Manager of Sales Operations

Manager of Sales Operations

Function:
Sales Enablement

Reports To:

Director of Sales Enablement

Location:

Westport, CT preferred | Hybrid

About Bio Wave

Bio Wave is a Medtech company redefining pain management through our innovative, non-invasive technology that delivers powerful relief without drugs or surgery. We offer a range of products designed to meet the unique needs of different markets, delivering effective, customized pain relief solutions where they're needed most. Our technology is backed by clinical evidence and real-world results, helping patients reduce pain, restore function, and reclaim their lives.

Trusted by healthcare professionals, athletes, veterans, and individuals alike, Bio Wave targets pain at its source to provide long-lasting results.

Job Description

The Manager of Sales Operations leads Bio Wave's Sales Operations team and oversees the operational functions that drive sales effectiveness across the customer journey, including the Home Trial (Phase
6) process. This role owns the operational health of the Phase 6 Pipeline, ensuring patients progress efficiently from Home Trial request through treatment, provider prescribing, and final payment while meeting company Service Level Agreements (SLAs). The Manager monitors the end-to-end workflow, identifies bottlenecks, drives cross-functional accountability, and ensures seamless experience for patients, providers, and the sales organization. In addition, this position manages the Sales Operations team responsible for provider support, managing orders requiring additional information or follow-up, replacement requests, warranty validation, quoting, operational reporting, and daily sales support activities.

Success in this role requires strong leadership, process management, analytical thinking, and close collaboration across Sales, Customer Service, Finance, Quality, and Operations.

Duties and Responsibilities

Home Trial Pipeline Management

• Own and manage the operational performance of the entire Phase 6 patient journey from provider request through payment.
• Ensure every patient record progresses according to company SLAs.
• Identify stalled or ageing records and proactively coordinate with the appropriate departments to resolve issues.
• Analyze pipeline performance and recommend process improvements that reduce cycle time and improve conversion rates.
• Lead regular pipeline review meetings with cross-functional stakeholders.
• Maintain accurate Salesforce data and ensure proper documentation throughout the process.

Sales Operations Leadership

• Manage the Sales Operations team and provide daily coaching, direction, and performance management.
• Establish priorities, workload balancing, and operational standards for the team.
• Monitor departmental productivity and ensure all operational SLAs are consistently achieved.

Order & Provider Support

• Oversee daily Sales Operations activities including:
• Resolution of on-hold orders due to missing information.
• Replacement requests, including warranty validation and processing.
• Management of provider operational inquiries including quote generation.
• Escalation and resolution of complex order issues.
• Coordination with Finance, Operations, Customer Service, Quality and Sales to resolve operational challenges.

Sales Operations Inbox & Queue Management

• Manage the daily Sales Operations inbox and Salesforce queues.
• Ensure all incoming requests are assigned, tracked, and completed within established SLAs.
• Monitor workload distribution across the team.
• Establish prioritization standards for urgent operational requests.

Reporting & Process Improvement

• Produce and distribute daily, weekly, and monthly operational reports.
• Monitor Phase 6 KPIs and identify trends requiring attention.
• Analyze operational data to identify bottlenecks and recommend improvements.
• Develop dashboards and reporting that provide visibility into operational performance.
• Partner with Salesforce Administration to improve workflows and automation.

Success Metrics (First 12 Months)

• Reduction in Phase 6 total cycle time from Intake to Payment.
• All Phase 6 stages consistently meeting established SLAs.
• Reduced aging records across every phase of the pipeline.
• Increased provider consult submission rates.
• Reduced order holds due to missing information.
• Replacement requests processed within SLA.
• Quote requests completed within SLA.
• Sales Operations inbox maintained within response SLAs.
• Improved Salesforce data quality and operational reporting.
• Increased productivity and effectiveness of the Sales Operations team.
• Optimized utilization and tracking of trial devices and sales samples.
• Continuous improvement initiatives implemented to streamline operations and improve customer experience.

Required Experience/Skills

• Bachelor's degree or equivalent experience.
• Excellent project management and organizational abilities.
• Strong interpersonal and communication skills with the ability to build relationships across all levels of the organization.
• Exceptional attention to detail and ability to manage multiple…