Director, Sales Operations

Sitel Miami , FL 33196

Posted 2 months ago

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Director, Sales Operations

Req ID#: 127249

Miami, FL, US, 33131 Pompano Beach, FL, US, 33069

Director, Sales Operations


The Director of Sales Operations will work closely with Marketing, Finance, and Americas Sales and Account Management leadership to develop, analyze and optimize processes, systems, infrastructure, and go-to-market strategies that boosts sales productivity and efficiency, enabling Sitel to accelerate revenue & growth.

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry's digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 80,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 27 countries.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers - one experience at a time.


  • Support all aspects of planning, reporting, forecasting quota and management, sales process optimization, sales development, account planning, and, working with Finance, sales compensation administration

  • Influencing set up and data analysis in CRM and other technologies to scale ahead of the business' needs; ensuring that the strategy considers the full sales and marketing funnel from awareness through conversion

  • Helping align on key stages and attribution from a Marketing Qualified Lead to Sales Qualified

  • Developing and implementing policies and procedures to ensure data integrity and cleanliness of the CRM with Marketing, Finance, Sales, Product and Operations teams

  • Developing key performance metrics and dashboards that help the Sales, Account Management and Marketing teams to focus on performance drivers

  • Facilitating and auditing deal review and approval procedures and policy compliance

  • Managing the evaluation and interpretation of pipeline data; identifying trends that signal new opportunities or challenges and dangers; converting data trends into actionable sales processes and tactics

  • Drive operational processes to disseminate information to business stakeholders

  • Partner with Sales and Marketing to develop enablement plans tailored to goals and objectives.

  • Provide executive leadership and day to day management of sales operations, supporting sales enablement and sales leadership meetings and communication.

  • Liaison with all revenue generating functions to drive global Go-to-Market (GTM) strategy and support campaigns

  • Monitor and coach the sales team on adhering to the operating rhythm and processes

  • Foster an organization of continuous productivity improvement in partnership with senior Sales and Marketing leadership to identify opportunities to simplify and enhance the sales process through optimization and automation where appropriate

  • Ensure the governance of Sales and Account Management processes adoption & compliance

  • Enable sales governance calls, such as pipeline reviews & lessons learned

  • Train new Sales and Account Management members on Sitel tools and methodologies

  • Regular reporting of Sales, Marketing and Account Management progress and metrics

  • Govern and enhance presales collaboration process to ensure adherence, optimization and effectiveness

  • Drive and support Big Deal / Must Win teams during sales process and / or campaign sprints


The Director of Sales Operations will ideally have a strong blend of the following qualifications and attributes:

  • 7-10 years of experience working in sales, finance, business or marketing operations, or business management

  • Extensive first-hand experience with progressive sales CRM (Salesforce) and automation systems and demonstrated ability to improve sales and marketing productivity

  • Strong voice and ability to challenge sales projections to ensure pipeline integrity, precision on deal flow, and financial modeling accuracy

  • Demonstrate ability to define, refine and implement sales processes, procedures and policies

  • Proven proficiency in identifying, diagnosing, and resolving problems of all levels of complexity, prioritizing critical pipeline issues and identifying needs

  • Ability to conduct sophisticated and creative analysis of complex data, and translate the results into actionable deliverables, messages, and presentations

  • Strong interpersonal and team building skills; ability to work with a diverse team and influence/drive change across functional and business boundaries

  • Strong technical, research, problem-solving and collaboration skills

  • Ability to develop presentations for executive management and board

  • Experience in BI tools and CRM systems and Microsoft Office Suite

  • Successful track record of working effectively at all levels within the organization

  • Influential negotiation skills are necessary

  • Salesforce knowledge required, HubSpot and other Sales tools a plus

  • Bachelor's degree in business, sales/marketing, or related discipline preferred

Director, Sales Operations

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Director, Sales Operations