Program Manager- Sales Operations

Mountain America Credit Union•Sandy, UT

12d•Hybrid

About The Position

The Sales Operations Program Manager supports the development, execution, and evaluation of sales programs and incentive strategies across the Member Service organization. The role combines data analysis, program management, and cross-functional collaboration to align sales initiatives with organizational goals and produce measurable impact. It partners with Sales Operations and Member Service leadership to monitor performance, identify trends, and recommend enhancements that improve sales effectiveness and employee engagement. The position also supports the Credit Union’s Vision and Mission and promotes engagement through recognition. The role designs and manages incentive programs that encourage ethical sales practices and member-first behaviors. It oversees incentive plans and day-to-day processes for front-line Member Service employees, including compliance, problem resolution, documentation, approvals, risk controls, and program enhancements. It works with internal teams and outside vendors on incentive-plan programming and CRM management, and manages selection, purchasing, and fulfillment for employee recognition. The Program Manager develops training with TMD and collaborates with Sales Enablement to align sales playbooks and incentive campaigns with ethical practices, compliance expectations, and member experience standards. It monitors performance and incentive results for anomalies or potential misconduct, maintains plan and training records, supports audits and risk assessments, and escalates concerns when appropriate. It also communicates program rules and benefits, handles employee questions, advises management on sales and incentives policy, and presents to large groups. The position is based at Mountain America Center in Sandy, Utah. It is full-time and may be hybrid, with some in-office requirements depending on business needs. The job is not eligible to be performed in Colorado or Connecticut, remotely or in person.

Requirements

Typically, at least 3 years of experience with sales incentive and recognition plans, sales operations, and analysis.
Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience.
Working knowledge of sales incentives, recognition, and business sales reporting methods and procedures.
Knowledge of incentives and employee reward systems used to drive desired performance behaviors.
Problem-solving skills.
Advanced verbal and written communication skills.
Ability to collaborate with peers, contribute to team effectiveness, and develop multifunctional skills.
Ability to support sales program and incentive analysis and performance and align programs with the Credit Union’s Vision and Mission.
Ability to assist with moderately complex data analytics and provide periodic reports and updates.
Ability to guide new hires and apply intermediate subject-matter knowledge to common business issues.
Ability to evaluate unique circumstances and assist in making recommendations.
Ability to work on moderately complex problems or projects and exercise independent judgment within defined practices and procedures.
Advanced knowledge of and demonstrated ability with Excel.
Ability to sit, talk, and hear consistently.
Close vision, distance vision, and color vision.
Ability to lift up to 10 pounds frequently and up to 25 pounds occasionally.

Responsibilities

Develop and manage incentive programs that promote ethical sales practices and member-first behaviors.
Define and deliver all stages of sales campaigns, including program types, recognition frequency, rewards, and eligibility criteria.
Partner with Sales Operations, Member Service, Organizational Communications, and Marketing to create and execute campaigns and recognition programs.
Manage incentive-plan programs and processes for front-line Member Service employees.
Work with the Sales Operations Analyst to evolve performance metrics and provide insights to improve incentive programs and campaigns.
Oversee day-to-day incentive processes, including compliance, problem resolution, and program enhancements.
Determine incentive-plan assignments and follow compliance rules and regulations.
Ensure incentive plans are documented and approved before implementation, aligned with long-term member outcomes, and include risk controls.
Maintain internal IS/IT and external vendor relationships related to incentive-plan programming and CRM program management.
Manage selection, purchasing, and fulfillment for the sales employee recognition program.
Develop training requirements with TMD covering ethical sales practices, compliance expectations, and member experience standards.
Partner with Sales Enablement to align sales playbook strategies with campaign behaviors and outcomes, reinforcing ethical sales practices, compliance, and member experience standards.
Address member-facing employee concerns and product or service questions related to sales and incentive rules; resolve sales and incentive credit issues.
Monitor performance trends and incentive results for anomalies, outliers, sales pressure, or possible misconduct, and escalate suspected misconduct to leadership, HR, or Compliance Risk.
Maintain accurate records of plan acknowledgments and training completions.
Ensure accurate documentation of team member interactions and account or product openings, and participate in annual reviews of plan adherence and performance trends.
Establish risk-assessment protocols and regularly review incentive structures for vulnerabilities and unintended consequences.
Create ongoing audits, cross-checks, and escalation procedures to detect anomalies and support corrective action.
Develop communication strategies with the Sales Operations Communication Specialist to explain program purposes, rules, and benefits.
Serve as the point of contact for team member questions or concerns about incentive plans, provide feedback, and escalate structural issues to the Sales Program Oversight Committee.
Communicate and present effectively to large groups.
Consult with and advise management on company sales and incentives policy.
Perform other duties as assigned.