Director, Renewal Operations

ConvergeOne•Atlanta, GA

5d•Onsite

About The Position

The Director, Renewal Operations leads the C1 team dedicated to providing C1 and manufacturer quotes for renewals of C1 proprietary services and third-party services contracts. The role is responsible for managing quoting processes and resources to meet established service levels, in addition to building and maintaining relationships with C1 business and field leadership to ensure processes meet sales and revenue objectives. The Director, Renewal Operations is accountable for improving and maintaining market standard renewal rates on C1’s proprietary and third- party renewable contracts.

Requirements

7+ years of leadership experience in Renewal Operations, Sales Operations, Shared Services, Business Operations, or a related operational environment.
Demonstrated success leading high-volume transactional operations with measurable service level, quality, productivity, and customer experience goals.
Proven experience leading global teams and operating successfully within an onshore/offshore delivery model, including strong partnership and collaboration with India-based teams.
Strong working knowledge of CRM platforms and business systems, including the ability to leverage data, workflows, and system capabilities to improve operational performance and visibility.
Advanced analytical skills with demonstrated experience developing, interpreting, and presenting operational reporting, dashboards, KPIs, and business performance metrics.
Ability to identify trends, risks, and opportunities through data analysis and translate findings into actionable operational strategies and process improvements.
Demonstrated ability to anticipate business needs, and proactively develop operational plans that support future growth and changing customer requirements.
Strong understanding of renewal lifecycle management, contract management principles, and operational processes required to maximize renewal retention and reduce renewal leakage.
Strong process improvement, problem-solving, organizational, and decision-making skills with a proven ability to drive operational excellence.
Executive presence with the ability to influence and build credibility across all levels of the organization, including senior leadership.

Nice To Haves

Work with Alliances to determine if there are any vendor-related sales plays, EOL’s etc.

Responsibilities

Partner closely with Contract Management, Vendor Management, and Alliances teams to establish, maintain, and continuously improve renewal processes, workflows, and handoff procedures, ensuring contractual renewals are identified, quoted, and executed within required timelines and that no renewal opportunities are missed due to process gaps, ownership ambiguity, or operational breakdowns.
Owns and leads all renewal quoting operations, ensuring consistent execution, quality, and SLA attainment across all supported services and manufacturers.
Establishes operational standards, workflows, controls, and governance processes that drive efficiency, scalability, and predictable outcomes.
Oversee daily quote production activities, queue management, capacity planning, workload balancing, and resource allocation.
Guides the GICC distributed quoting organization, including direct partnership with offshore teams located in India.
Fosters a culture of collaboration, trust, engagement, and shared ownership between U.S. and India-based teams.
Building and maintaining a highly effective partnership with the offshore India operations team is a non-negotiable requirement of this role.
Champions knowledge sharing and cross-training initiatives that strengthen team capabilities, reduce key-person dependencies, and improve organizational resilience.
Promotes a culture of inclusion and engagement across geographically diverse teams, ensuring employees feel connected, valued, and accountable regardless of location.

Benefits

401(k) Plan (35% employer match per dollar up to 10% employee contribution)
Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes member advocacy; and Kaiser)
RX Home Delivery
HSA with Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision (2 plans: 12-month and 24-month frames allowance)
FSA Plans (Healthcare, Dependent Care and Limited Purpose)
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short + Term Disability
Long Term Disability (2 plans: Employer-paid or optional Self-paid)
Paid Parental Leave (4 weeks at 100%)
Employee Assistance Plan
Voluntary Life Insurance for team member, spouse and child
Voluntary Accidental Death for team member and spouse
Legal/ID Theft Plans
TeleHealth
Wellness via Omada Health (healthy living solution)
Travel Assistance
Business Travel Accident Coverage
Medical for foreign travel coverage
Employer-paid Pet Telehealth
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Volunteer Time Off
10 Holidays
Summer Sizzle
On Demand Pay (Daily Pay)