Manager, Sales Operations- On Site, Stamford
JOB SUMMARY
Provide operational support to multiple frontline sales channels. Collaborate with sales leaders to ensure understanding and adherence of sales and sales support policies and to address and resolve issues. Ensure adherence to Charter policies and processes, correct utilization of tools and systems, and accurate and complete information is captured and reflected in contracts and sales orders. Recommend changes to policies and establish procedures that affect Sales Operations. Ensure accuracy, speed and volume performance goals are met.
MAJOR DUTIES AND RESPONSIBILITIES
- Actively and consistently support all efforts to simplify and enhance the customer experience, the agent experience and attain revenue goals.
- Serve as primary point of contact and subject matter expert for assigned sales positions/teams. Collaborate with sales leadership to ensure understanding of and compliance with sales policies and procedures. Identify and develop ways to enhance sales support.
- Collaborate with sales and service delivery teams to refine processes.
- Serve as subject matter expert to assist development and implementation of new products, processes and systems. Identify issues and drive resolution.
- Design and manage internal control procedures.
- Review and assess team performance. Develop and implement action plans to improve performance.
- Oversee the development of training material.
- Manage a portfolio of special projects, including data gathering, analysis, planning, presenting to senior department management, implementation, and post-implementation impact assessment. Take into account the impact of decisions on other departments.
- Assist with business plans and strategies.
- Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work independently
Demonstrated judgment, initiative and sense of urgency to accomplish job duties
Ability to prioritize, organize and handle multiple projects and tasks simultaneously, while working calmly, quickly and accurately in a fast-paced environment with multiple, sometimes shifting priorities
Effective interpersonal skills with a can-do attitude, diplomatic approach, confidence and comfort around peers and senior leadership team
Effective written and verbal communication skills
Ability to establish rapport, define expectations and gain commitment to project goals and deliverables
Demonstrated ability to organize, direct and perform high-level supervisoryduties in a manner conducive to full performance and high morale
Effective team player with proven ability to collaborate cross-functionally across organizations, disciplines, and geographies to accomplish business goals while achieving project deliverables against budget and milestones
Demonstrated understanding of community-building by establishing and maintaining productive, mutually-beneficial relationships
Demonstrated ability to anticipate company and department needs; to think strategically, act tactically, and solve problems quickly and independently
Demonstrated effective judgment in making decisions and solving problems
Demonstrated ability to manage multiple initiatives simultaneously and independently, from ideation through development and release
Demonstrated in-depth ability to analyzing data and qualitative information as a foundation to effectively evolve programs
Ability to translate and synthesize data and complex information into compelling narrative
Ability to make decisions and solve problems collaboratively while working under pressure
Ability to think creatively and able to develop out-of-the box solutions
Proficiency with personal computer and software applications, such as Microsoft Word, Excel, PowerPoint, Visio, Project
Knowledge of communication services: cable television, internet, phone and other advanced services
Advanced knowledge of sales tools, CRM platforms and billing systems, and other related software.
Knowledge and understanding of interrelationships and dependencies of sales, sales operations, service delivery, field operations and customer service supporting both coax- and fiber-based services
Knowledge and understanding of legal, regulatory, finance, and audit functions
Knowledge and understanding of sales and marketing strategies
Required Education
Bachelor's degree in computer science, information systems, business administration or related field, or equivalent experience
Required Related Work Experience and Number of Years
Operations experience – 5 years
Sales and CRM platform experience – 5 years
Billing platform experience (Agent OS, CSG) – 3 years
Sales operations tool experience (GIS) – 3 years
SharePoint experience – 1 years
Financial, accounting, and/or data analysis experience – 3 years
Business analysis and requirements writing experience – 2+ years
Sales or relationship-management experience – 3 years
Project management experience – 3 years
Leadership experience – 4 years
Management experience – 2 years
Telecommunications experience - 4 years
Preferred Education
Continuing education; some post-graduate classes
Preferred Related Work Experience and Number of Years
Operations experience – 7 years
Sales or relationship-management experience – 5 years
Project management experience – 5 years
Leadership experience – 5 years
Management experience – 3 years
WORKING CONDITIONS
Office environment
Flexibility to work extended hours
15-20% travel
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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