Program Manager- Sales Operations

Mountain America Credit Union•Sandy, UT

11d•Hybrid

About The Position

The Program Manager supports the development, execution, and evaluation of sales programs and incentive strategies across the Member Service organization. The role uses data analysis, program management, and cross-functional collaboration to align sales initiatives with organizational goals and measure their impact. It partners with Sales Operations and Member Service leadership to monitor performance, identify trends, and recommend improvements that support sales effectiveness, employee engagement, and the Credit Union’s Vision and Mission. The position designs and manages incentive programs and sales campaigns, including program types, recognition frequency, reward options, eligibility criteria, assignments, and required approvals. It oversees incentive processes for front-line Member Service employees, including compliance, issue resolution, enhancements, documentation, risk controls, vendor relationships, and the selection and fulfillment of employee recognition. The role also works with internal IS/IT partners on incentive programming and CRM program management. The Program Manager develops training with TMD and partners with Sales Enablement to reinforce ethical sales practices, compliance expectations, and member experience standards. It monitors incentive outcomes and performance trends, investigates incentive-credit questions, maintains training and plan records, supports audits and annual reviews, and escalates potential misconduct or risks. The role develops communications about incentive plans, serves as a contact for employee questions, provides feedback, and advises management on sales and incentives policy. The position is based at Mountain America Center in Sandy, Utah. The schedule is full-time, and the role may be hybrid with some in-office requirements depending on business need. It is not eligible to be performed in Colorado or Connecticut, remotely or in person.

Requirements

Typically requires a minimum of 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, including methods and procedures in these areas.
Knowledge of incentive and employee reward systems used to drive desired performance behaviors.
Problem-solving skills.
Advanced verbal and written communication skills.
Ability to collaborate with peers to deliver results and build organizational capacity.
Ability to contribute to team effectiveness and develop multifunctional base-level 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, provide periodic reports and updates, 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 develop a solid understanding of applications within the business environment.
Ability to work on moderately complex problems and 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 sales campaigns, including program type, recognition frequency, reward options, 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 develop actionable insights for 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 designed with risk controls.
Maintain internal IS/IT and external vendor relationships related to incentive programming and CRM program management.
Manage selection, purchasing, and fulfillment of sales employee recognition programs.
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, outcomes, and team-member development.
Govern employee concerns and product or service questions related to sales and incentive rules.
Resolve issues related to sales and incentive credit.
Monitor performance for anomalies and review incentive results for possible misconduct or sales pressure; 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.
Participate in annual reviews of plan adherence and performance trends.
Establish and regularly review risk assessment protocols for incentive structures.
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 incentive-plan purpose, rules, and benefits.
Serve as the point of contact for team-member questions and concerns about incentive plans.
Provide ongoing feedback to team members 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.