Sales Operations Manager

• Refine sales methodologies, create playbooks, and map the customer journey for better efficiency.
• Own the sales technology stack (CRM, sales enablement tools), ensuring data integrity, adoption, and analytics.
• Define metrics for sales effectiveness and build dashboards to inform executive decisions.
• Collaborate with Marketing and Product to ensure the sales team is equipped with the right collateral, competitive intelligence, and training to win.

Director of Sales Operations, AdTech Experience

Director of Sales Operations, AdTech

• Partner with and support the General Manager in all areas of service sales and operations to develop and implement the operating territory service sales and operations business plan for both financial and non-financial objectives
• Lead the performance of field operations for all service/maintenance projects and service sales while maintaining project schedules and ensure deadlines are met
• Set expectations for Field Technician engagement and provide Superintendents with the support necessary to provide ongoing training and performance management essential to productivity and quality improvement and ensuring the active participation of all mechanics in performance reviews
• Expand customer portfolio and unit count while providing best in class partnership and support leading to the growth of business and increasing continued customer loyalty in service and repair
• Develop action plans to address deficiencies regarding safety, callback rates, and technical support
• Generate field leads and assist service sales representatives in selling upgrades and repairs
• Develop a keen sense for key prospective customers within the OT and manage all accounts regarding any at risk or cancellations while increasing customer loyalty
• Recommend and detail changes in maintenance service documentation, methods, process, design, and delivery
• Set budgets for material and labor within Otis guidelines and complete the required maintenance and repair within those budgets
• Conduct field education training ensuring that we create and maintain a safe working environment
• Perform field safety audits, jobsite inspections, and develop site safety/logistics plans
• Ensure coordination of personnel and product safety responsibilities including driving personnel safety training and process adherence and the execution of proper technical training and equipment testing
• Coordinate all material deliveries and issuing purchase orders
• Engage in pro-active labor relations with local business agents with the support of Otis’ Labor Relations team
• Responsible for the hire and onboarding of new team members
• Interface with Product Line experts on operational challenges, including but not limited to product issues, safety concerns, parts fulfillment
• Lead the resolution of all customer issues within your OT as the key point of escalation including collection efforts and contractual disputes
• Coach, mentor, and develop your team of Sales and Operations through aligned and clear sales goals and continued performance directly tied to targets and sales KPIs

Senior Manager, Service Sales & Operations

• Drive adoption and enforcement of sales processes and best practices across the revenue org — communicating changes clearly, following up on compliance, and escalating where needed
• Own the operational rhythm of pipeline review calls: ensuring SFDC data is accurate and meaningful before every call, tracking follow-through on action items, and surfacing hygiene issues proactively
• Serve as the first point of contact for reps and managers with process questions — territory administration, account routing, handoff procedures, and general ops support
• Manage SFDC support cases and minor data cleanup in partnership with the GTM Engineering team; own the business-side of data governance
• Coordinate ops onboarding for new revenue hires: tools access, process orientation, and playbook walkthrough.
• Partner with Sales Enablement on training content from an operational perspective — ensuring what gets taught reflects how the systems and processes actually work
• Serve as a point of contact for rep compensation questions: explain plan mechanics, translate variable pay into rep-level understanding, and de-escalate concerns with professionalism and patience
• Build and maintain rep-facing comp resources: FAQs, worked examples, and plain-language plan summaries that reduce inbound questions over time
• Own operational support for the post-sale renewal motion: renewal workflow coordination, CS/AM process documentation, and operational tracking of renewal and churn metrics
• Partner with Customer Success and Account Management leadership on day-to-day operational needs — acting as the RevOps point of contact for post-sale process questions
• Produce ad hoc and recurring operational reports for revenue leadership across both sales and post-sale motions

Principal Sales Operations Manager

• Collaborate with management and business leaders to identify, prioritize, and execute projects, programs, and initiatives that support strategic business goals
• Develop comprehensive project documentation, executive presentations, business cases, process maps, training materials, communication plans, job aids, and other professional materials to support business operations and change management efforts
• Lead efforts to identify, document, and implement best practices across business functions and operational processes
• Assess and communicate project impacts, risks, scope changes, dependencies, and resource requirements to stakeholders and leadership
• Identify affected business areas, stakeholders, business partners, and resources necessary for successful project execution and organizational readiness
• Design, document, and implement business processes, workflows, and systems that support operational effectiveness and evolving business needs
• Develop methods and frameworks for integrating business functions, processes, and technologies to improve efficiency and customer experience
• Conduct cost-benefit analyses, operational assessments, and business impact evaluations to support decision-making and investment prioritization
• Build organizational support for business transformation initiatives through effective communication, stakeholder engagement, training, and change management strategies
• Facilitate meetings, workshops, and working sessions to gather requirements, align stakeholders, and drive project outcomes
• Monitor project progress, identify potential issues, and recommend solutions to mitigate risks and ensure successful implementation
• Support continuous improvement initiatives through process redesign, operational excellence practices, and performance measurement

Senior Business Change Manager, Medicare Sales Support and Strategy Team

• Build and own pre-sales enablement: sales decks, discovery frameworks, battlecards, case studies, and the content engine behind them
• Lead a small team spanning sales materials creation and sales operations
• Build Sales Operations into a strategic function: sales process design, pipeline rigor, forecasting support, and a CRM that works as a system of action — not just a system of record
• Own and optimize our sales stack — HubSpot, LinkedIn Sales Navigator, Qwilr, Fireflies, and whatever comes next — from evaluation through adoption
• Make AI a superpower for our sales org: build playbooks and workflows with Claude and similar tools for research, content, call intelligence, and deal prep
• Define what success looks like — content utilization, ramp time, win rates — measure it, and double down on what works
• Partner with our SVP of Sales as a trusted advisor on seller productivity and readiness

Senior Manager, Sales Enablement

• Lead programs and initiatives that improve sales performance and engagement
• Build and scale training, certification, and enablement programs that drive adoption and skill development
• Oversee content and communications strategies that support effective execution
• Establish processes and practices that increase accountability and execution quality
• Lead, coach, and develop a high-performing team

Head of Sales Enablement

• Serving as the primary Salesforce subject matter expert for the Services organization, owning both front-end (page layouts, fields) and back-end (custom objects, advanced Flows) configuration in order to support scalable, repeatable operations
• Designing and deploying repeatable Salesforce processes tailored for an enterprise SaaS professional services environment in order to improve forecast accuracy, utilization tracking, and project health visibility
• Leading cross-functional projects independently from inception through completion in order to deliver on operational priorities set by senior leadership across Services and Customer Engineering
• Collaborating with BI Analysts to maintain a clean Salesforce data foundation in order to ensure all Services activity is accurately reflected in executive reporting and downstream business intelligence
• Identifying and resolving process bottlenecks across the implementation and consulting lifecycle in order to accelerate project delivery and reduce manual overhead for Services leadership

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