Head of Sales Success

ZEISS Group•Dublin, CA

1d•$112,300 - $140,400

About The Position

The Head of Sales Success provides strategic and operational leadership for Sales Success and Order Administration, reporting to and partnering with the Head of Fulfillment Operations. The role leads the day-to-day operations of the Equipment, Spare Parts, and Consumables order-processing teams and works closely with Sales, Field Service, Service Operations, In-House Repair, and Spares Logistics to achieve business objectives. It establishes scalable processes and policies, develops organizational capability, leads strategic initiatives, and guides long-term workforce and operating-model planning. The position leads order operations, including the development of clear work instructions and standard operating procedures for accurate and timely processing of orders, returns, exchanges, cancellations, and price adjustments. It establishes performance expectations, operating metrics, service levels, and accountability mechanisms to improve order quality, responsiveness, customer experience, and team productivity. The role also manages operational risks and mitigation plans, supports audit readiness and remediation, resolves escalated customer concerns, and develops Sales Success talent through coaching, succession planning, training, and targeted capability building. The annual pay range is $112,300–$140,400. The position is eligible for a performance bonus. ZEISS describes its benefits as including medical, vision, dental, 401(k) matching, employee assistance programs, vacation, and sick pay.

Requirements

Bachelor’s degree in business and/or related field experience.
Minimum of 10 years in a leadership capacity.
At least 10 years of customer relations experience.
Excellent written, verbal, presentation, and interpersonal communication skills across all organizational levels.
Working knowledge of legal and company requirements governing sales for order fulfillment.
Experience with and working knowledge of ERP/CRM platforms, complex data collection, reporting, and performance-management systems.
Knowledge of general accounting practices and demonstrated ability to interpret profit and loss statements and translate financial insights into action.
Strong strategic thinking, change leadership, analytical judgment, and cross-functional influence.

Nice To Haves

Leadership experience in the medical capital equipment marketplace or high technology sector is preferred.

Responsibilities

Lead day-to-day operations of the Equipment, Spare Parts, and Consumables order-processing teams.
Provide direct leadership of order operations and establish clear work instructions and standard operating procedures for processing orders, returns, exchanges, cancellations, and price adjustments accurately and on time.
Establish performance expectations, operating metrics, service levels, and accountability mechanisms to improve order quality, responsiveness, customer experience, and team productivity.
Identify and manage operational risks, develop mitigation plans, and partner with senior leaders to minimize potential impact on customers and the business.
Build a collaborative operating environment with sales leaders to convert strategy into new customer opportunities, revenue growth, and increased market share.
Resolve escalated customer concerns while protecting the company’s financial, legal, and ethical position and balancing customer relationships with sound business judgment.
Anticipate changes in demand and evaluate customer impacts of policies, procedures, and programs; adjust staffing, workloads, and processes to maintain customer satisfaction.
Manage audit engagement, readiness posture, and remediation efforts.
Develop Sales Success talent through coaching, succession planning, training, and targeted capability building.
Partner with Sales, Field Service, Service Operations, In-House Repair, and Spares Logistics to achieve business objectives.
Lead strategic initiatives and guide long-term workforce and operating-model planning.