Associate Director, Global Sales Support
About The Position
Taylor & Francis is seeking an experienced operations leader to own global sales support services across all regions. The Associate Director will build a consistent, efficient, and well-controlled quote-to-invoice process, drive accuracy in regional commercial records, and prepare the support function for the Unified Commercial (UC) model. The role leads four Regional Sales Operations Managers and, through them, regional support teams. The position sits within Commercial Strategy & Operations and works as a peer to the Global Sales Operations Lead and Global Systems & Data Lead. It is responsible for global service delivery, people leadership, commercial transaction execution, frontline data quality and operational controls, and continuous improvement, while working within the defined ownership boundaries of Sales Operations, Systems & Data, Pricing, Finance, billing, and Inside Sales. The successful candidate must have the right to reside and work in the United States and live within commuting distance of the Philadelphia office. The role follows a balanced working model, with in-person work at an office or other workplace three or more days per week and flexibility to work from home or remotely at other times.
Requirements
- Proven multi-region people leadership and change management capability.
- Strong understanding of quote-to-invoice and institutional or subscription sales processes.
- Experience in service operations, capacity planning, and process standardization.
- Working knowledge of CRM systems and strong commercial data discipline.
- Excellent judgment, escalation management skills, and confident stakeholder communication.
- Proven experience in sales support, sales operations, or commercial operations.
- Demonstrated experience leading managers or distributed teams.
- A track record of setting service levels and standardizing processes across multiple regions or units.
- Must have the right to reside and work in the United States.
- Must live within commuting distance of the Philadelphia office.
Nice To Haves
- Experience with institutional, academic, subscription, journals, or eBook business models.
- Experience with system transitions.
Responsibilities
- Lead and develop four Regional Sales Support Managers, setting shared objectives, capacity priorities, performance standards, and development plans.
- Define service levels and establish an operating cadence for backlog management, turnaround times, quality, escalations, and process adherence.
- Harmonize global processes while accommodating documented local requirements, and scale best practices across regions.
- Manage cross-regional escalations and support Sales and Inside Sales teams without taking ownership of the Inside Sales function.
- Own the sales-support process from quote preparation and approval through accurate order and invoicing handoffs, coordinating with Finance and order-management owners on responsibilities.
- Ensure commercial terms, customer details, and approved pricing and discount conditions are captured correctly, applying rules set by the Global Pricing Director and escalating exceptions.
- Define controls, ownership, and resolution paths to reduce transaction handoff errors and rework.
- Translate changes arising from the Unified Commercial model into standardized workflows, training needs, and operational acceptance criteria.
- Own the timeliness, completeness, and accuracy of regional teams’ entries in account, opportunity, and other commercial records.
- Implement frontline validation, exception handling, and remediation routines aligned with data definitions and standards owned by Systems & Data.
- Ensure source data supports forecasting, invoicing, reporting, and incentive calculations, and resolve regional input issues promptly.
- Partner with Sales Operations on forecast inputs, deal status, territory changes, and recurring data defects.
- Work with Systems & Data to specify usability needs, test process changes, and manage adoption; Technology retains technical build ownership.
- Collaborate with Global Enablement to maintain practical instructions, playbooks, and training materials for regional support users.
Benefits
- 15 paid vacation days
- 10 paid sick days
- 2 paid floating holidays
- Paid parental leave
- Paid leave for life events, such as a wedding or moving
- Medical, dental, and vision benefits
- 4 paid volunteering days per year
- Paid day off for your birthday
- 401(k) match
- Flexible working schedule
- Seasonal social and charitable events
- Training and development
- Bespoke Taylor & Francis Development Plan, with resources, tools, support, and coaching
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
