Senior Manager, Sales Operations & Support – Residential Sales

Job Description

At Sparklight/Cableone and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Senior Manager, Sales Operations & Support is responsible for leading the operational strategy, systems, processes, and support functions that enable a high-performing Residential Sales organization. This leader oversees the infrastructure that supports Door-to-Door, MDU, Retail, and other residential sales channels by ensuring operational excellence, commission accuracy, sales reporting, process optimization, and cross-functional execution. The ideal candidate is a strategic operations leader with strong analytical capabilities, exceptional attention to detail, and a passion for improving the sales experience through scalable processes and technology.

This role partners closely with Sales, Finance, Marketing, HR, Customer Operations, Billing, IT, and Business Intelligence to drive efficiency, improve sales productivity, and ensure an exceptional customer experience.

• Sales Operations Leadership:
  Develop and execute the operational strategy supporting Residential Sales across multiple sales channels. Lead the Sales Operations & Support team responsible for sales administration, reporting, order support, sales enablement, and operational execution. Establish standardized operational processes that improve efficiency, scalability, and consistency. Identify process improvement opportunities and implement solutions that reduce manual effort and improve sales productivity. Serve as the operational liaison between Residential Sales and internal business partners.
• Sales Support & Process Excellence:
  Oversee end-to-end sales support processes including order management, sales tools, inventory coordination, field support, and issue resolution. Ensure operational readiness for new product launches, promotions, compensation plans, and system enhancements. Develop and maintain policies, procedures, and documentation supporting Residential Sales operations. Drive continuous improvement initiatives using data, automation, and technology.
• Sales Compensation & Commission Administration:
  Own the governance, administration, and accuracy of monthly and quarterly Residential Sales commission calculations. Partner with Finance, Payroll, HR, and Sales Leadership to ensure commission plans are accurately implemented and consistently administered. Validate commission data, investigate discrepancies, and resolve payment issues in a timely manner. Maintain commission controls, audit processes, and documentation to ensure compliance with company policies. Produce recurring commission reporting and executive summaries highlighting trends, adjustments, and payout accuracy.
  
  Recommend enhancements to commission processes that improve transparency, efficiency, and scalability.
• Reporting & Analytics:
  Develop executive dashboards and KPIs measuring sales performance, productivity, conversion, operational health, and commission accuracy. Analyze trends to identify opportunities for growth, cost reduction, and operational improvements. Deliver actionable insights that support business decisions and strategic planning. Partner with Business Intelligence teams to improve reporting automation and data integrity.
• Cross-Functional Partnership:
  Collaborate with Marketing on campaign execution and sales readiness. Partner with Customer Operations and Billing to improve order quality and customer onboarding. Work closely with IT and Product teams to enhance sales systems and digital tools. Support Finance with forecasting, budgeting, and operational planning. Lead cross-functional projects impacting Residential Sales operations.
• Leadership:
  Recruit, coach, and develop a high-performing Sales Operations team. Establish performance goals, KPIs, and accountability measures. Foster a culture of continuous improvement, collaboration, and customer focus. Lead change management initiatives supporting organizational growth and transformation.

• Mandatory:
  Bachelor's degree in Business, Finance, Operations, Marketing, or related field (or equivalent experience). 7+ years of progressive experience in Sales Operations, Business Operations, Revenue Operations, or Sales Support. 3+ years of leadership experience managing professional teams. Experience supporting residential sales organizations within telecommunications, broadband, cable, wireless, or other subscription-based industries. Demonstrated experience managing sales compensation programs and commission administration. Strong analytical and financial acumen with advanced Excel and reporting skills.
  
  Experience working with CRM, sales enablement, commission, and reporting platforms. Exceptional project management and organizational…