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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Sales Operations and Process Improvement, with a strong focus on optimizing operational workflows and enhancing sales productivity. Proven ability to analyze data, manage cross-functional teams, and implement effective strategies to streamline support processes.
Highest-signal resume keywords
Sales OperationsProcess ImprovementData AnalysisCross-Functional CollaborationEscalation Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Process Gap IdentificationEscalation Workflow ManagementProgram Effectiveness AnalysisContract NegotiationReporting Strategy Formulation
Soft Skills
LeadershipCommunicationFeedback SynthesisProblem-Solving
Tools & Technologies
Sales Support SystemsAnalytics ToolsCustomer Support Platforms
Certifications & Qualifications
Lean Six Sigma
Industry Keywords
B2BSMBI2BVBG Inside SalesBusiness ExperienceGroup Purchasing OrganizationComplianceFraudLearning & Development
About the role
Key responsibilities & impact- Lead and drive key operational in-sale support initiatives to enhance sales productivity and streamline frontline operations across Business Markets sales teams
- Partner with support centers serving B2B, SMB, I2B, VBG Inside Sales, and Business Experience (BET) teams
- Identify broken processes and policy discrepancies and optimize escalation pathways
- Serve as a feedback loop between Business Markets frontline sales and support infrastructure
- Gather insights from roundtables and cross-functional forums to eliminate seller friction
- Support Group Purchasing Organization (GPO) partners to drive incremental sales, revenue, base churn management, and marketing initiatives
- Standardize and maintain escalation pathways across WCC, PACT, Fraud, BFO, and associated channels
- Oversee GPO analytics, program effectiveness, contract negotiations, and program scope
- Capture and leverage frontline feedback from roundtables, surveys, and field operations
- Collaborate with Get Support, Just Say Yes Form, Click to Call, Click to Chat, Learning & Development, Compliance, Legal, and other sales support teams
- Align sales and support leadership on operational roadmaps, process updates, and system strategies
- Formulate reporting strategies and analysis to track support center efficiency, identify systemic trends, and build business cases for operational changes
- Report directly to the Sr. Director of Business Markets, Operational Acceleration as an individual contributor
Requirements
What you’ll need- Bachelor’s degree or four or more years of work experience
- Six or more years of relevant experience, demonstrated through one or a combination of work and/or military experience, or specialized training
- Experience in Sales Operations, Customer Support Operations, Process Improvement, or Project Management
- Experience identifying operational process gaps, managing escalation workflows, and partnering with cross-functional teams
- Experience working directly with frontline sales teams and dedicated support centers across B2B, SMB, I2B, VBG Inside Sales, and Business Experience (BET) teams
- Experience leading cross-functional alignment across large support ecosystems such as Fraud, Compliance, and L&D is preferred
- Experience hosting frontline roundtables, synthesizing qualitative feedback, and driving change based on seller insights is preferred
- Strong data analysis skills to quantify operational friction and measure support center effectiveness are preferred
- Master’s degree or certifications in Process Improvement, such as Lean Six Sigma, are preferred
Benefits
Comp & perks- Medical, dental, and vision insurance
- Short- and long-term disability insurance
- Basic life insurance
- Supplemental life insurance
- AD&D insurance
- Identity theft protection
- Pet insurance
- Group home & auto insurance
- Matched 401(k) savings plan
- Up to 8 company paid holidays per year
- Up to 6 personal days per year
- Paid parental leave
- Adoption assistance
- Tuition assistance
- Premium pay such as overtime, shift differential, holiday pay, and allowances, depending on the role
- Up to 15 days of vacation per year for newly hired employees, increasing with additional service
- Hybrid work arrangement with working from home and a minimum of three days per week in the office