The Operations Manager plays a mission-critical role in Company's growth and execution. This position is responsible for
building, owning, and scaling all sales and operations processes end-to-end. The goal of this role is to create a system so strong and well-documented that the business continues to run smoothly even in the manager's absence.
This is a
hands-on leadership role, not a reporting-only or coordination position. The ideal candidate is a builder, operator, and people leader who thrives in fast-paced environments, loves structure, and obsesses over data, KPIs, and execution quality.
This role acts as the
single point of accountability between sales, proposal design, call center, and operations teams, ensuring zero confusion, zero leakage, and consistent performance.
Key Responsibilities
Process Ownership & System Building
- Design, implement, document, and continuously improve all sales and operations workflows
- Build clear SOPs for every function, including calls, proposals, handoffs, escalations, QA, and reporting
- Ensure processes are scalable, repeatable, and enforced consistently across teams
Sales ↔ Operations Alignment
- Own the sales-to-operations handoff process and eliminate delays, miscommunication, and errors
- Act as the bridge between sales teams, proposal designers, and operations
- Ensure sales teams provide complete, accurate information before deals move forward
KPI, Analytics & Reporting
- Define, track, and manage all sales and operations KPIs
- Build and maintain dashboards for daily, weekly, and monthly performance tracking
- Run weekly performance reviews and enforce accountability across teams
- Identify bottlenecks, trends, and performance gaps using data and take corrective action
Call Center, QA & Compliance Oversight
- Own call workflows, recordings, QA processes, and feedback loops
- Monitor call quality, scripts, adherence, and coaching effectiveness
- Ensure teams meet US customer communication standards and compliance expectations
Proposal, Design & Execution Oversight
- Oversee proposal design workflows to ensure speed, accuracy, and quality
- Ensure proposal designers follow SOPs, meet turnaround times, and maintain technical accuracy
- Review errors, rework trends, and root causes to reduce repeat issues
People Management & Leadership
- Hire, train, coach, and performance-manage sales ops, proposal, and support teams
- Set clear expectations, goals, and accountability standards
- Address underperformance quickly and professionally
- Build a culture of ownership, urgency, and continuous improvement
Tools, CRM & Tech Stack Ownership
- Own CRM, dialer, proposal platforms, and reporting tools
- Ensure clean data, correct permissions, structured workflows, and adoption across teams
- Work with leadership to evaluate and implement new tools when needed
Escalation & Issue Resolution
- Proactively identify operational risks and resolve issues before leadership involvement
- Handle escalations related to sales, proposals, customer communication, or internal breakdowns
- Ensure smooth daily operations with minimal dependency on founders or senior leadership
Requirements
Experience
- 5+ years of experience in Sales Operations, Business Operations, or Operations Management
- Proven experience working with US customers or US-based sales teams
- Experience managing call centers, proposal teams, or sales support functions
- Prior experience building processes from scratch is highly preferred
Skills & Capabilities
- Strong analytical and KPI management skills
- Excellent English communication (written and verbal) for US-facing interactions
- High attention to detail with zero tolerance for sloppy execution
- Strong project management and prioritization skills
- Comfortable working US shifts or overlapping US business hours
Leadership & Mindset
- Builder mindset — enjoys creating systems, not just maintaining them
- Highly organized, disciplined, and execution-focused
- Comfortable enforcing standards and holding people accountable
- Proactive problem-solver who takes ownership without waiting for instructions
- Thrives in a fast-paced, high-growth environment
