Position SummaryThe Director of Sales Operations is responsible for overseeing and optimizing Commercial Sales operations and commercial collections activities across the Senske Family of Companies. This position plays a critical role in driving operational efficiency, improving sales processes, enhancing data integrity, and strengthening commercial accounts receivable collection performance.
Reporting to the National Director of Sales Operations, this position provides leadership and oversight of commercial sales support functions, commercial collections, process improvement initiatives, and operational reporting.
The Director of Sales Operations partners closely with Commercial Sales Leadership, Finance, Accounting, Operations, and IT to streamline workflows, resolve operational challenges, improve cash flow, and support profitable revenue growth.
The ideal candidate is a results-oriented leader with strong analytical capabilities, demonstrated success managing teams, and experience improving operational processes, driving accountability, and delivering measurable results.
Key Responsibilities Commercial Sales Operations Management - Oversee daily Commercial Sales Operations activities to ensure efficient, accurate, and consistent execution of established processes.
- Develop, implement, and maintain standardized commercial sales procedures across multiple brands.
- Support Commercial Sales teams by resolving operational challenges and improving processes that impact customer billing.
- Ensure the accuracy and completeness of commercial customer accounts, pricing, and billing setup.
- Identify operational inefficiencies and implement solutions that reduce administrative workload and improve transaction accuracy.
- Establish departmental service-level standards, performance expectations, and accountability measures.
- Support the integration and standardization of commercial sales processes resulting from acquisitions and organizational growth.
- Manage escalated commercial sales operational issues and coordinate timely resolution with appropriate departments.
Commercial Collections & Accounts Receivable Management - Lead and oversee commercial collections activities, focusing on reducing delinquent receivables and improving cash flow.
- Develop and execute collection strategies that improve recovery rates and reduce outstanding customer balances.
- Establish standardized collection procedures, customer communication practices, and escalation protocols.
- Manage list of portal customers and ensure all are submitted timely.
- Monitor commercial accounts receivable aging reports and prioritize collection efforts based on delinquency, account balances, and collection risk.
- Manage collection outreach, including customer calls, past-due notices, payment requests, and escalated collection communications.
- Partner with Commercial Sales Leadership and branch management to resolve customer disputes and address outstanding balances.
- Oversee payment arrangements and ensure timely follow-up on customer payment commitments.
- Collaborate with Finance and Accounting to resolve billing discrepancies, unapplied payments, and customer account reconciliation issues.
- Escalate high-risk accounts and significant collection issues to appropriate leadership.
Process Improvement & Operational Excellence - Lead continuous improvement initiatives designed to improve efficiency, accuracy, and scalability across Commercial Sales Operations and collections.
- Evaluate existing workflows to identify bottlenecks, process gaps, and opportunities for automation.
- Develop and implement standardized operating procedures and best practices.
- Collaborate with the independent Sales Audit team to evaluate audit findings, identify root causes, and implement corrective actions related to commercial sales processes.
- Establish preventative controls to reduce recurring sales errors and downstream billing issues.
- Monitor the effectiveness of process improvements and report measurable results.
- Develop and maintain process documentation and training materials.
- Support change management initiatives to ensure successful adoption of new processes and system enhancements.
Team Leadership & Development - Lead, coach, and develop Commercial Sales Operations personnel.
- Establish clear departmental goals, performance standards, and individual accountability measures.
- Monitor team productivity, workloads, and achievement of operational objectives.
- Conduct performance evaluations and provide ongoing feedback, coaching, and development opportunities.
- Identify training needs and implement initiatives to improve employee effectiveness.
- Foster a culture of collaboration, accountability, and continuous improvement.
- Ensure departmental resources are effectively allocated to support business priorities.
Required Qualifications - Minimum of 7 years of progressive experience in Sales Operations, Commercial Sales Support, or related operational functions.
- Minimum of 3 years of management or leadership experience.
- Demonstrated experience managing and resolving complex customer account issues.
- Strong working knowledge of Salesforce CRM, including reporting, workflows, and process optimization.
- Proven ability to lead process improvement initiatives and implement operational efficiencies.
- Advanced proficiency in Microsoft Excel and experience analyzing operational performance data.
- Excellent communication, leadership, organizational, and problem-solving skills.
- Ability to manage multiple priorities and drive results in a fast-paced, multi-location business environment.
