Job Description
The Process & Controls Manager, Sales Operations is responsible for designing, governing, and continuously improving Sales Operations business processes, system controls, and enablement practices. This role ensures operational consistency, compliance, data integrity, and scalability across sales processes, supporting both field sales and internal stakeholders.
The position serves as a key bridge between Sales, Sales Operations, IT, Finance, and Training, translating business needs into well-controlled processes, technology solutions, and sustainable training models.
Key Responsibilities
Process Design & Optimization
• Own end-to-end documentation, governance, and continuous improvement of core Sales Operations business processes, ensuring they are clearly defined, documented, and standardized across regions and teams.
• Conduct process gap analyses, identify root causes of operational friction, and design scalable solutions in partnership with cross-functional stakeholders.
• Establish and maintain a centralized process repository, ensuring all workflows are current, accessible, and version-controlled.
• Lead process mapping exercises (swim lanes, SIPOC, value-stream maps) and translate outputs into actionable implementation plans.
• Partner with Sales Operations leadership to align processes with strategic objectives and evolving sales models.
Controls, Compliance & Data Integrity
• Design and maintain operational controls to ensure accuracy, consistency, and compliance across all Sales Operations functions
• Ensure process adherence to internal quality systems and documented procedures used within Sales Operations.
• Develop and maintain SOPs, control narratives, and evidence documentation to support internal and external audit activities.
• Establish segregation-of-duties guardrails within systems and oversee user access reviews.
Sales Technology Enablement
• Serve as the business process owner for key Sales Operations technology platforms, partnering with IT and system owners to translate business requirements into functional solutions.
• Define business requirements for system enhancements, work closely with IT/Sales Systems teams on prioritization, UAT, and change management.
• Govern system configuration standards, data quality rules, and workflow automation logic to ensure platform integrity.
• Evaluate emerging sales technology; build business cases and lead proof-of-concept initiatives to drive adoption decisions and scalable growth.
• Maintain a technology roadmap aligned to the overall Sales Operations strategy.
Training & Change Management
• Develop, curate, and deliver comprehensive training programs covering Sales Operations processes, tools, and controls for new hire onboarding and ongoing enablement.
• Partner with HR and functional leaders to ensure training is embedded into onboarding, role changes, and process updates.
• Create role-based training materials-including quick reference guides, e-learning modules, video walkthroughs, and certification assessments.
• Lead change management planning for process and system rollouts, including stakeholder communication, impact assessment, and adoption tracking.
• Establish feedback loops (surveys, office hours, help desk trends) to continuously refine training content and delivery.
Cross Functional Collaboration & Governance
• Facilitate a Sales Operations Process Council (or equivalent governance forum) to align stakeholders on prioritization, standards, and escalations.
• Collaborate with Finance, Legal, IT, and HR to ensure Sales Operations processes comply with enterprise-wide policies and support accurate financial reporting.
• Act as the primary point of contact for internal and external auditors on Sales Operations process and control inquiries.
• Represent Sales Operations in enterprise change advisory boards, ERP/CRM steering committees, and compliance working groups.
Required Qualifications
• Bachelor's degree in Business, Operations, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in Sales Operations, Business Process Management, Operations Excellence, or a related function.
• Demonstrated experience designing and governing business processes with embedded controls.
• Strong understanding of sales operations workflows, data dependencies, and cross-functional impacts.
• Experience partnering with IT or technology teams on system-related initiatives.
• Proven ability to document processes and translate complexity into clear, usable guidance.
• Strong project management skills; experience leading cross-functional initiatives from scoping through adoption.
• Exceptional communication skills with the ability to translate complex operational concepts for executive and frontline audiences.
Preferred Qualifications
• Experience working within a formal quality system or controlled process environment.
• Familiarity with sales technologies such as CRM, ERP, Salesforce.
• Experience developing training or enablement content for operational teams.
• Lean, Six Sigma Green or Black Belt certification, or equivalent process improvement credential.
