Program Manager- Sales Operations

Location: Wallace Heights

Please reference the schedule and minimum qualifications listed below before applying.

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Job Summary The Sales Operations Program Manager supports the development, execution, and evaluation of sales programs and incentive strategies across the Member Service organization. MACU incentive programs are intended to reinforce desired behaviors of rewarding team members for acting in the best interest of the member and drive performance in accomplishing organizational objectives. This role combines data analysis, program management, and cross-functional collaboration to ensure sales initiatives are aligned with organizational goals and deliver measurable impact.

This role partners closely with other members of the Sales Operations team and Member Service leadership to monitor performance, identify trends, and recommend enhancements to drive sales effectiveness and employee engagement. This position is critical in supporting the Vision and Mission of the Credit Union and helps to drive engagement through recognition.

Job Description LOCATIONMountain America Center
9800 S Monroe StSandy, UT 84070

SCHEDULE Full time;
This role can be hybrid with some in office requirements, depending on business need.

To be effective, an individual must be able to perform each job duty successfully.

Design & Implementation Develop and manage incentive programs that promote ethical sales practices and member-first behaviors. Defines and delivers all stages of sales campaigns, including determining program types, frequency of recognition, reward options, and eligibility criteria.

Partners with other members of Sales Operations, Member Service, Organizational Communications, and Marketing to create and execute the campaign or sales recognition programs.

Manages incentive plan program and processes for all front-line Member Service employees.

Works with the Sales Operations Analyst to evolve key performance metrics and provide actionable new insights to improve sales incentive programs and campaigns.

Oversees day-to-day sales incentive processes including but not limited to compliance, problem resolution and program enhancements.

Determines incentive plan assignments and abides by compliance rules and regulations.

Ensure all incentive plans are documented and approved prior to implementation. Align plans with long-term member outcomes and include risk controls to prevent misaligned behaviors or unintended consequences.

Develops and maintains internal IS/IT relationships and outside vendor relationships in relation to incentive plan programming and CRM program management.

Manages selection, purchasing and fulfillment of sales employee recognition program.

Training Provides comprehensive training requirements and works with TMD on ethical sales practices, compliance expectations, and member experience standards to all Member Service team members participating in incentive-based compensation programs.

Partner with Sales Enablement to align the AAA sales playbook plays with the desired behaviors and outcomes of the incentive campaigns for team member development.

Collaborate closely with the Sales Enablement team to ensure that all sales playbook strategies reinforce the principles of ethical sales practices, compliance expectations, and member experience standards.

Monitoring & Oversight Governs member-facing-employee concerns and product/service questions related to sales and incentive rules. Handles all problem resolution for determining Sales and Incentive credit

Monitors performance trends for anomalies or outliers, review incentive results for possible misconduct or sales pressure, and escalate suspected misconduct to leadership, HR, or Compliance Risk. Maintains accurate records of plan acknowledgments and training completions.

Ensures accurate documentation of team member interactions and account/product openings. Participates in annual reviews to validate plan adherence and performance trends.

Establishes risk assessment protocols, regularly reviewing incentive structures for potential vulnerabilities or unintended consequences. By embedding risk controls within the design and execution of sales campaigns and incentive programs, they help safeguard organizational integrity and ensure…