Director, Sales Operations

Job Overview

The Director of Sales Operations is responsible for driving meter growth and delivering an exceptional customer experience across residential and commercial segments. This leader converts marketing‑generated leads into active sales, manages the sales pipeline, and oversees projects from initial engagement through completion. The Director champions cross‑functional collaboration, digital transformation, and compliance to ensure seamless project delivery and customer satisfaction.

• Lead Conversion & Sales Execution: convert qualified leads from marketing into active sales opportunities, manage the sales pipeline and ensure timely follow‑up, develop and implement sales strategies to maximize growth and expand market reach, partner with Marketing to inform campaigns, optimize lead generation and refine qualification criteria, oversee project management for sales initiatives ensuring on‑time delivery.
• Customer Experience Management: optimize the customer journey from lead through post‑sale support, ensure seamless transitions and rapid issue resolution, lead initiatives to enhance customer satisfaction and loyalty, focus on expanding service adoption and retention, develop and manage CRM strategies.
• Cross‑Functional
  
  Collaboration:
  
  collaborate with Operations, Engineering, Customer Service, and other departments to ensure successful project delivery and customer satisfaction, build and sustain relationships with key external stakeholders—customers, builders, developers, consultants, and associations.
• Digital Transformation & Analytics: champion adoption of digital platforms and tools to streamline sales operations, improve data‑driven decision‑making, utilize forecasting and analytics to identify profitable new business opportunities and growth areas, direct research and analysis to track industry trends, customer needs, and competitive dynamics.
• Policy, Compliance & Regulatory Engagement: establish and implement business policies and practices that align with internal controls, regulatory requirements and legal standards; maintain strong understanding of regulatory environment, ensure compliance with all relevant policies, standards and laws; provide written and oral testimony to advance growth initiatives and respond to data requests from external stakeholders and regulatory bodies.
• Performance Management & Reporting: define and track key performance indicators (KPIs) such as lead conversion rates, sales cycle times, customer satisfaction scores, and revenue targets; prepare and present regular updates to senior leadership on progress against objectives; track key performance metrics regarding sales conversion.
• Financial Oversight & Vendor Management: lead departmental forecasting and budgeting to keep initiatives on track and within budget; oversee sourcing, procurement and contractual activities for vendors implementing growth programs; ensure all agreements are current, obligations met and budgets maintained.
• Team Leadership & Culture: recruit, mentor and lead a high‑performing Sales and Customer Growth team; establish clear performance goals and foster a culture of accountability, excellence, diversity, equity and inclusion.

• Bachelor’s Degree required;
  Master’s Degree preferred.
• 10+ years of sales experience, with significant experience in the utility sector.
• 7+ years of management experience.
• Proven leadership, strategic planning and problem‑solving skills.
• Demonstrated success in leading Sales and Customer Growth teams, exceeding growth and revenue targets.
• Experience developing business plans and presenting business cases.
• Strong decision‑making agility and ability to redirect resources in dynamic business environments.
• Excellent interpersonal and project management skills; able to manage multiple clients and tight timelines.
• Outstanding communication skills, including negotiation, persuasion and conflict resolution.
• Experience with CRM platforms and sales analytics tools.
• Change management and digital transformation experience.
• Familiarity with utility industry sales cycles and regulatory environments.
• Commitment to fostering diversity, equity and inclusion within…