline processes, strengthen pipeline visibility and operational discipline, and leverage automation and AI enabled workflows so sales teams can spend more time on customer-facing activities.

Own and continuously improve sales operations processes across the Americas, supporting sales leadership and teams throughout the region.

Strengthen sales accountability and execution by monitoring performance against key metrics, reinforcing operational standards, and identifying opportunities for improvement.

Own sales forecasting processes and reporting cadences, ensuring accuracy, consistency, and visibility into pipeline health and expected revenue performance.

Analyze sales and business data to identify trends, risks, opportunities, and actionable insights that support informed decision-making.

Develop, maintain, and optimize dashboards, reports, and visualizations that provide sales leadership with meaningful visibility into pipeline, sales activity, forecast performance, territory performance, and other key business metrics.

Own CRM administration and data quality standards, driving user adoption, pipeline hygiene, accurate opportunity management, and consistent use of established sales processes across the organization.

Partner with Sales leadership to improve sales productivity and effectiveness through territory planning, account assignment, pipeline optimization, capacity analysis, and continuous process improvement.

Develop, document, and continuously refine sales processes, policies, and operational standards, while supporting their adoption across the organization.

Identify and implement opportunities to automate and streamline sales workflows using AI and other technologies, including pipeline analysis, information gathering, email and communication workflows, reporting, and administrative

Support and coach sales teams on CRM usage, pipeline management, forecasting discipline, sales tools, and operational best practices.

Manage the adoption, utilization, and effectiveness of sales technology tools, ensuring they deliver measurable improvements in sales productivity and performance.

Partner with Customer Success, Delivery, Support, Marketing, and other key stakeholders to identify and remove operational obstacles affecting sales productivity, efficiency, and customer outcomes.

Minimum four (4) years of experience in Sales Operations, Revenue Operations or a related function within a high-growth B2B software, SaaS, hospitality technology, or similarly complex business environment.

Demonstrated hands-on experience with sales forecasting, pipeline management, sales reporting, and performance analysis.

Strong analytical skills with the ability to interpret complex data, identify meaningful trends, and translate findings into clear business insights and actionable recommendations.

Advanced knowledge of CRM systems, including hands-on experience supporting CRM administration, data governance, pipeline management, reporting, and user adoption.

Strong proficiency in Microsoft Office Suite.

Strong organizational and project management skills, with the ability to manage multiple priorities, coordinate cross-functional initiatives, and deliver results within agreed-upon timelines.

Experience using Zoho CRM.

Prior direct sales experience as an individual contributor.

Experience with Business Intelligence (BI) platforms, including creating reports, dashboards, and data visualizations.

Hands-on experience designing, building, or optimizing AI-enabled or automated workflows to improve sales productivity, pipeline analysis, reporting, or other sales operations processes.