Service to Sales Operations Leader

Role Summary

The Operations Manager – Service to Sales is responsible for leading operations that integrate customer servicing and sales execution, driving both exceptional client experiences and revenue outcomes. This role provides both strategic and day-to-day leadership across multi-channel servicing environments, ensuring the seamless execution of service-to-sales strategies.

Key Responsibilities

• Service to Sales Strategy & Execution
  Lead the execution of service-to-sales strategy across contact center and operational teams
  Translate client interactions into relevant sales opportunities, balancing service excellence with revenue generation
  Drive consistent adoption of sales behaviors and servicing standards across teams
  Ensure alignment between servicing, product, and sales priorities

• Operational Leadership & Service Delivery
  Lead day-to-day operations across service and sales-enabled teams
  Ensure consistent delivery of service levels, quality outcomes, and sales performance
  Manage workload, staffing, and operational execution to meet performance targets
  Maintain operational effectiveness during periods of change and transformation

• Client Experience & Revenue Outcomes
  Deliver relationship-driven client experiences that build trust and deepen engagement
  Drive customer satisfaction while increasing product adoption, retention, and revenue growth
  Ensure strong ownership of client interactions, including issue resolution and service recovery
  Balance sales performance with client-centric outcomes and regulatory expectations

• Performance Management & Continuous Improvement
  Monitor and analyze performance across service, sales, quality, productivity, and risk metrics
  Identify trends and implement improvements to increase both service effectiveness and sales conversion
  Drive continuous improvement in call flows, scripting, and sales enablement tools
  Provide insights and performance reporting to senior leadership

• Risk, Compliance & Controls
  Ensure adherence to all regulatory, risk, and compliance requirements, particularly in sales practices
  Maintain strong controls to ensure ethical, compliant service-to-sales execution
  Partner with Risk and Compliance to mitigate risks related to sales activity

• Financial & Resource Management
  Manage budgets, forecasts, and capacity planning aligned to both service demand and sales goals
  Optimize cost-to-serve while maximizing revenue and client lifetime value
  Align workforce strategy to support evolving service and sales capabilities

• Talent & Leadership
  Lead and develop a multi-layer organization across service and sales-enabled roles
  Build a culture of accountability, coaching, and performance excellence
  Drive capability development in sales skills, client engagement, and advisory conversations
  Establish strong performance management routines tied to both service and sales outcomes

• Cross-Functional Partnership
  Partner with product, marketing, servicing, and sales teams to deliver integrated client experiences
  Support implementation of service-to-sales programs, campaigns, and platform enhancements
  Collaborate across the enterprise to align on priorities, messaging, and execution

Qualifications

• Required Experience in contact center operations, sales, or servicing environments
  Demonstrated leadership experience managing teams with service and/or sales accountability
  Strong understanding of customer engagement, sales processes, and service delivery models
  Experience managing performance metrics across sales, service, and operational KPIs
  Knowledge of regulatory and compliance requirements related to sales practices

Preferred

• Bachelor’s degree or equivalent experience

• Experience in financial services, banking, or card/servicing environments

• Exposure to sales enablement programs, CRM platforms, or digital servicing channels

• Experience driving service-to-sales transformation initiatives