Manager, Sales Operations

Q-Cells North America - Teaneck, NJ

Full-time - Mid Level

Teaneck, NJ

251-500 employees

Utilities

About the position

The Manager, Sales Operations will lead the Sales Operations department, focusing on enhancing B2B customer service and supporting the business's operational growth. This high-visibility role involves managing a team, overseeing processes, and ensuring customer satisfaction while contributing to the company's scalability.

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
• Opportunities for professional development
• Health insurance
• 401k retirement plan
• Paid time off