Director of Sales Operations

Job Purpose

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.

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 to ensure that the sales ops team works cross-functionally in utilizing documented processes, systems, KPI’s, and establishing collaborative planning, and driving change, to increase OTIF, on-time program launches, and drive improvement of bottom-line results, by consistently delivering great end-to-end customer experience across all stages, channels, and touchpoints in the execution of programs.

• Derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude.
• Host weekly working program project health meetings with Sales Ops and Product team and host monthly Sales and Leadership update meeting with the objective of accurate project information, elevate projects off plan, and escape any capacity constraints in the project plans.
• Develop and encourage problem-solving, strategic thinking, and customer-orientation amongst the team of 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 respective departmental work and help them deliver in accordance with the overall Sales Ops strategy.
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience.
• Measure and track identified transformation opportunities for customer experience along with driving 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. Leverage existing and additional relevant technologies with focus on AI tools for reporting and analytics across customer service and other customer facing functions/ channels.

• Cross-functionally create and lead a holistic Sales Ops strategy and play a role in monitoring the execution of those strategies and objectives, ensuring everyone is working to meet these goals and objectives in order to achieve desired business outcomes.
• Network with company stakeholders and business leaders to develop better strategies for customer experience.

• Through leadership and planning skills, identify and prioritize improvement opportunities and closing key performance gaps that can help improve customer experience.
• Identify solutions to enable clear and consistent communications on customer impacting issues across Anagram, as well as identify the metrics and dashboards required for escalation management.

• Lead the change management efforts associated with the overall vision of the customer first strategies within team and support functions.
• Drive long term succession planning and training programs to enable new team members to be onboarded and eliminate single points of failure.