Sales Operations Manager
About the Role
We are looking for a driven and detail-oriented Sales Operations Manager to serve as the operational engine behind our sales organization. This is a highly autonomous, execution-focused role where you will own the infrastructure, processes, intelligence, and incentive operations that keep our sales team running at peak efficiency. You are someone who thrives in building structure from ambiguity, loves optimizing how things work, and sees Salesforce not as a tool but as a strategic asset.
This role sits at the intersection of process excellence, CRM governance, and sales incentive management. You will be the go-to person for process design, CRM excellence, data quality, commission accuracy, and operational enablement across the entire sales lifecycle.
What You Will Ow
- n Salesforce CRM Administration & Governanc
- eServe as the primary administrator and subject matter expert for the Salesforce CRM platfor
- mManage all aspects of the instance including user provisioning and role hierarchy, custom objects and fields, page layouts, validation rules, flows, and process automatio
- nMaintain a clean, reliable, and well-governed data environment — enforcing data entry standards, running regular audits, and resolving data quality issues proactivel
- yBuild and manage dashboards, reports, and list views tailored to each sales role and leadership leve
- lEvaluate, implement, and manage third-party tools and integrations connected to Salesforce (e.g. sales engagement platforms, enrichment tools, routing tools
- )Document all system configurations, customizations, and change logs to maintain a healthy and scalable or
- g Sales Process Design & Optimizatio
- nOwn the design, documentation, and continuous improvement of core sales processes across the full funnel — from lead creation and qualification through opportunity management, approvals, and closed-won handof
- fMap current-state workflows, identify friction points and bottlenecks, and implement structured improvements with measurable outcome
- sBuild and maintain stage-by-stage opportunity management frameworks that give sales reps clear guidance and give leadership accurate visibilit
- yStandardize how the sales team works — from how leads are routed and assigned, to how deals are documented, to how handoffs to other teams are execute
- dDefine and enforce rules of engagement, escalation paths, and exception handling procedure
- sPartner with Sales leadership to roll out process changes, ensuring adoption through clear communication, training, and reinforcemen
- t Commission Management & Incentive Operation
- sOwn the end-to-end commission calculation and payout process for all quota-carrying sales roles including Account Executives, Sales Development Representatives, and Sales Manager
- sAdminister and maintain the commission management system (e.g. CaptivateIQ, Spiff, Xactly, or equivalent), ensuring it is accurately configured to reflect current plan structures and business rule
- sTranslate approved commission plan documents into system logic — building calculation rules, accelerators, clawback conditions, splits, and overlay structures with precisio
- nRun the monthly and quarterly commission close cycle — pulling attainment data from Salesforce, validating against bookings records, reconciling discrepancies, and delivering final payout files on schedul
- eServe as the primary point of contact for all commission-related inquiries from sales reps — investigating disputes, explaining calculations, and resolving issues with transparency and spee
- dMaintain a clear and auditable commission dispute resolution process with defined SLAs for acknowledgment and resolutio
- nBuild and maintain rep-facing commission statements and attainment dashboards so every sales rep has real-time visibility into their earnings, quota progress, and projected payou
- tPartner with Sales leadership to model the impact of proposed incentive plan changes — running scenario analyses to understand cost implications and rep behavior outcomes before changes are finalize
- dMaintain a centralized, version-controlled library of all commission plan documents, addendums, exception approvals, and historical payout record
- sCoordinate with Finance on commission accruals, payout timing, and period-end reconciliation — ensuring commission data is accurate and audit-ready at all time
- sIdentify recurring sources of commission errors or disputes and implement upstream fixes in data, process, or system configuration to prevent recurrenc
- eSupport the annual Sales Incentive Plan (SIP) design process by providing historical attainment data, payout distribution analysis, and plan effectiveness insight
- s Sales Enablement & Toolin
- gDevelop, maintain, and continuously improve the sales team's operational playbooks, standard operating procedures (SOPs), and process documentatio
- nOwn the sales tech stack from an operational standpoint — assessing tool utilization, identifying redundancies, and recommending additions or removals based on team need
- sCoordinate onboarding support for new sales hires from a systems and process perspective, ensuring reps are productive quickl
- yCreate training materials, how-to guides, and reference documents that help reps and managers use tools and follow processes correctly and consistentl
- yServe as the first point of contact for sales team questions related to process, tools, and CR
- M Pipeline Management & Operational Visibilit
- yBuild and maintain a robust pipeline management framework that gives sales managers and leadership real-time visibility into deal flow, stage health, and velocit
- yDesign and enforce pipeline hygiene standards — ensuring opportunities are accurately staged, properly documented, and consistently update
- dCreate and manage dashboards that surface leading indicators of pipeline risk and opportunity, enabling proactive action by manager
- sPartner with Sales managers on weekly pipeline reviews — preparing data, flagging anomalies, and driving accountability on deal progressio
- nTrack and report on key sales activity metrics (calls, emails, meetings, demos) and conversion rates across each stage of the funne
- l Reporting, Analytics & Operational Insight
- sBuild and own the sales operations reporting suite — covering pipeline health, rep activity, funnel conversion, win/loss trends, and forecast accurac
- yDesign self-service dashboards in Salesforce and BI tools that allow sales managers and leaders to answer their own operational question
- sConduct regular analyses to identify patterns, surface root causes of performance gaps, and recommend concrete operational improvement
- sPrepare clear, executive-ready reports and presentations for leadership reviews, team meetings, and QBR
- sMaintain a consistent data definition framework — ensuring metrics are calculated the same way across all reports and stakeholder
- s Cross-Functional Operational Coordinatio
- nAct as the primary operational liaison between the Sales team and other internal functions including Marketing, Customer Success, and I
- TManage the operational aspects of lead handoff from Marketing — ensuring SLAs are met, routing rules are working correctly, and feedback loops are in plac
- eCoordinate with Customer Success on the post-sale handoff process, ensuring clean, complete data transfer and a smooth customer experienc
- ePartner with IT and Business Systems on Salesforce infrastructure projects, integrations, and compliance requirement
- sRepresent Sales Operations in cross-functional meetings, projects, and planning session
sRequired Qualification
- s7+ years of experience in Sales Operations or a directly related operational role within a B2B sales environmen
- tDeep, hands-on Salesforce CRM expertise — Salesforce Administrator certification (ADM 201) required; Advanced Administrator or Platform App Builder certification a strong plu
- sHands-on experience administering and operating a commission management platform such as CaptivateIQ, Spiff, Xactly, Everstage, or simila
- rProven experience owning the full commission cycle — from plan configuration and attainment calculation through dispute resolution and payout deliver
- yStrong understanding of common sales compensation structures including accelerators, tiered rates, splits, overlays, draws, and clawback
- sProven experience designing and improving sales processes end-to-end, with demonstrated business impac
- tStrong proficiency in Salesforce reporting and dashboards; experience with BI tools such as Tableau or Looker is an advantag
- eSolid working knowledge of sales tech stack tools such as Outreach, Salesloft, ZoomInfo, Gong, LeanData, or simila
- rHigh attention to detail and a strong bias toward data accuracy and process consistency — especially critical in commission calculations where errors directly affect rep earnings and trus
- tDemonstrated ability to manage multiple projects simultaneously, prioritize effectively, and deliver results with minimal supervisio
- nStrong communication skills — able to explain commission calculations clearly to individual reps and present operational data confidently to senior leadershi
- pExperience creating documentation, SOPs, and training materials for sales team
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