Sales Operations Manager

Sony•San Diego, CA

2d•$76,375 - $101,834•Hybrid

About The Position

The Sales Operations Manager leads Sony employees and offshore support resources responsible for delivering an efficient, accurate, and well-controlled order-to-cash process. As a people leader, this role manages team performance, workflow, and service delivery while also maintaining direct ownership of key areas within Sales Operations. The manager ensures that order fulfillment activities are completed in accordance with established policies and procedures and support financial goals and customer requirements. This includes maintaining accurate master data, enabling timely shipment and invoicing, minimizing DSO impact, and providing high-quality service to internal and external customers. The role also establishes and monitors KPIs and leads process improvements, with a particular focus on automation, operational efficiency, and offshore operations.

Requirements

7 years of related experience in sales operations, order management, order-to-cash, customer service, supply chain, accounts receivable, or a related operational function.
Bachelor’s degree in Business, Finance, Accounting, Supply Chain, or a related field, or an equivalent combination of education and relevant work experience.
Experience leading employees and offshore support resources, including workload planning, training, coaching, performance management, and issue escalation.
Strong understanding of the order-to-cash lifecycle, customer order fulfillment, billing, credit and accounts receivable processes, and related policies and controls.
Experience using ERP, EDI, and other order-management or workflow systems, with the ability to troubleshoot transaction issues and maintain accurate data.
Demonstrated ability to manage competing priorities, analyze operational issues, and lead cross-functional resolution with internal and external stakeholders.
Strong written and verbal communication, customer service, organization, and problem-solving skills.

Nice To Haves

Prior people-management experience in a sales operations, order management, customer support, or shared-services environment.
Experience with SAP Sales and Distribution, ExpressNet, Process Runner, EDI/IDOC transactions, PowerApps, or similar tools.
Experience leading process improvements, automation initiatives, system implementations, or operational projects that improve service, quality, or cost.
Experience managing outsourced or offshore service providers and working across geographically dispersed teams.
Advanced proficiency in Microsoft Excel and experience developing KPIs, reports, Standard Operating Procedures, process flows, and training materials.

Responsibilities

Lead Sony employees and offshore support resources responsible for the efficient and accurate processing of sales orders for SNA business partners from purchase order through billing, including blocked-order review, release, and payment processing.
Maintain positive customer relationships by responding to inquiries and providing order status, product availability, pricing, tracking information, and proof of delivery.
Partner with Sales, Marketing, CCS, Credit & A/R, Logistics, and other teams to resolve order issues, disputes, claims, and customer escalations.
Ensure automated transactions in ExpressNet, Process Runner, and EDI are completed accurately, including resolution of IDOC and other system errors.
Maintain accurate customer master data, reconcile credit card transactions, and ensure order-to-cash activities comply with established policies and controls.
Manage, assign, and prioritize the day-to-day workload of the O&O Analysts and Offshore team to meet service levels, deadlines, quality standards, and business priorities.
Provide direct supervision, onboarding, training, coaching, and development; set clear expectations and monitor performance against goals and KPIs.
Manage employee performance through ongoing feedback, performance reviews, recognition and rewards, and corrective or disciplinary action, as appropriate and in partnership with People & Culture.
Participate in workforce planning, recruiting, interviewing, selection, and onboarding of new team members in partnership with People & Culture and Talent Acquisition.
Serve as the primary escalation point for complex or high-priority customer, order, system, and workflow issues, coordinating cross-functional resolution and stakeholder communication.
Identify and lead process improvements, automation projects, cost saving initiatives, and other complex efforts that improve operational efficiency and service delivery.
Develop and maintain Standard Operating Procedures, process flows, training materials, and job aids to support consistent execution and knowledge transfer.