Manager, Sales Operations NEW

Enfin

Full-time - Manager

Remote

Ambulatory Health Care Services

About the position

The Manager, Sales Operations will play a pivotal role in enhancing B2B customer service by leading the Sales Operations department's projects and initiatives. This position is high-visibility within a fast-growing team, providing an opportunity to support and contribute to the business's operations while building a foundation for rapid scaling. The role involves managing a team of Business Partner Advisors, overseeing processes that increase productivity, and ensuring a positive customer experience. The Manager will also be responsible for monitoring customer feedback, managing partner complaints, and producing compliance reports as needed. This position requires effective communication and collaboration across departments to resolve issues and improve processes, ensuring all operations align with Service Level Agreements (SLAs). Additionally, the Manager will drive automation initiatives and maintain comprehensive documentation to ensure team continuity amidst various risks.

Responsibilities

• Manage a growing team of Business Partner Advisors, including leading new hire training initiatives, performance reviews, and overall team alignment.
• Supervise, build, and maintain processes that increase productivity and remove bottlenecks.
• Proactively address installer escalated inquiries and resolve issues efficiently, ensuring a positive customer experience and high satisfaction levels.
• Monitor and analyze customer feedback to identify areas for improvement, implementing strategies to enhance service quality and exceed customer expectations.
• Oversee the partner complaint management process through intake, triage, escalation, follow-up, reporting, quality assurance, and review.
• Produce compliance reports as needed.
• Communicate change, drive training, share resources, and build relationships that enable partner success by staying tuned-in and driven by customer needs, industry trends, and current events.
• Collaborate cross departmentally to resolve issues and improve processes.
• Oversee that all processes are within Service Level Agreement.
• Maintain knowledge of the organization's products, services, procedures, and policies.
• Conduct quality assurance reviews for Business Partners Advisors communication and recommend operational improvements.
• Drive automation where possible and understand its benefits in scaling a business.
• Ensure the continuity of the team in the face of various risks through documentation and planning.

Requirements

• Bachelor's degree
• 6+ years experience in sales operations, customer service operations, account management, sales, or related role
• Renewable Energy, Lending/Finance, Construction, or related experience preferred
• Demonstrated business acumen with an understanding of how people, process, policy, and technology can drive efficiency and effectiveness.
• Proven ability to deliver on commitments
• Advanced experience with CRM software and Microsoft Office
• Excellent critical thinking, multitasking, and organizational skills
• Exceptional verbal and written communication skills combined with the ability to explain complex concepts in a clear and simple way to management, colleagues, and external partners
• Friendly and welcoming manner with the ability to maintain a calm and polite demeanor amongst competing priorities in a fast-paced environment
• Proficiency in analyzing budgets and preparing financial reports
• Proven ability to identify future business opportunities and mitigate compliance risks

Nice-to-haves

• Experience in the renewable energy sector
• Familiarity with compliance and regulatory requirements in sales operations

Benefits

• Competitive salary range of $103,000 - $165,000 annually
• Opportunities for professional development
• Flexible work environment
• Health and wellness programs
• Comprehensive health insurance coverage
• 401k retirement savings plan