Sales Operations Lead

Hiscox•Boston, MA

2d•Hybrid

About The Position

The Sales Operations Lead runs the day-to-day Sales delivery capability across SGS and/or internal teams. This leader is accountable for operational execution, team management, workforce planning, service levels, and performance outcomes for sales support and sales process operations. Unlike the Sales Excellence Lead (continuous improvement/process design), this role is focused on operational delivery: ensuring the sales engine is staffed, trained, scheduled, well-tooled, compliant, and consistently meeting targets.

Requirements

7+ years in Sales Operations or Contact Center Operations
Experience managing daily operations at scale
Familiarity with WFM, QA frameworks, CRM/telephony systems
Insurance experience preferred
Operational ownership and accountability
Strong people leadership and coaching
Customer-first decision making
Data-driven problem solving
Comfortable leading through change

Responsibilities

Own daily Sales operations performance (queues, schedules, real-time management, SLAs, KPIs).
Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets.
Drive cadence: huddles, daily stand-ups, weekly performance reviews, monthly ops health checks.
Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill.
Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans.
Ensure onboarding, training, and cross-skilling align to current sales processes and tooling.
Own QA framework and audit readiness (call monitoring, case reviews, documentation).
Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities.
Remediate operational risks and control gaps; implement corrective actions and prevent recurrence.
Ensure consistent application of approved sales processes, scripts, and playbooks.
Maintain operational readiness of tools (CRM/telephony/IVR, dashboards).
Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime.
Govern SGS performance against contract and SLAs.
Align training, QA, and knowledge content across internal and SGS teams.
Publish dashboards covering volume, conversion, quality, and customer metrics.
Run variance analysis, root cause, and action plans.
Partner with Sales Excellence and Transformation Office for change and readiness.
Collaborate with Underwriting, Product, Compliance, and Finance.

Benefits

401(k) with competitive company matching
Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
Company paid group term life, short-term disability and long-term disability coverage
24 Paid time off days plus 2 Hiscox days
10 paid holidays plus 1 paid floating holiday
Ability to purchase up to 5 PTO days
Paid parental leave
4-week paid sabbatical after every 5 years of service
Financial Adoption Assistance and Medical Travel Reimbursement Programs
Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
Company paid subscription to Headspace to support employees’ mental health and wellbeing
Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
Modern and open office spaces, complimentary drinks
Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation