Director, Inbound Sales Programs & Operations

Director, Inbound Sales Programs & Operations

Position Summary:

The Manager, Inbound Sales Programs & Operations is responsible for driving the strategy, execution, optimization, and performance of key inbound sales programs that support ADP's Digital Sales organization.

This role serves as a critical business partner across Sales, Marketing, Product, Technology, Automation, and Analytics teams to improve lead management, optimize customer engagement channels, enhance seller productivity, and drive measurable business results.

The ideal candidate is highly analytical, operationally focused, and capable of leading cross-functional initiatives from concept through execution. This individual will leverage data, technology, and stakeholder partnerships to continuously improve inbound sales performance while helping shape the future of ADP's digital engagement experience.

Key Responsibilities:

Lead Routing Program Management

• Own the ongoing optimization of lead routing strategies, business rules, and operational processes across the inbound sales ecosystem.
• Partner with Global Product, Technology, Automation, and Sales Leadership teams to maintain and enhance routing effectiveness.
• Develop best practices and governance processes to ensure leads are distributed efficiently and aligned with business priorities.
• Analyze routing performance and identify opportunities to improve speed-to-lead, lead conversion, seller productivity, and revenue generation.
• Leverage routing strategy as a key driver of inbound sales growth and operational excellence.

Chat Program Strategy & Execution

Program Ownership

• Serve as the business owner for inbound chat programs and associated performance metrics.
• Drive ongoing optimization of chat-driven lead generation, engagement, and opportunity creation.

Business Insights & Analytics

• Analyze Tableau dashboards and other reporting tools to identify trends, opportunities, and performance gaps.
• Translate findings into actionable recommendations that improve customer engagement and sales conversion.
• Develop KPI tracking and reporting to measure program effectiveness and business impact.
• Synthesize complex data, trends, and business performance metrics into clear executive-level insights and recommendations.
• Tell the story behind the data by transforming analysis into concise, actionable narratives for leadership audiences.

User Support & Issue Management

• Partner cross-functionally to identify, prioritize, and resolve program issues.
• Create scalable processes that improve responsiveness, operational efficiency, and user experience.

Roadmap Development & Innovation

• Define and manage a strategic roadmap focused on:
• Website engagement and prospect experience
• Human-assisted chat experiences
• AI-enabled customer interactions
• Seller experience and productivity
• Conversion rate optimization
• Ensure alignment between AI-powered engagement capabilities and human sales interactions.

Testing & Optimization

• Design, execute, and evaluate experiments to improve inbound sales performance.
• Conduct A/B testing and pilot programs to optimize conversion, engagement, and lead handling effectiveness.
• Measure results and provide recommendations for scaling successful initiatives.

Sales Enablement

• Develop and deliver training and best practices that help sales teams maximize the effectiveness of chat-generated opportunities.
• Support adoption of new processes, tools, and program enhancements.

ASM Program Support

• Manage ASM recognition programs, performance tracking, and reporting.
• Provide ongoing analysis and recommendations to improve program effectiveness.
• Ensure program alignment with organizational goals and performance objectives.
• Support future program enhancements and operational improvements.

Reporting, Analytics & Business Insights

• Develop and maintain reporting, dashboards, and performance scorecards.
• Serve as backup support for critical reporting functions, ensuring operational continuity.
• Perform analysis utilizing Tableau, Excel, CRM platforms, and other business intelligence tools.
• Fulfill ad hoc analysis requests and deliver actionable business recommendations.
• Support leadership reviews, forecasting discussions, and performance evaluations.
• Prepare executive-ready presentations, business reviews, and strategic recommendations for senior leadership.
• Present business cases, strategic recommendations, and program performance updates to leadership teams and key stakeholders.
• Utilize a structured, consulting-style approach to problem solving by identifying root causes, evaluating alternatives, and recommending solutions that drive measurable business impact.

KPI Ownership & Performance Management

• Own and monitor key inbound sales performance metrics, including:
• Lead conversion rates
• Speed-to-lead
• Chat engagement performance
• Opportunity creation rates
• Routing effectiveness
• Seller productivity
• Revenue contribution
• Establish measurement frameworks that drive accountability and continuous improvement.
• Identify performance trends and implement recommendations that positively…