Revenue Operations Lead

The Revenue Operations Lead owns the design, governance, documentation, and continuous improvement of the company's revenue-generating processes. This role serves as the functional owner of commercial workflows spanning lead management, quoting, order management, customer issue resolution, CRM, Zoho Desk, and SAP Business One. While not a formal people manager, the Revenue Operations Lead establishes operational standards, trains the team, audits compliance, and drives process consistency across Revenue Operations.

The Revenue Operations Lead owns the design, governance, documentation, and continuous improvement of the company's revenue-generating processes. This role serves as the functional owner of commercial workflows spanning lead management, quoting, order management, customer issue resolution, CRM, Zoho Desk, and SAP Business One. While not a formal people manager, the Revenue Operations Lead establishes operational standards, trains the team, audits compliance, and drives process consistency across Revenue Operations.

• Design, document, implement, and continuously improve end-to-end revenue processes.
• Own standard operating procedures (SOPs) for lead management, quoting, order entry, returns, complaints, customer onboarding, and commercial workflows.
• Serve as the business owner for Zoho CRM, Zoho Desk, and SAP Business One commercial processes.
• Develop governance standards for CRM data quality, ticket management, pricing workflows, and order execution.
• Audit adherence to established processes and identify coaching or process improvement opportunities.
• Train Revenue Operations team members on new and existing procedures.
• Partner with Sales, Marketing, Technical Support, Production, and Finance to remove process bottlenecks.
• Lead commercial process improvement initiatives and identify automation and AI opportunities.
• Support complex customer escalations where process expertise is required.
• Maintain process documentation, workflow diagrams, training materials, and knowledge base content.
• Recommend KPIs and operational metrics that measure process health and execution quality.

• Owns commercial process standards and documentation.
• Recommends system configuration and workflow improvements.
• Audits compliance with approved processes.
• Escalates recurring process or compliance issues to the Commercial Director.

• Bachelor's degree in Business or related discipline preferred.
• 5+ years supporting commercial operations, sales operations, customer operations, or process improvement.
• Advanced proficiency in SAP Business One required or strongly preferred.
• Strong working knowledge of Zoho CRM and Zoho Desk administration.
• Demonstrated experience documenting business processes and leading continuous improvement initiatives.
• Excellent analytical, communication, and cross-functional collaboration skills.

• Process adoption and compliance
• Order and quote process efficiency
• CRM and master data quality
• Reduction in process errors and rework
• Continuous improvement initiatives implemented
• Internal stakeholder satisfaction