Manager, Sales Operations
Position Summary
The Manager, Sales Operations is responsible for leading and evolving the overall onsite service strategy to drive customer engagement, operational excellence, workforce participation, and revenue growth across all onsite fitting programs. This role serves as both a strategic and operational leader, responsible for building scalable processes, developing standard operating procedures (SOPs), enhancing product and fitting knowledge programs, and creating a high-performing customer-focused team culture.
Key Responsibilities And Accountabilities
Develop and execute the strategic vision for onsite service operations and customer engagement initiatives
Build and implement scalable SOPs, operational standards, and best practices for onsite fitting events and customer interactions
Create and maintain standardized onboarding and training programs for onsite service specialists
Develop product knowledge and partner with cross-functional teams to develop a fitting certification program to ensure consistency and execution excellence across the team
Partner with Sales Leadership to improve customer onsite participation, event forecasting, and workforce engagement strategies
Continuously evaluate onsite service models and recommend process improvements to drive operational efficiency and profitability
Partner with Sales, Marketing and Customer Support around initiatives focused on increasing customer adoption, workforce participation, and overall customer satisfaction
Lead, coach, and develop onsite service specialists and field teams
Manage hiring, onboarding, scheduling, training, coaching, counseling, and performance management processes
Assess team performance through formal and informal feedback methods while creating development plans to improve capabilities
Foster a collaborative, accountable, and customer-focused team environment
Provide ongoing field coaching and leadership support during onsite fitting events and customer engagements
Partner closely with Sales, Customer Support, Retail Operations, Product, and Marketing teams to improve customer engagement and execution alignment
Support new customer implementations and large-scale onsite initiatives
Drive a culture focused on exceptional customer experiences, operational consistency, and continuous improvement
Qualifications
Bachelor’s or Associate’s Degree preferred and/or 5+ years of related experience; footwear, retail, field operations, or customer engagement experience preferred
5+ years of leadership or people management experience required
Proven experience building operational processes, training programs, SOPs, and scalable service strategies
Strong leadership, coaching, and talent development capabilities
Proven ability to drive customer engagement, participation, and customer loyalty
Strong operational, analytical, and problem-solving skills
Excellent organizational, communication, and time-management skills
Ability to collaborate and communicate effectively with all levels of the organization
Ability to manage multiple priorities in a fast-paced environment
Schedule flexibility including evenings, weekends, and travel up to 75%
Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
Experience with reporting tools, dashboards, and operational metrics preferred
Successful presentation and problem-solving skills
Maintain sales materials and current product knowledge
Outstanding customer service skills
Accurate and professional written and verbal communication
Strong organizational and planning skills
Driven to meet goals and generate results
Proficient in Microsoft Office software, and ability to use Point of Sales System (POS)
Williness to work a flexible schedule (weekends, night and road-warrior travel)