Sales Operations Lead

The Sales Operations Lead is a full backfill of an existing, fully-loaded Sales Operations role, now also carrying direct management of the Customer Service Administrator. This role owns the senior half of the Sales Ops book of work — financial and PO processing, contracts and legal documentation, Hub Spot and systems administration, and automation/AI projects — while supervising the Administrator's day-to-day inbound inquiry, intake, and client coordination work.

It is accountable for the full client engagement lifecycle and the judgment calls that get escalated upward, with direct exposure to commercial leadership. This role will also own our Hub Spot roadmap as we significantly expand our usage, with real input into which Hubs, tiers, and integrations we invest in next.

• Directly manage and coach the Customer Service Administrator — set priorities, review work quality, and hold overall accountability for the Sales Ops inbox (process, standards, and quality) while the Administrator executes daily volume.
• Build and maintain the Sales Ops SOP library, lead onboarding/training for new team members, and proactively document and share process knowledge so coverage and handoffs stay seamless

• Own new client account setup and guide clients through service request submission, forms, and workflow steps, including judgment calls not yet delegated to the Administrator.
• Track service requests, project timelines, and order-structure exceptions (e.g., splitting/canceling lines); monitor stalled or incomplete threads and elevate/drive resolution as needed.

• Serve as the escalation point for complex client calls and inquiries, providing clear updates, next steps, and expectations via approved channels (including phone/Teams).
• Support client satisfaction tracking and outreach initiatives, and partner on Data Portal live client training sessions as needed.

• Own day-to-day Hub Spot administration and drive our Hub Spot roadmap as usage scales — pipeline configuration, workflows, custom properties/objects, lead scoring, database health, and reporting/dashboards — and maintain accurate client records across the CRM, portal, and internal tracking systems.
• Support client troubleshooting on portal use and resolve client data access issues, including root-cause/system-level cases escalated from the Administrator
• Review and redline customer legal documents (NDAs, MSAs, MTAs, ARPAs), run initial conflict checks, and administer Contract Safe and DT contract records.
• Process vendor setup forms and service agreements, ensuring documentation is complete, accurate, and properly stored, coordinating with Sales and Finance as needed.

• Own PO review (including monthly end-of-month close-out), purchase orders, and blanket/parent BPOs for key accounts.
• Handle prepayments, invoicing, net terms, and credit line decisions; support Finance on Financial Hold items and own overall Sales Financials management for the function.

• Own AI inbox management/automation tuning (e.g., Watchdog-style tooling) and drive Sales Ops-side implementation of AI-driven intake processes, partnering with Software/Engineering to test and validate.
• Own ongoing automation projects (e.g., N8N, Slack notifications), scope new opportunities, and contribute to AI feature brainstorming for the Sales Inbox.
• Identify recurring patterns and drive process improvements (routing rules, templates, checklists), and build/maintain client-facing resources (FAQs, training materials, chatbot content).

• Partner with Sales, Technical Operations, Finance, Legal (OMM), and Marketing to support clean handoffs, onboarding, and retention initiatives, and lead cross-functional process improvement projects (e.g., onboarding redesign) with Finance and Operations leadership.

• Bachelor's degree or equivalent applicable experience, plus 3+ years in sales operations, customer success/service, or business operations combining client coordination with financial or contract administration; prior experience leading or mentoring a teammate strongly preferred.
• Hands-on Hub Spot experience across Sales Hub, Marketing Hub, or Operations Hub is required — you've built and scaled workflows, custom properties/objects, deal and pipeline automation, lead scoring, and custom…