Sales Operations Lead

Hiscox

. Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs) .

Posted 5/1/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesSenior💰 $90,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs)
Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets
Drive cadence: huddles, daily stand‑ups, weekly performance reviews, monthly ops health checks
Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill
Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans
Ensure onboarding, training, and cross‑skilling align to current sales processes and tooling
Own QA framework and audit readiness (call monitoring, case reviews, documentation)
Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities
Remediate operational risks and control gaps; implement corrective actions and prevent recurrence
Ensure consistent application of approved sales processes, scripts, and playbooks
Maintain operational readiness of tools (CRM/telephony/IVR, dashboards)
Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime
Govern SGS performance against contract and SLAs
Align training, QA, and knowledge content across internal and SGS teams
Publish dashboards covering volume, conversion, quality, and customer metrics
Run variance analysis, root cause, and action plans
Partner with Sales Excellence and Transformation Office for change and readiness
Collaborate with Underwriting, Product, Compliance, and Finance

Requirements

What you’ll need

7+ years in Sales Operations or Contact Center Operations
Experience managing daily operations at scale
Familiarity with WFM, QA frameworks, CRM/telephony systems
Insurance experience preferred

Benefits

Comp & perks

401(k) with competitive company matching
Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
Company paid group term life, short- term disability and long-term disability coverage
24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
Paid parental leave
4-week paid sabbatical after every 5 years of service
Financial Adoption Assistance and Medical Travel Reimbursement Programs
Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
Company paid subscription to Headspace to support employees’ mental health and wellbeing
2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
Dynamic, creative, and values-driven culture
Modern and open office spaces, complimentary drinks
Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

sales operationsperformance managementstaffing plansonboardingtrainingQA frameworkoperational risk managementvariance analysisroot cause analysisaction plans

Soft Skills

leadershipcollaborationcommunicationproblem-solvingorganizational skillscustomer experience focusadaptabilitystrategic thinkingteam managementperformance review