Position Summary:
The Manager, Sales Operations is responsible for leading and evolving the overall onsite service strategy to drive customer engagement, operational excellence, workforce participation, and revenue growth across all onsite fitting programs. This role serves as both a strategic and operational leader, responsible for building scalable processes, developing standard operating procedures (SOPs), enhancing product and fitting knowledge programs, and creating a high-performing customer-focused team culture.
The Manager will oversee onsite service specialists while partnering cross-functionally with Sales, Retail Operations, Customer Support, Product, Marketing, and Leadership teams to ensure best-in-class execution and customer experiences across all onsite events and programs.
Key Responsibilities and Accountabilities:
Strategic Leadership & Program Development
• Develop and execute the strategic vision for onsite service operations and customer engagement initiatives
• Build and implement scalable SOPs, operational standards, and best practices for onsite fitting events and customer interactions
• Create and maintain standardized onboarding and training programs for onsite service specialists
• Develop product knowledge and partner with cross-functional teams to develop a fitting certification program to ensure consistency and execution excellence across the team
• Partner with Sales Leadership to improve customer onsite participation, event forecasting, and workforce engagement strategies
• Continuously evaluate onsite service models and recommend process improvements to drive operational efficiency and profitability
• Partner with Sales, Marketing and Customer Support around initiatives focused on increasing customer adoption, workforce participation, and overall customer satisfaction
Team Leadership & Development
• Lead, coach, and develop onsite service specialists and field teams
• Manage hiring, onboarding, scheduling, training, coaching, counseling, and performance management processes
• Assess team performance through formal and informal feedback methods while creating development plans to improve capabilities
• Foster a collaborative, accountable, and customer-focused team environment
• Provide ongoing field coaching and leadership support during onsite fitting events and customer engagements
Customer & Cross-Functional Partnership
• Partner closely with Sales, Customer Support, Retail Operations, Product, and Marketing teams to improve customer engagement and execution alignment
• Serve as a key escalation and relationship partner for strategic customers and onsite programs
• Support new customer implementations and large-scale onsite initiatives
• Drive a culture focused on exceptional customer experiences, operational consistency, and continuous improvement
Qualifications
• Bachelor's or Associate's Degree preferred and/or 5+ years of related experience; footwear, retail, field operations, or customer engagement experience preferred
• 5+ years of leadership or people management experience required
• Proven experience building operational processes, training programs, SOPs, and scalable service strategies
• Strong leadership, coaching, and talent development capabilities
• Proven ability to drive customer engagement, participation, and customer loyalty
• Strong operational, analytical, and problem-solving skills
• Excellent organizational, communication, and time-management skills
• Ability to collaborate and communicate effectively with all levels of the organization
• Ability to manage multiple priorities in a fast-paced environment
• Schedule flexibility including evenings, weekends, and travel up to 75%
• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Experience with reporting tools, dashboards, and operational metrics preferred
• Successful presentation and problem-solving skills
• Maintain sales materials and current product knowledge
• Outstanding customer service skills
• Accurate and professional written and verbal communication
• Strong organizational and planning skills
• Driven to meet goals and generate results
• Proficient in Microsoft Office software, and ability to use Point of Sales System (POS)
• Work requires significant local and regional travel to current clients, which requires a valid state driver's license in good standing
• Willingness to work a flexible schedule (weekends, night and road-warrior travel)
Education Required:
• Bachelor's Degree Preferred
This job description is not intended to be all-inclusive. Employee may perform other related duties without notice or a change in compensation to meet the ongoing needs of the organization.
