Head of Sales Operations

The Head of Sales Operations is part of the management team and reports to the Director of Operations. S/ He is responsible for the Sales Operations unit both internal and outsourced operations. Holds a key role in ensuring operational excellence in Customer Service by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.

• Owns and oversees the overall resource and headcount allocation on a functional level.
• Sets, allocates, and monitors budget and costs.
• Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of Sales operations.
• Responsible for managing BPO providers contracts and deliverables.
• Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
• Drives process improvement initiatives within the operation and collaboratively with other areas.
• Drives scalability of Sales Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
• Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy.
• Strives for service innovation by analyzing competitors and being up-to-date with industry trends.
• Ensures correct Sales data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
• Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
• Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
• Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
• Inspires others and nurtures commitment to Kaizen’s vision, values, purpose and direction.

• At least 5 years experience in a relative position in sales operations management using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.
• Solid experience in managing, motivating and developing high-performing individuals and large-scale, diverse teams.
• Superb organizational, communication and interpersonal skills.
• Proven track record of analytical skills combined with effective decision-making capability
• Passionate about Sales, with a data-driven approach and the ability to succeed in a dynamic environment
• Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties.

• Leadership Acumen: Provides coaching and guidance to enhance others’ skill development; Encourages and fosters an open feedback culture; Leads by example & inspires others to stretch beyond what they could do; Nurtures commitment to the organization’s vision, values, purpose and direction.
• Strategic Agility: Takes into account key financial indicators & system-wide implications for better decision-making; Predicts obstacles and challenges for long-term growth to identify mitigating strategies; Shows flexibility at shifting strategic priorities when appropriate.
• Dealing with challenges: Makes timely decisions balancing analysis with decisiveness. Balances different points of view in resolving complex problems on an organizational/functional level; Simplifies problems and manages complexity;
• Stakeholder Management: Builds and executes complex influencing strategies to bring desired results on a functional level; Balances the potentially competing demands of stakeholder groups and ensures that the key organizational/functional priorities are communicated effectively