Director of Sales Operations

Position Summary:
The Director of Sales Operations & Performance is a hands-on sales leader accountable for running day-to-day sales execution engine across selected direct-to-insured (DTI) programs. This role actively participates in outbound prospecting and models high phone and email activity while enforcing scripting discipline, structured follow-up, pipeline integrity, and KPI accountability.
The Director owns pipeline phase definitions, forecasting rigor, and CRM hygiene while serving as the cross-functional “traffic controller” across Underwriting, Claims, Account Management, Program Management, Marketing, and Marketing Automation Engineering (MAE). This leader ensures clean handoffs, reduced cycle times, underwriting-ready submissions, accurate expectation-setting, and continuous funnel optimization to drive premium growth, productivity, and forecast accuracy.
Supervisory Responsibilities:

• Leads and manages Producers, Brokers, SDRs, BDRs, and Sales support personnel assigned to DTI programs.
• Oversee onboarding, script training, call coaching, and ongoing performance management.
• Enforces structured operating cadence, KPI reporting, and pipeline discipline.
• Conducts call reviews, coaching sessions, corrective action plans, and documented performance follow-through.

Essential Tasks:
Sales Execution & Performance Leadership

• Actively prospect and sell alongside the team, modeling high call volume, best-practice discovery, objection handling, and disciplined follow-up.
• Run weekly sales meetings, call blocks, and structured pipeline reviews.
• Set clear activity expectations and accountability to leading indicators (calls, connections, appointments, quotes).
• Own sales scripting and enablement: maintain talk tracks, email templates, script prompts, objection matrices, and call quality standards.
• Conduct monthly, quarterly, and annual performance reviews with defined targets and corrective plans.

Funnel Ownership, KPI Tracking & Forecasting

• Define and enforce pipeline stage definitions and exit criteria within CRM (Salesforce/Zoho).
• Ensure CRM hygiene, accurate stage progression, and timely activity logging.
• Publish KPI dashboards including stage conversion rates, stage velocity/aging, speed-to-lead, follow-up compliance, quote-to-bind ratios, and producer productivity.
• Lead weekly forecasting meetings with commit criteria, risk flags, and variance narratives.
• Improve forecast accuracy through structured review cadence and inspection discipline.
• Partner with MAE to optimize lead routing, scoring logic, automation workflows, and reporting integrity.

Underwriting Partnership & Submission Quality

• Establish recurring underwriting alignment touchpoints by program to review eligibility updates, appetite changes, turnaround times, and escalation paths.
• Own submission quality standards and underwriting-ready criteria.
• Coach team to reduce rework drivers, incomplete submissions, and cycle-time delays.
• Implement and manage quote triage rules (fast-lane vs. refer-to-UW criteria, priority queueing, SLA enforcement).
• Maintain win/loss feedback loops tied to underwriting decisions and pricing outcomes; refine qualification scripts accordingly.

Claims / Service / Account Management Integration

• Create structured feedback loops to capture claim trends, coverage misunderstandings, friction points, and onboarding issues impacting retention.
• Ensure accurate sales-to-service handoffs with clear expectation-setting around coverage, exclusions, endorsements, and claims processes.
• Coordinate rapid support for pre-bind claim-history questions and post-bind onboarding issues through escalation playbooks.
• Partner with Account Management on early-lifecycle retention initiatives and integrate insights into sales messaging.

Marketing & Program Management Collaboration

• Provide regular feedback to Marketing and Program Management on lead quality, conversion drivers, objections, and voice-of-customer insights.
• Collaborate on offer refinement, landing page optimization, messaging improvements, and outbound targeting strategies.
• Support event execution including pre-show prospecting, lead capture standards, and post-show follow-up SLAs.

Operating Cadence &…