Job DescriptionThe Sales & Operations Manager is responsible for leading the day-to-day performance, development, and operational effectiveness of SpinLife's phone-based Product Expert sales team within the Durable Medical Equipment (DME) and mobility industry. This role oversees a high-volume inbound and outbound sales environment, driving conversion, customer experience, operational excellence, and team performance while helping customers identify mobility, accessibility, and independent living solutions that best meet their needs.
This role executes sales and service strategies established by leadership, drives operational excellence, and fosters a high-performance culture focused on customer experience, team development, and business growth. The Sales & Operations Manager partners cross-functionally to optimize sales processes, improve team performance, enhance customer outcomes, and ensure alignment with organizational goals. As the leader of the Product Expert team, this role serves as both a coach and advocate, promoting accountability, engagement, continuous improvement, and deep product expertise across the mobility and DME categories.
The pay range for this position is $83,520-$114,840 base salary. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.
KEY RESPONSIBILITIES: - Lead, develop, and retain a high-performing team of Product Experts through recruitment, onboarding, coaching, performance management, and career development.
- Establish clear performance expectations and accountability for sales, service, quality, and operational objectives while fostering a collaborative, customer-focused culture of continuous improvement.
- Monitor and drive individual and team performance through KPI analysis, call reviews, performance evaluations, and targeted coaching to improve sales effectiveness, customer satisfaction, and compliance.
- Partner with Finance to manage commission reporting, resolve discrepancies, and ensure transparency of incentive compensation programs.
- Oversee daily sales operations, including workforce planning, scheduling, staffing optimization, and service-level management to maximize productivity and customer responsiveness.
- Identify operational challenges and implement process improvements that enhance efficiency, team performance, and the overall customer experience.
- Serve as an escalation resource for complex customer and operational issues, providing guidance and support to ensure timely resolution.
- Champion a world-class customer experience by acting as the voice of the customer and leveraging insights to improve products, services, processes, and team effectiveness.
- Collaborate with Merchandising and cross-functional partners to develop product knowledge, support strategic initiatives, and align sales operations with organizational goals.
- Analyze business performance data and customer trends to provide recommendations, execute growth strategies, and drive continuous improvement.
- Communicate performance results, customer insights, operational updates, and business recommendations to leadership and key stakeholders.
- Partner with leadership to establish and achieve departmental goals, objectives, and performance metrics.
- Ensure compliance with company policies, regulatory requirements, confidentiality standards, and organizational values while modeling ethical leadership and accountability.
- Monitor call quality, sales conversations, and customer interactions to ensure compliance with established standards while providing coaching that improves conversion, customer satisfaction, and team effectiveness.
- Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion's mission.
- Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.
REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE: - Bachelor's degree in Business, Management, Marketing, or a related field.
- Three to five (3-5) years of leadership experience managing inside sales, contact center, phone-based sales, or direct-response sales teams, preferably in healthcare, DME, mobility, or other consultative product environments.
- Demonstrated success leading employee development, coaching, performance management, and team engagement initiatives.
- Experience driving sales performance through KPI management, sales coaching, performance analysis, and operational execution.
- Proven ability to lead teams in a fast-paced, customer-focused environment while balancing sales, service, and operational objectives.
- Experience identifying business challenges, implementing process improvements, and driving operational effectiveness.
- Strong verbal, written, and interpersonal communication skills.
- Excellent organizational and time management skills with the ability to manage multiple priorities.
- Proficiency with Microsoft Office applications, including Excel.
- Ability to work independently while maintaining strong collaboration across teams.
- Dedicated workspace and reliable internet connectivity if working remotely.
PREFERRED COMPETENCIES AND SKILLS: - Durable Medical Equipment (DME), mobility equipment, healthcare, or related industry experience.
- Experience managing KPI-driven sales teams in a contact center environment.
- Knowledge of workforce management, reporting tools, and process improvement methodologies.
- Experience with CRM, call center, or performance management systems.
- Familiarity with payer requirements, compliance standards, and revenue cycle processes.
- Demonstrated experience serving as a subject matter expert or informal team lead preferred.
PHYSICAL WORK REQUIREMENTS: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to concentrate and remain focused while handling multiple tasks, responsibilities and projects;
- Ability to read and to understand and carry out written and verbal instructions.
- Must be able to perform bending, twisting, stooping, reaching and lifting of moderate to heavy weight material up to 20 lbs.
At Spinlife, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance.
