Sales & CX Transformation, Director
About The Position
The Director, Sales & CX Transformation leads the design, implementation, and adoption of future-state Sales, Marketing, and Customer Experience processes as part of enterprise transformation initiatives. As the primary process owner for the Sales & CX workstream, this role aligns business processes, technology solutions, and operational requirements to improve efficiency, consistency, and customer experience. The Director provides strategic and operational leadership across CRM, quoting, contracts, lead management, customer onboarding, case management, and customer communications. The role partners with functional leaders, technology teams, and implementation partners to standardize processes, align system configuration, maintain data integrity, and prepare the organization for successful deployment and long-term adoption of enterprise solutions.
Requirements
- Bachelor's degree in Business Administration, Marketing, Information Systems, or a related field.
- 7+ years of progressive experience in sales operations, marketing operations, customer experience, business transformation, or related functions.
- Experience leading or supporting large-scale ERP, CRM, or customer experience technology implementations.
- Strong understanding of lead-to-opportunity, quote-to-cash, customer onboarding, and case-management processes.
- Demonstrated ability to lead cross-functional teams, influence stakeholders, and drive process standardization across complex organizations.
- Experience with business requirements gathering, process mapping, system configuration validation, user acceptance testing, and change management.
- Strong analytical, problem-solving, and project management skills, with the ability to manage competing priorities and complex initiatives.
- Excellent communication, collaboration, and stakeholder management skills, including the ability to engage and influence senior leadership.
Nice To Haves
- Advanced degree.
- Experience with CRM, CPQ, and customer experience platforms, including Oracle CX, Salesforce, or comparable enterprise solutions.
Responsibilities
- Lead the design, standardization, and implementation of future-state Sales, Marketing, and Customer Experience processes aligned with enterprise transformation objectives.
- Serve as the primary process owner for the Sales & CX workstream, directing business requirements, process design, system configuration, and implementation priorities.
- Oversee process design and integration across CRM, CPQ, contracts, campaign and lead management, customer onboarding, customer portals, case management, and customer communications.
- Partner with Sales, Marketing, CX, IT, and other functional leaders to ensure processes and technology solutions support business needs, operational efficiency, and an improved customer experience.
- Lead cross-functional subject-matter experts in defining requirements, validating future-state processes, resolving design gaps, and supporting implementation activities.
- Collaborate with system integrators and technology teams to validate system configurations, prioritize enhancements, and ensure solutions align with approved business processes.
- Oversee data quality, governance, and migration readiness for customer, account, lead, pipeline, and case-management information.
- Direct user acceptance testing, including test planning, issue resolution, and business validation, to ensure system readiness before deployment.
- Drive organizational readiness, training, change management, and user adoption across Sales, Marketing, and CX through implementation, go-live, and post-deployment stabilization.
- Monitor implementation progress, identify risks and dependencies, and provide recommendations and updates to enterprise transformation leadership and program governance teams.
- Identify opportunities for continuous improvement, automation, and process optimization to enhance operational performance and customer experience.
Benefits
- Excellent pay
- Medical, dental, and vision
- Company-paid life insurance
- Company-paid short-term disability
- 401K with employer match
- Paid vacation and company holidays
- Training and Career Development
- Company vehicle (if job applicable)
- Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
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What This Job Offers
Job Type
Full-time
Career Level
Director
