Sales Operations Manager

AIRSYS Cooling Technologies•Woodruff, SC

2h•Onsite

About The Position

The Sales Operations Manager leads the day-to-day operations and performance of the North American Sales Operations organization. Reporting to the Director of Sales Operations, the role oversees employee leadership and development, departmental execution, customer experience, business systems utilization, pricing administration, performance management, and continuous improvement. The manager translates the Director’s strategy, objectives, policies, and priorities into effective daily execution, operating autonomously within established direction while identifying operational needs, performance gaps, business risks, and opportunities to improve. The role manages Sales Operations personnel and departmental performance, including service levels, KPIs, workload, staffing recommendations, and cross-training. It administers pricing and price books across Salesforce and ERP systems; supports the customer experience from Lead through Delivery; and ensures operational processes, controls, data, and system use are accurate and consistent. The manager also develops Salesforce reporting and dashboards, supports approved system enhancements and change management, and coordinates daily work across Sales, Finance, Engineering, Production, Planning, Logistics, Marketing, Service, and other functions. Success is measured by departmental KPIs and service levels, employee performance and development, customer responsiveness, quote turnaround and accuracy, order accuracy, operational efficiency, pricing and system data quality, implementation of approved improvements, cross-functional execution, and the scalability of the Sales Operations team.

Requirements

At least 5 years of Sales Operations management experience, with direct responsibility for leading a Sales Operations function and managing direct reports.
Experience building, growing, and scaling a Sales Operations team, including defining structure and roles, developing employees, establishing coverage models, and expanding team capabilities.
Direct people-management experience covering hiring, onboarding, coaching, performance reviews, performance management, corrective action, and employee development.
Advanced, hands-on Salesforce experience beyond end-user functionality, including building and maintaining reports and dashboards, developing KPI reporting, analyzing CRM data, identifying data and process gaps, and supporting operational decisions.
Ability to translate business requirements into Salesforce reporting, dashboards, workflows, process improvements, automation opportunities, and system enhancements, independently or with administrators and developers.
Hands-on ERP experience supporting Sales Operations and order-to-delivery processes, such as order management, fulfillment, inventory, allocation, customer requirements, and related workflows.
Experience with SAP and/or a Salesforce-based ERP platform.
Experience managing pricing and price books in CRM and ERP systems, including updates, data maintenance, cross-system accuracy, governance, approval requirements, and implementation of approved changes.
Experience managing departmental KPIs, service levels, workload expectations, performance standards, and operational accountability.
Experience implementing, documenting, and enforcing scalable Sales Operations processes, policies, controls, and governance.
Demonstrated ability to use data to identify performance gaps, diagnose root causes, and implement measurable corrective actions and process improvements.
Experience managing cross-functional operational initiatives and driving accountability across multiple business functions.
Ability to operate with autonomy, sound business judgment, ownership, and accountability within established strategic direction.
Strong written and verbal communication skills, including communicating operational performance, risks, issues, and recommendations to senior leadership.
Advanced proficiency in Microsoft Excel and business reporting and analysis.

Nice To Haves

Sales Operations management experience in manufacturing, industrial, equipment, HVAC, data center, or another complex order-driven environment.
Experience across the full Lead-to-Delivery or Lead-to-Cash lifecycle, including quoting, order management, inventory or allocation, fulfillment, and customer delivery.
Experience supporting a high-growth organization with significant increases in revenue, transaction volume, organizational complexity, or geographic reach.
Experience supporting multiple product lines, business units, sales channels, or geographic regions.
Experience participating in major ERP implementations, migrations, integrations, or business-system transformation initiatives.

Responsibilities

Lead day-to-day Sales Operations team execution and establish operational priorities aligned with departmental objectives.
Allocate resources, balance workloads, manage coverage and service levels, and identify staffing or organizational needs for the Director of Sales Operations.
Directly manage Sales Operations personnel, including hiring participation, onboarding, training, coaching, mentoring, performance reviews, corrective action, employee development, PTO approval, and succession planning.
Set clear expectations and maintain individual and team accountability for performance, accuracy, responsiveness, ownership, and follow-through.
Manage departmental KPIs, service levels, operational reporting, performance trends, and corrective action plans; provide analysis and recommendations to the Director of Sales Operations.
Administer and maintain Salesforce and ERP price books, implement approved pricing and product changes, monitor cross-system accuracy, and maintain pricing documentation, controls, and auditability.
Coordinate with Sales leadership, Finance, the Director of Sales Operations, and other stakeholders on pricing updates, exceptions, approvals, and implementation requirements.
Manage the operational customer experience from Lead through Delivery, ensuring timely and accurate communication, coordinating commitments with Sales, and resolving routine customer escalations.
Identify recurring operational and customer experience issues, diagnose root causes, and implement or recommend corrective actions.
Maintain standardized Sales Operations processes, procedures, controls, approval requirements, and governance; identify opportunities for automation and operational efficiency.
Lead adoption and effective utilization of Salesforce, ERP, and SAP functionality within established systems strategy and governance.
Build, maintain, and use Salesforce reports and dashboards to monitor KPIs, workload, sales activity, operational performance, and data quality.
Translate business needs into reporting requirements, workflow improvements, automation opportunities, and recommended system enhancements; support approved enhancements, integrations, testing, training, and change management.
Manage day-to-day collaboration and handoffs between Sales Operations and Sales, Finance, Engineering, Production, Planning, Logistics, Marketing, Service, and other functions; resolve routine issues and drive ownership and follow-through.
Escalate strategic, policy, resource, significant customer, or cross-functional issues to the Director of Sales Operations as appropriate.
Implement approved operational and process improvements and recommend larger process, policy, or organizational changes to the Director of Sales Operations.