Team Lead (Market Operations)

About the role

Valpak Clipp helps local businesses grow by connecting them with customers through smart, data-driven marketing solutions. Our teams are entrepreneurial, collaborative, and deeply invested in helping small businesses succeed.

Responsibilities

• Lead, coach, and develop a team of Market Operations Representatives
• Set clear performance expectations and monitor productivity, accuracy, and SLA adherence
• Provide ongoing feedback, coaching, and performance management
• Support onboarding and training to ensure consistency across systems and processes
• Foster a culture of accountability, collaboration, and continuous improvement
• Oversee daily workflows including order entry, CPQ processing, contract amendments, and case management
• Ensure timely and accurate completion of market job cycles, including envelope decking and release to production
• Maintain Salesforce case dashboards and team queues to ensure requests are resolved within SLA
• Act as an escalation point for complex or high-impact operational issues
• Ensure adherence to business rules, production guidelines, and company policies
• Identify process gaps, inefficiencies, and recurring issues within operational workflows
• Partner with leadership to implement scalable solutions and improve standardization
• Drive documentation of processes, best practices, and system usage
• Support and reinforce Salesforce and Sales Technology transformation initiatives
• Leverage data and reporting to recommend and measure process improvements
• Serve as a liaison between Market Operations, Sales, Production, Finance, and other internal teams
• Facilitate communication across departments throughout the sales order lifecycle
• Align on priorities, deadlines, and operational expectations to support revenue goals
• Provide proactive communication regarding risks, delays, or process changes
• Track and analyze key performance metrics such as turnaround time, accuracy, and workload volume
• Provide regular reporting and insights to leadership
• Use data to coach team members and improve overall performance
• Monitor deadlines and ensure markets and sales teams submit orders on time
• Provide operational support to markets as needed, including coverage during staffing gaps
• Aid in training and guidance for sales teams on systems and processes

Qualifications

• Minimum 3-5 years of experience in operations, sales support, or order processing environment
• Prior leadership, supervisory, or team lead experience preferred
• Experience in a deadline-driven, high-volume environment required
• Strong understanding of order management, contract workflows, and production processes
• Proven leadership ability with experience coaching and developing team members
• Ability to prioritize, delegate, and manage multiple workflows simultaneously
• Strong problem-solving and critical thinking skills
• Excellent organizational and communication skills
• High attention to detail and accuracy
• Ability to make independent decisions in a fast-paced environment
• Strong interpersonal and cross-functional collaboration skills
• Technical proficiency in CRM systems, reporting tools, and operational platforms