Director, Sales Operations

JOB SUMMARY

Responsible for establishing business' objectives, policies and practices in functions that are essential to sales force and sales support productivity and a positive customer experience, including planning, reporting, and sales process, administration and tool optimization. Develop strategic plans and guide tactical initiatives to achieve business goals. Oversee activities of multiple departments that perform sales support for numerous sales channels, service activation and customer support functions.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provide leadership and guidance in Sales Operations, Incentives, Performance and Business Development initiatives. Establish operating models and performance goals. Design and direct revenue enhancement and cost reduction programs. Ensure performance goals are met.
• Oversee Sales Operations from lead generation through contracting. Oversee Service Activation from contract completion through order entry and scheduling.
• Align sales support structure with customer buying behaviors and the operating model for each sales channel (Direct, Channel Partner, CRM, OTM, etc.). Collaborate with sales leaders to enhance each channel's sales and support model.
• Establish company-wide policies and procedures that reconcile differing stakeholder needs, expedite key sales and sales support activities and drive positive business results.
• Identify opportunities for sales process that enable the sale force to focus on high value sales activities and support staff to become more productive, thus accelerating the sales cycle. Initiate and lead cross-functional, multi-departmental development programs. Facilitate implementation, working with both field and corporate leaders.
• Guide design and management of a comprehensive sales incentive program that reinforces sales strategy and aligns with business and sales volume and revenue goals. Program includes short-term sales incentives and contests, sales recognition programs such as annual Platinum Circle and Charter Champions programs, and other sales promotions for all quota-bearing positions (Direct, Customer Relationship Management, Channel Partners, etc.).
• Ensure incentives align with Charter's pay philosophies and associated guidelines, policies and practices. Analyze and evaluate success and effectiveness of sales incentive programs.
• Collaborate with Marketing and Product Management to identify, develop and implement support mechanisms for new marketing strategies and new products. Address unique sales operations requirements.
• Develop staffing model for each department that is consistent with each sales channel's operating model. Define appropriate job roles, organization structure and career-pathing. Ensure staffing levels are aligned with work volume.
• Recruit, hire and develop department leaders. Create bench strength.
• Provide input and leadership on major Charter initiatives.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English
Ability to communicate with all levels of management and external groups, both orally and in writing
Ability to develop, communicate and implement complex plans, strategies and tactics effectively
Ability to manage and deliver multiple projects simultaneously, in fast-paced, dynamic environment
Ability to prioritize and organize effectively
Ability to make decisions and solve problems under pressure
Ability to work with others collaboratively to solve problems
Ability to lead and motivate a large and geographically dispersed team
Effective cross-functional management skills with an ability to motivate others, both internal and external to the company
Ability to show judgment and initiative to accomplish job responsibilities
Ability to work independently
Expert analytical skills
Ability to think creatively
Knowledge of sales strategies and procedures

Required Education
Bachelor's degree in business administration or operations or equivalent experience

Required Related Work Experience and Number of Years
Commercial telecomm sales experience - 10+
Sales operations management experience - 10+
Project management experience - 10+
Customer care management experience - 10+
Leadership of multiple cross-functional teams - 10+
Telephony or data industry experience - 10+

Preferred Education
MBA

WORKING CONDITIONS
Office work environment
Moderate travel

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