Associate Director, Global Sales Support

Informa Group .•Philadelphia, PA

1d•Hybrid

About The Position

Taylor & Francis is seeking an experienced operations leader to own global sales support services across all regions. The Associate Director, Global Sales Support is accountable for building a consistent, efficient, and well-controlled quote-to-invoice process, improving accuracy across regional commercial records, and preparing the support function for the new Unified Commercial (UC) model. The role leads four Regional Sales Operations Managers and, through them, the regional support teams. It sits within Commercial Strategy & Operations and works as a peer to the Global Sales Operations Lead and the Global Systems & Data Lead. The role owns frontline sales-support data entry and transaction execution, including the process from quote preparation and approval through accurate order and invoicing handoffs. It establishes service levels, controls, workflows, validation and remediation routines, and common operating practices across regions while accommodating documented local requirements. It partners with Sales Operations, Systems & Data, Finance, Global Pricing, Global Enablement, Technology, and regional sales leaders, respecting each function’s defined ownership. The successful candidate will establish clear accountabilities and performance routines for the regional managers, improve turnaround times, backlog, first-time-right processing, and commercial-data quality, and implement UC process changes with minimal disruption. The position uses a balanced working model: the successful candidate must live within commuting distance of the Philadelphia office and work in person at least three days per week, with flexibility to work from home or remotely at other times. Applicants must have the right to reside and work in the United States.

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 and be able to work there at least three days per week.

Nice To Haves

Experience with institutional, academic, subscription, journals, or eBook business models.
Experience with system transitions.

Responsibilities

Lead and develop the 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 processes globally 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 boundaries with Finance and order-management owners.
Ensure commercial terms, customer details, and approved pricing and discount conditions are captured correctly; apply rules set by the Global Pricing Director and escalate exceptions.
Reduce transaction handoff rework and errors by defining controls, ownership, and resolution paths for common issues.
Translate UC model changes 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.