Senior Director, Consumer Business Operations
Nerdy is seeking a Senior Director, Consumer Business Operations to lead and drive the efficiency of the company's consumer business. This role will be a critical part of expanding our consumer business and be responsible for rapidly improving the operational processes and workflow of the sales and customer retention teams. The Senior Director will play a pivotal role in optimizing and automating our sales processes, implementing new technologies and tools, and in the execution of building and maintaining a scalable sales engine. This role is crucial in ensuring operational excellence, quality control, and continuous improvement of sales performance and customer satisfaction. The right candidate is someone who is process and detail-oriented, provides operational rigor and structure, thrives on enabling sales and customer retention teams' maximum productivity, and consistently delivers results in a fast-paced and often ambiguous environment.Qualifications: - Bachelor's degree required, (Master's degree or MBA strongly preferred)
- 10+ years of proven experience in sales/revenue operations leadership, with a track record of leading a high-performing enterprise sales operations team
- Proven experience in managing inside sales and customer support operations within a high-volume call environment.
- Strong understanding of call routing, optimization, and quality control in a sales-focused call center.
- Demonstrated ability to manage, develop, and inspire a team of direct reports.
- Excellent strategic planning and leadership skills, with the ability to drive process improvements and operational excellence.
- Experience establishing and maintaining a consistent operational pace and discipline.
- Exceptional analytical, decision-making, and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
- Experience leading analytical projects and guiding decision-making based on rigorous data analysis
- Strong Excel skills required, SQL and Looker (or other visualization tools experience) is preferred
- Scalability-minded with the ability to accelerate and automate sale processes and a drive for continuous improvement
- Extremely proactive and self-driven, with the ability to anticipate needs and find solutions
- A proven ability to track, prioritize, and drive analytical projects and improvements
- High level of attention to detail and accuracy in a fast-paced environment
- Strong interpersonal skills and sound judgment capabilities
- Highly organized, with the ability to simplify processes and create efficiencies for individuals and teams
- Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes
Responsibilities: - Sales Operations Strategy: Develop and execute a comprehensive sales operations program.
- Team Leadership: Build, mentor, and lead high-performing sales and customer success teams.
- Sales Process Optimization: Define, document, and continually refine sales and customer success processes to increase efficiency and effectiveness, ensuring alignment with industry best practices.
- Data-Driven Decision Making: Implement a data-driven approach to analyze sales and customer success performance, identify trends, and provide actionable insights to sales leadership.
- Sales Enablement: Oversee the development and execution of sales enablement programs, tools, and content to equip the sales team with the necessary knowledge and resources for success.
- Sales Compensation and Incentives: Design, implement, and manage sales and customer success compensation plans that motivate and reward high performance while aligning with the company's financial goals.
- Cross-Functional Collaboration: Collaborate closely with other departments, including marketing, finance, and product development, to ensure alignment and seamless execution of go-to-market strategies.
- Performance Measurement: Define and monitor key performance indicators (KPIs) to track the effectiveness of sales and customer success operations initiatives and drive continuous improvement.
- Budget Management: Allocate and manage the budget for the sales and customer success functions, ensuring cost-effectiveness and ROI.
- Sales Forecasting: Work closely with sales leadership to develop accurate sales forecasts and provide insights for resource allocation and strategy adjustments.
Nerdy Leadership Competencies:Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot
Benefits: - Competitive Salary plus Equity in the company
- Healthcare Plans (Medical, Dental, Vision, Life)
- 401k Company Matching Plan
- Maternity, Paternal, and Adoption Leave
- Remote Position
- Flexible PTO
- Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
- Once-in-a-lifetime opportunity to help transform how the world learns!
