Head of Service Line - Sales-as-a-Service

Job Responsibilities

• Serve as Foundever's primary subject matter expert in outsourced sales operations — B2C and B2B inside sales, outbound prospecting and SDR programs, inbound qualification, upsell and cross-sell, retention and save programs, and appointment setting.
• Stay current on sales technology evolution: AI-assisted agent support, real-time conversation intelligence platforms, predictive dialing, AI-powered lead scoring and intent-data platforms, CRM integration, and agentic outbound tools.
• Track the shift from FTE-based to outcome-based pricing in sales BPO — including revenue-share, cost-per-qualified-lead, cost-per-appointment, and cost-per-close models — and develop Foundever's pricing framework options accordingly.
• Maintain regulatory requirements relevant to outbound sales: TCPA, FCC Click-to-Cancel rule, state telemarketing registration requirements, Do Not Call compliance, and financial services sales suitability standards (FINRA, FCA Product Governance for regulated sales).
• Track competitor sales BPO positioning across major full-service outsourcers and specialist sales providers — understanding their vertical focus, pricing models, technology differentiation, and proof point library.

Practice Development & Service Design

• Build Foundever's Sales Practice service catalogue: outbound prospecting and SDR programs, inbound sales qualification, upsell and cross-sell programs, retention and churn recovery, appointment setting, and full-cycle B2B sales support.
• Design the AI-augmented sales operating model — integrating real-time conversation intelligence, AI-powered objection handling, predictive next-best action guidance, and AI-assisted coaching into the Foundever delivery model.
• Define the compliance framework for regulated sales verticals — particularly financial services, insurance, and healthcare — including suitability standards, disclosure requirements, call recording obligations, and QA scoring that weights compliance performance.
• Build the outcome-based pricing toolkit — defining the commercial structures, risk-sharing frameworks, and success measurement models that allow Foundever to compete on revenue outcomes, not just seat cost.

Go-to-Market & Commercial Enablement

• Build and own the practice GTM toolkit: vertical messaging, solution briefs, competitive battle cards, RFP/proposal content, pricing frameworks, and reference architecture decks — all ready to deploy by Sales and Account Management.
• Enable Foundever's Sales and AM teams to identify, qualify, and position Sales Practice opportunities within their accounts; deliver regular enablement sessions and maintain updated training content for the field.
• Drive upsell and cross-sell into the existing Foundever account base by identifying clients with latent demand in the practice area and developing targeted expansion plays.
• Participate actively in client meetings, executive briefings, and new logo pursuit conversations — serving as the credible subject matter voice that builds buyer confidence in Foundever's domain expertise.

Service Design & Delivery Standards

• Codify Foundever's delivery capability in the practice area into structured, repeatable service offerings — with documented workflows, SLA frameworks, agent competency profiles, and QA rubrics.
• Partner with Delivery leadership to design and maintain practice-specific operating standards that meet the compliance and quality expectations of regulated or high-scrutiny buyers.
• Develop and maintain the practice talent model: skill profiles, hiring criteria, training curriculum, certification paths, and productivity benchmarks for onshore and offshore teams.
• Drive continuous improvement — tracking performance data across active client programs, identifying workflow gaps, and implementing changes that measurably improve client outcomes.
• Create reusable case study documentation following client program delivery — translating operational results into external proof points ready for analyst submissions, RFPs, and sales collateral.

Analyst Engagement & Thought Leadership

• Lead Foundever's analyst engagement for the practice area — preparing and submitting briefings to leading industry analyst firms; manage the cadence and quality of submissions to build recognition over time.
• Develop and publish thought leadership content: white papers, regulatory briefings, webinar presentations, and byline articles that establish Foundever's credibility externally in the practice domain.
• Represent Foundever at relevant industry events, vertical conferences, and compliance forums — building the external profile and network that generates both credibility and commercial opportunity.
• Maintain active intelligence on the competitive landscape — tracking competitor service models, technology investments, pricing dynamics, and analyst assessments relevant to the practice.

Team & Culture

• Recruit, develop, and retain a small team of practice specialists and SMEs as the service line scales; build a culture of domain expertise, continuous learning, and delivery excellence.
• Mentor delivery leaders and junior team members on practice standards, regulatory expectations, workflow design, and professional development within the domain.
• Champion Foundever's commitment to compliance, quality, and ethical service delivery — particularly in regulated or sensitive service environments.

Skills & Qualifications

• 10+ years of experience in outsourced sales operations, inside sales leadership, or sales BPO — with direct responsibility for revenue performance, conversion metrics, and team productivity.
• Deep working knowledge of sales technology platforms: CRM, conversation intelligence, predictive dialers, AI-assisted selling tools, intent-data platforms, and outbound automation platforms.
• Demonstrated ability to build and GTM-enable a sales service practice — creating solution briefs, vertical playbooks, pricing frameworks, and RFP content — ideally in a BPO or managed services context.
• Familiarity with regulated sales environments — financial services, insurance, telecom — and the compliance requirements that govern outbound and inbound sales in those verticals.
• Strong commercial instincts and credibility with sales and revenue operations buyers: VP Sales, CRO, VP Customer Success, Head of Inside Sales.
• Excellent written and verbal communication skills; ability to synthesize complex operational and commercial topics into clear executive narratives.
• Experience in customer experience (CX), BPO, digital services, or multi-country matrix organizations.
• Track record of successful analyst engagement with leading industry analyst firms and published thought leadership.
• Vertical depth in one or more of: travel & hospitality, telecommunications, financial services, retail, SaaS.
• Experience designing and deploying outcome-based commercial structures (revenue share, cost-per-qualified-lead, cost-per-close).
• Familiarity with responsible AI practices and the integration of GenAI and agentic tools into sales workflows.

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.