Director of Sales Operations

About the Role

Sales Operations is about considering our customers’ perspective in everything Anagram does and the business decisions it makes, with the objective of linking Anagram Sales teams to internal Anagram Operations execution ensuring flawless delivery to timelines, commitments, and highest customer experience. As part of the Anagram Leadership Team, the Director of Sales Operations is responsible for ensuring the sales ops team works cross-functionally utilizing documented processes, systems, KPIs, and establishing collaborative planning to drive change, increase OTIF, on-time program launches, and improve bottom-line results by consistently delivering a great end-to-end customer experience across all stages, channels, and touchpoints.

Responsibilities

• Derive meaningful insights for improvements and guide teams to ensure a customer-centric attitude.
• Host weekly working program project health meetings with Sales Ops and Product teams and monthly Sales and Leadership update meetings to ensure accurate project information, escalate off-plan projects, and address capacity constraints.
• Develop and encourage problem-solving, strategic thinking, and customer-orientation among Sales Ops Managers and Customer Service team members.
• Consult with heads of other teams such as sales, marketing, product innovation, finance, and IT to ensure customer-centricity in their work and align with the overall Sales Ops strategy.
• Advocate for changes in other departments’ ways of working and collaborate cross-functionally to implement improvements for overall customer experience.
• Measure and track identified transformation opportunities for customer experience while driving a continuous process improvement culture across Sales Ops.
• Proactively advocate for solutions and manage the customer escalation process.
• Create and implement an analytics strategy for best-in-class service delivery, leveraging existing and additional technologies, including AI tools for reporting and analytics across customer service and other customer-facing functions.
• Cross-functionally create and lead a holistic Sales Ops strategy, monitor its execution, and ensure alignment with business goals.
• Network with company stakeholders and business leaders to develop better strategies for customer experience.
• Identify and prioritize improvement opportunities and close key performance gaps to enhance customer experience through leadership and planning.
• Identify solutions for clear and consistent communications on customer-impacting issues and define metrics and dashboards for escalation management.
• Lead change management efforts associated with customer-first strategies within the team and support functions.
• Drive long-term succession planning and training programs to onboard new team members and eliminate single points of failure.
• Direct various customer support functions, including:
  • Sales Operations team: management of programs specific to sales accounts, suffix management, inventory, delivery.
  • Project launch timelines and capacity management.
  • Customer Service/Sales Order Management, providing leadership alongside the Sr. Manager of Customer Service.
  • Channel Management for Distributors and Mass/Specialty/Value Retail (Direct accounts).
• Identify and develop Sales Ops KPIs that drive business outcomes and evolve the company’s analytics practice, including:
  • OTIF (On-Time In-Full).
  • Project launches on-time.
  • Order processing/confirmations.
  • Customer complaint log and QAI turnaround.

Requirements

• BS/BA in a business-related field; MBA preferred.
• 7-10+ years of successful customer-facing management experience, with an understanding of order and demand generation and broader supply chain planning.
• Ability to perform in-depth data analysis, present insights clearly, listen well, seek input from others, and effectively communicate and sell ideas at all levels.
• Proven collaboration skills to partner with internal sales account managers, customers, production planning, operations, and finance teams.
• Analytic skills must include the ability to see the big picture and demonstrate strong business intuition.
• Strong work ethic, willingness to take initiative, and a commitment to continually improving processes and tools.

Schedule

8 am to 5 pm, Monday through Friday. Hybrid: 4 days in office, with a Friday remote option—subject to change based on business needs. Additional hours may be required as needed.

Pay

$130,000.00 - $140,000.00 per year.

Benefits

• 401(k) and 401(k) matching.
• Dental insurance.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Vision insurance.

Work Location: Hybrid remote in Eden Prairie, MN 55344.