Sales Operations Manager, Wholesale

At Pair Eyewear, we believe in placing our people at the center of everything we do. We are dedicated to fostering a joyful and dynamic workplace, providing our employees with an environment where they can thrive and make a meaningful impact.

Pair Eyewear is scaling its Wholesale channel and needs a Sales Operations Manager to own the systems, data, processes, and infrastructure that enable our Wholesale team to execute strategy and serve accounts efficiently.

This is a strategic operations role focused on removing friction across order-to-cash workflows, managing the wholesale data ecosystem, and driving adoption of operational standards across the sales team. You report directly to the Director, Customer and Sales Operations and partner closely with the Wholesale President and Sales Directors. You are building the operating system that allows a high-performing sales team to focus on selling.

What You'll Do:

• Own the implementation, administration, and governance of our Sales CRM ecosystem for wholesale, defining data standards, field mappings, and governance rules to ensure accurate account ownership, pipeline visibility, and forecasting.

• Lead the platform roadmap, including evaluating integrations, managing vendor relationships, and ensuring our CRM, order-to-cash, and reporting platforms work together seamlessly.

• Establish and maintain product data, account hierarchy, classification frameworks, and door-level identifiers that power wholesale operations and reporting.

• Define account segmentation and AE-to-account routing logic, including clear rules for resolving ownership conflicts.

• Own and continuously improve the wholesale order journey from receipt through delivery, optimizing order intake (rep submission, email, phone, B2B platform) and driving adoption of automated processes.

• Establish operational processes for returns, credits, and claims in partnership with Finance, and monitor key cycle metrics (order-to-ship, ship-to-delivery) against SLAs.

• Partner with Fulfillment, Supply Chain, and 3PL partners on inventory visibility, operational planning, and peak-season readiness.

• Administer territory changes day to day—assignments, account moves, and splits—as doors open, close, and change hands.

• Manage the wholesale sample program end-to-end—seasonal product refreshes, allocation, inventory tracking, recovery—and use sell-through data to inform allocation and measure program impact.

• Partner with Finance to administer quotas and ensure AEs have clear visibility into goals and performance.

• Design and improve how CX supports wholesale, creating a high-touch experience for key accounts while enabling scalable, self-service support for Indie accounts.

• Build account-facing intake mechanisms and routing processes, ensuring CX has context and tools to resolve requests efficiently and reduce AE involvement in service work.

• Monitor service-level metrics—SLA adherence, first-contact resolution, escalations—to identify opportunities to improve the account experience.

• Own the reporting strategy for wholesale, creating a single source of truth: AE-facing dashboards (pipeline, forecast, account health, productivity) and leadership reporting (channel health, door growth, efficiency, forecast accuracy).

• Lead the migration of wholesale reporting from Net Suite to Looker and establish a roadmap for scalable, self-service reporting.

• Partner with Sales and Finance on forecasting and pipeline management, translating data into actionable insights.

Who You Are:

• An operations builder who creates structure where playbooks don't yet exist—comfortable…