Sales Operations Manager Location: Woodruff, South Carolina Work Arrangement: Onsite Reports To: Director of Sales Operations Employment Type: Full-Time, Salaried, Exempt Position Summary
- The Sales Operations Manager is responsible for the day-to-day leadership, management, and operational performance of the North American Sales Operations organization. Reporting to the Director of Sales Operations, this role is accountable for employee leadership and development, departmental execution, customer experience, business systems utilization, pricing administration, performance management, and continuous improvement.
- The Sales Operations Manager translates the strategy, objectives, policies, and priorities established by the Director of Sales Operations into effective day-to-day execution. This role operates with a high degree of autonomy within established departmental direction and is expected to proactively identify operational needs, performance gaps, business risks, and improvement opportunities.
- The successful candidate will be an experienced Sales Operations manager with a demonstrated ability to build and scale teams, develop employees, manage departmental performance, leverage Salesforce and ERP systems, and establish the operational discipline necessary to support a growing business.
Key Responsibilities
Operational Leadership
- Lead the day-to-day operation and execution of the Sales Operations team.
- Establish daily and weekly operational priorities aligned with departmental objectives and business needs.
- Allocate resources and balance workloads to maximize productivity, accuracy, and customer responsiveness.
- Manage departmental service levels and ensure consistent operational execution.
- Identify and resolve operational issues, process breakdowns, and business bottlenecks.
- Monitor departmental capacity, workload, and coverage and recommend staffing or organizational changes to the Director of Sales Operations as business needs evolve.
- Escalate strategic, policy, resource, or significant cross-functional issues to the Director of Sales Operations as appropriate.
People Leadership & Team Development
- Directly manage Sales Operations personnel and maintain accountability for individual and team performance.
- Lead hiring, onboarding, training, coaching, mentoring, performance management, and employee development.
- Conduct performance reviews and manage corrective action when necessary.
- Establish clear expectations and hold employees accountable for performance, accuracy, responsiveness, ownership, and follow-through.
- Approve PTO and manage workload assignments, departmental coverage, and day-to-day resource allocation.
- Develop and maintain effective cross-training and coverage plans.
- Identify employee development opportunities and support succession planning.
- Continually evaluate team capabilities, workload distribution, and operational needs and recommend changes as appropriate.
- Develop a high-performing Sales Operations team capable of supporting increasing business volume and complexity.
Business Performance & Accountability
- Manage departmental performance against established KPIs, service levels, and operational expectations.
- Monitor performance trends and use data to identify gaps, root causes, and areas requiring corrective action.
- Develop and execute action plans to address performance issues and operational deficiencies.
- Drive individual and team accountability through clear, measurable expectations.
- Provide regular operational reporting, analysis, and recommendations to the Director of Sales Operations.
- Recommend new or revised performance measures as business needs and departmental responsibilities evolve.
- Identify opportunities to improve productivity, accuracy, responsiveness, and overall departmental performance.
Pricing & Price Book Management
- Manage the day-to-day administration, maintenance, and governance of pricing and price books across Salesforce and ERP systems.
- Maintain Salesforce and ERP price books, including implementation of approved pricing updates and product pricing changes.
- Ensure pricing and price book data remain accurate and aligned across Salesforce, ERP, and other applicable business systems.
- Coordinate and implement approved pricing changes across systems in a timely and controlled manner.
- Ensure pricing, discounts, multipliers, and other commercial requirements are applied consistently and in accordance with established pricing policies and approval requirements.
- Monitor pricing data for accuracy, identify discrepancies between systems, and ensure timely resolution.
- Coordinate with the Director of Sales Operations, Sales leadership, Finance, and other stakeholders on pricing updates, exceptions, approvals, and implementation requirements.
- Maintain appropriate documentation, controls, and auditability related to pricing and price book changes.
- Identify and recommend opportunities to improve, standardize, or automate pricing administration and price book management.
Customer Experience
- Manage the day-to-day operational customer experience from Lead through Delivery.
- Ensure timely, accurate, and proactive customer communication throughout the sales and order fulfillment process.
- Partner with Sales to ensure operational commitments align with customer expectations and established business requirements.
- Manage and resolve customer escalations within the scope of Sales Operations.
- Identify recurring operational issues affecting the customer experience and implement or recommend corrective actions.
- Escalate significant customer or commercial issues to the Director of Sales Operations as appropriate.
Operational Excellence & Continuous Improvement
- Identify and implement operational improvements within established departmental strategy and governance.
- Maintain and reinforce standardized Sales Operations processes and procedures.
- Ensure team compliance with established policies, procedures, controls, approval requirements, and governance standards.
- Identify opportunities for automation, improved workflows, and increased operational efficiency.
- Maintain appropriate process documentation and ensure operational consistency across the department.
- Recommend larger process, policy, or organizational changes to the Director of Sales Operations.
- Foster a culture of accountability, continuous improvement, accuracy, and operational excellence.
Business Systems & Data Management
- Lead departmental adoption and effective utilization of Salesforce, ERP, and SAP functionality within the systems strategy and governance established by the Director of Sales Operations.
- Build, maintain, and utilize Salesforce reports and dashboards to monitor departmental KPIs, workload, sales activity, operational performance, and data quality.
- Use Salesforce and ERP data to identify trends, bottlenecks, performance gaps, and operational improvement opportunities.
- Translate day-to-day business needs into reporting requirements, workflow improvements, automation opportunities, and recommended system enhancements.
- Ensure data quality, process compliance, and consistent system utilization across the Sales Operations team.
- Partner with the Director of Sales Operations, system administrators, IT, and external partners on approved system enhancements, integrations, testing, and process changes.
- Coordinate and support user acceptance testing, employee training, system adoption, and change management for new functionality.
- Identify and recommend opportunities to better leverage business systems and automation to improve visibility, accuracy, efficiency, and scalability.
Cross-Functional Management
- Manage day-to-day collaboration between Sales Operations and Sales, Finance, Engineering, Production, Planning, Logistics, Marketing, Service, and other business functions.
- Represent Sales Operations in routine operational planning and cross-functional discussions.
- Resolve day-to-day cross-functional operational issues and drive clear ownership and follow-through.
- Ensure effective handoffs between Sales Operations and other departments.
- Communicate operational risks, recurring issues, resource constraints, and improvement opportunities to the Director of Sales Operations.
- Escalate strategic, policy-related, or significant cross-functional issues when appropriate.
Management Authority & Accountability Within the strategy, policies, governance, and departmental direction established by the Director of Sales Operations, the Sales Operations Manager has day-to-day management responsibility and authority for:
- Direct supervision of Sales Operations personnel
- Employee coaching, development, and performance management
- Performance reviews and corrective action
- Participation in hiring and staffing decisions
- PTO approval and departmental coverage
- Workload and resource allocation
- Day-to-day operational priorities
- Departmental service levels and execution
- Performance against established departmental KPIs
- Routine customer escalations
- Pricing and price book administration within established pricing policies and approvals
- Implementation of approved process and operational improvements
- Salesforce and ERP process compliance
- Day-to-day departmental execution
Required Qualifications
- Minimum 5 years of Sales Operations management experience, with direct responsibility for leading a Sales Operations function and managing direct reports.
- Demonstrated experience building, growing, and scaling a Sales Operations team, including developing team structure, defining roles and responsibilities, developing employees, establishing coverage models, and expanding team capabilities to support business growth.
- Demonstrated people-management experience with direct responsibility for hiring, onboarding, coaching, performance reviews, performance management, corrective action, and employee development.
- Advanced, hands-on Salesforce experience beyond end-user functionality, including building and maintaining reports and dashboards, developing KPI and performance reporting, analyzing CRM data, identifying data and process gaps, and using Salesforce to support operational management and decision-making.
- Demonstrated ability to translate business requirements into Salesforce reporting, dashboards, workflows, process improvements, automation opportunities, and system enhancements, independently or in partnership with Salesforce administrators and developers.
- Hands-on ERP experience, including experience supporting Sales Operations and order-to-delivery processes such as order management, fulfillment, inventory, allocation, customer requirements, and related operational workflows.
- Experience with SAP and/or a Salesforce-based ERP platform.
- Demonstrated experience managing pricing and price books within CRM and ERP systems, including pricing updates, data maintenance, cross-system accuracy, governance, approval requirements, and implementation of approved pricing changes.
- Demonstrated experience managing departmental KPIs, service levels, workload expectations, performance standards, and operational accountability.
- Proven experience implementing, documenting, and enforcing scalable Sales Operations processes, policies, controls, and governance.
- Demonstrated success using data to identify performance gaps, diagnose root causes, and implement measurable corrective actions and process improvements.
- Experience managing cross-functional operational initiatives and driving accountability across multiple business functions.
- Demonstrated ability to operate with a high degree of autonomy, business judgment, ownership, and accountability within established strategic direction.
- Strong written and verbal communication skills, including the ability to clearly communicate operational performance, risks, issues, and recommendations to senior leadership.
- Advanced proficiency in Microsoft Excel and business reporting and analysis.
- Preferred Qualifications
- Sales Operations management experience within a manufacturing, industrial, equipment, HVAC, data center, or other complex order-driven environment.
- Experience across the full Lead-to-Delivery / Lead-to-Cash lifecycle, including quoting, order management, inventory/allocation, fulfillment, and customer delivery.
- Experience supporting a high-growth organization experiencing significant increases in revenue, transaction volume, organizational complexity, or geographic reach.
- Experience supporting multiple product lines, business units, sales channels, or geographic regions.
- Experience participating in major ERP implementations, migrations, integrations, or business-system transformation initiatives.
Success Measures
- Success in this role will be measured through:
- Achievement of established departmental KPIs and service-level expectations
- Employee performance, development, accountability, and team effectiveness
- Customer responsiveness and communication
- Quote turnaround time and accuracy
- Order accuracy and operational execution
- Operational efficiency and effective workload management
- Pricing and price book accuracy, alignment, governance, and timely maintenance across Salesforce and ERP systems
- Salesforce and ERP data quality and process compliance
- Successful implementation of approved operational and process improvements
- Effective cross-functional execution and issue resolution
- Continued development and scalability of the Sales Operations team
