Director, Sales Operations

About the role

The primary purpose of this role is to drive revenue growth through tactical execution of retention programs, driving higher retention across Global Technology Sales (GTS). The role encompasses planning and development activities such as program design and execution, process improvement, and the world‑class execution of existing programs to new areas. The role will lead execution with support from BU partners and sales leaders and will focus on quantitative and qualitative analysis to identify actionable insights, measure progress, and impact (ROI) to make necessary ongoing enhancements.

The role should fulfill all requirements of planned and ad‑hoc activities to meet the needs of specific region(s) in GTS.

Responsible for the management and execution of programs, processes, systems, communications & logistics related to Sales Operations. Take ownership and define, deliver and manage programs on a global basis, in any area of the sales operations business. Support achievement of business objectives and goals and satisfaction of business needs by designing, coordinating, implementing, managing, measuring and monitoring the effectiveness of sales programs.

Partner & collaborate with senior Strategy and Operations colleagues, IT & other business units to capture operational & business requirements, establish and execute on strategies and tactical plans for the definition, development and implementation of cohesive programs. Provide thought leadership on appropriateness of tools and process to deliver program goals. Design and deliver program communications and presentations to all management levels within and beyond Sales.

Manage ongoing interactions with internal stakeholders. Create and manage key success measurement criteria and develop feedback reports and analysis to drive continuous program improvement. Maintain an excellent understanding of sales areas supported, internal/external business management & informational needs. Use subject matter expertise to prepare and maintain project and process workflow documentation. Create, run and maintain tracking and reporting processes and tools to monitor aspects of strategic business operations.

Bachelor’s Degree or higher. 10+ years’ business experience. 7+ years successful project management experience involving implementation of large strategic projects across a complex matrix organization with distributed virtual teams. Ability to lead multiple large projects in parallel, maintaining quality/detail for business analysis, design, and project management for each. Experience supporting content, strategy or product and/or product strategy, analytics platform projects and programs.

Experience with release planning, authoring user stories and acceptance criteria, viable product negotiation, and working with agile development teams with successful results. Demonstrated track record of successful business analysis, design and management of optimized processes, projects and programs in a complex global workforce environment. Leadership skills with the ability and credibility to own and manage complex global cross‑business‑unit programs of work, gain consensus and ensure successful outcomes among large, diverse global groups of constituents, including senior executives.

Thought leadership skills & ability to partner with senior management on program development and to lead and advise team members. Excellent stakeholder management, people skills, negotiation, influencing, collaboration, communication, and presentation skills a must. Excellent business operations, project management, analytical & organizational skills, IT literacy, numeracy, initiative, problem solving, rigor and attention to detail, time management and prioritization skills. Ability to manage, lead and guide less experienced colleagues.

Ability to work independently and as a collaborative team player, with excellent time management & prioritization skills to manage a heavy, diverse workload, multiple non‑routine complex projects, often with competing priorities and tight deadlines, concurrently, maintaining complete control over process…