Sales Operations Senior Manager

Cabinetworks Group•Livonia, MI

2d•$135,000 - $165,000

About The Position

The Sales Operations Senior Manager leads day-to-day sales operations support, with responsibility for Salesforce and related sales systems, reporting and analytics, operational workflows, and team leadership. The role directly manages the Account Services Supervisor and the CCAS and Supporting Systems Manager, overseeing customer account administration, telephony, and supporting systems. The manager sets priorities, develops these leaders, aligns resources, and ensures effective execution and continuous improvement across their functions. Working with Sales, IT, Finance, Customer Care, and other stakeholders, the manager resolves system and process issues, strengthens data integrity, guides enhancements, and delivers actionable insights that support consistent sales execution and customer service. Responsibilities span system support and improvement, account services, telephony and supporting systems, reporting and analytics, process improvement, and team leadership.

Requirements

Demonstrated experience leading, coaching, and developing teams.
Ability to align priorities across multiple teams and systems while balancing daily service needs and longer-term improvements.
Experience partnering with technical teams and business stakeholders to prioritize enhancements, resolve escalated issues, and support implementation and adoption.

Nice To Haves

Experience managing supervisors, managers, or specialized functional roles.
Experience overseeing customer account administration, telephony or customer-service systems, or related operational functions.

Responsibilities

Manage daily functional support and continuous improvement of Salesforce and related sales tools.
Partner with IT and system owners to define requirements, prioritize enhancements, and coordinate testing and implementation.
Coordinate issue resolution and communicate business impacts, workarounds, and status to affected stakeholders.
Support system-enabled customer onboarding, integrations, and data controls with process and system owners.
Develop training, job aids, and documentation to improve system adoption and consistency.
Direct and support the Account Services Supervisor in managing customer account creation, updates, changes, and removal.
Set expectations for accurate, timely, consistent, and well-documented account maintenance.
Resolve escalated account issues and clarify requirements with Sales, Finance, Customer Care, and other stakeholders.
Improve account maintenance workflows and controls to strengthen data integrity and reduce rework.
Direct and support the CCAS and Supporting Systems Manager in managing telephony and supporting systems.
Align system priorities and enhancements with operational needs in partnership with Customer Care and IT.
Oversee escalated systems issues and communicate business impacts, workarounds, and resolution status.
Guide planning, testing, implementation, documentation, and adoption of system changes.
Develop and improve dashboards, recurring reports, key performance indicators, and ad hoc analyses.
Analyze sales trends, activity, and operational performance to identify gaps and improvement opportunities.
Promote consistent metric definitions, monitor reporting accuracy, and coordinate data corrections with owners.
Automate reporting where practical and make insights easier to access, interpret, and act on.
Assess workflows across sales support, account services, telephony, and supporting systems to reduce manual effort and improve consistency.
Coordinate cross-functional system and process improvements with business and technical stakeholders.
Document requirements and support testing, rollout, communication, and adoption of approved changes.
Maintain process documentation and incorporate stakeholder feedback into ongoing improvements.
Lead, coach, and develop assigned team members and functional leaders.
Establish priorities, performance expectations, and accountability across assigned functions.
Monitor service responsiveness, work quality, workload capacity, and progress against initiatives.
Resolve competing priorities and align resources across daily support and improvement efforts.
Build team capability through development planning, cross-training, and shared documentation.