Sales Operations Manager

Position Summary

Provides operational leadership for the North American Sales Operations organization. Accountable for departmental performance, employee leadership, operational excellence, customer experience, and continuous improvement while executing the strategic direction established by the Director of Sales Operations.

Position Purpose

Manage the day-to-day operation of the Sales Operations organization by developing a high-performing team, achieving departmental objectives, improving business performance, and delivering an exceptional customer experience from Lead through Delivery.

Operational Leadership

Oversee the daily operation of the Sales Operations organization.
Establish operational priorities aligned with business objectives.
Allocate resources to maximize productivity and customer responsiveness.
Own departmental service levels and operational execution.
Resolve operational issues and remove business bottlenecks.

People Leadership

Directly manage Sales Operations personnel.
Hire, onboard, coach, mentor, and develop employees.
Conduct performance reviews and corrective action.
Approve PTO, staffing plans, and workload assignments.
Build cross-training and succession plans.

Business Performance

Own departmental performance against established KPIs.
Analyze trends and implement action plans.
Drive accountability through measurable expectations.
Provide operational reporting and recommendations.
Recommend improvements based on business performance.

Customer Experience

Own the operational customer experience from Lead through Delivery.
Ensure timely, accurate customer communication.
Partner with Sales to align operational commitments with customer expectations.

Operational Excellence & Continuous Improvement

Lead implementation of operational improvements.
Ensure compliance with policies and governance.
Drive standardized processes and operational consistency.
Champion continuous improvement.

Business Systems Leadership

Lead adoption of Salesforce, ERP, and future SAP functionality.
Ensure data quality and process compliance.
Support testing, training, and change management.

Cross-Functional Leadership

Lead collaboration with Sales, Finance, Engineering, Production, Planning, Logistics, Marketing, and Service.
Represent Sales Operations in operational planning.
Resolve cross-functional operational issues.

Decision-Making Authority

Personnel management
Performance management
Resource allocation
Operational priorities
Customer escalations
Operational improvements
Departmental execution

Success Measures

Achievement of KPIs
Employee development
Customer responsiveness
Quote turnaround
Order accuracy
Operational efficiency
Continuous improvement

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