The Director of Sales Operations is primarily responsible for leading and overseeing the success of the Sales Operations team by providing a high-level class of service to our clients and members on our various platforms. This position will communicate with various stakeholders and departments to ensure all client and/or member issues are handled appropriately and timely.
What you will do- Provide strategic and operational leadership for assigned regions, driving achievement of organizational goals through effective leadership, operational excellence, and consistent execution of Sales Operations priorities.
- Partner with Revenue Operations and peer Sales Operations to develop, align, and execute operational strategies that drive member conversion, revenue growth, service excellence, and a consistent stakeholder experience.
- Serve as a strategic thought partner by providing operational insights, identifying emerging trends, and recommending solutions that support organizational objectives.
- Foster a high-performance, accountable, and collaborative culture.
- Directs the day-to-day activities of the assigned Sales Operations employees by planning work schedules to cover business hours, including weekends to meet business needs and quality metrics with phones calls, emails, work queues et. al.
- Champion enterprise-wide initiatives and ensure successful adoption of new processes, technologies, and operational standards within the assigned regions.
- Coach Regional Managers to develop Account Specialists who lead with empathy, curiosity, and confidence, building meaningful relationships and delivering an exceptional experience that drives trust and conversion.
- Maintain high levels of performance for Sales Operations metrics including call answer rate, call quality, referral turnaround time, and data input accuracy to ensure optimum performance.
- Manage assigned team workloads and adjust as necessary, including identifying needs for additional resources or process enhancements based on workload volume.
- Ensure team members are driving the value of professional administration with their interactions with stakeholders.
- Responsible for all facets of people management including coaching, performance evaluations and corrective actions, management administrative duties, recognition, and rewards.
- Hire, train and coach new employees to facilitate high performance and productivity.
- Measure team productivity to ensure alignment with department and company goals.
- Create and leverage reporting and metrics for the department, including scorecards.
- Conduct regular 1:1 meetings with team members to foster growth and professional development.
- Handle escalation overflow, complex client inquiries, and resolving all problems while ensuring excellent customer service.
- Recognition of work through reward and recognition platforms, success stories, and promoting sales contests.
Skills and Abilities- Ability to identify problems and think critically and strategically to implement solutions.
- Strong written and verbal communication skills.
- Subject Matter Expertise in Worker's Compensation and Medicare Set Asides.
- Proven success in leading teams to meet and exceed goals, through coaching, motivation, recognition, training, and development.
- Strong history of building relationships internally and externally to the organization, including the ability to de-escalate situations with customers or clients.
Education Qualifications- H.S. Diploma or General Education Degree (GED) required
- Bachelor's Degree in Arts/Sciences (BA/BS) preferred
Experience Qualifications- 8-9 years experience in a high volume inside sales or call center setting, with experience in directly managing or leading a team of representatives required
- Experience in tracking metrics and budgeting utilizing Power BI dashboards and Microsoft Excel, or other similar dashboards, applications, or technologies required
- Experience in Microsoft Office and Adobe applications required
The estimated salary range for this position is $100,000USD to $113,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
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