This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

The Director of Sales Operations is responsible for leading strategic and day-to-day sales operations initiatives that enable frontline call center teams to deliver exceptional customer experiences and achieve business performance goals. This role oversees the launch, operational readiness, and contract management of third-party call center vendors, ensuring strong partnership performance, compliance, and alignment with organizational objectives. In addition, the Director owns key sales operations functions, including call center tool management, process optimization, reporting, and cross-functional coordination, to ensure frontline teams have the systems, resources, and support needed to succeed when serving customers.

MAJOR DUTIES AND RESPONSIBILITIES

• Lead the onboarding, launch, and ongoing contract/performance management of third-party call center vendors, ensuring service delivery, operational readiness, compliance, and alignment with business expectations
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Align sales support structure with customer buying behaviors and the operating model for each sales channel (Direct, Channel Partner, CRM, OTM, etc.). Collaborate with sales leaders to enhance each channel’s sales and support model.
• Establish company-wide policies and procedures that reconcile differing stakeholder needs, expedite key sales and sales support activities and drive positive business results.
• Identify opportunities for sales process that enable the sale force to focus on high value sales activities and support staff to become more productive, thus accelerating the sales cycle. Initiate and lead cross-functional, multi-departmental development programs. Facilitate implementation, working with both field and corporate leaders.
• Collaborate with Marketing and Product Management to identify, develop and implement support mechanisms for new marketing strategies and new products. Address unique sales operations requirements.
• Recruit, hire and develop department leaders. Create bench strength.
• Provide input and leadership on major Charter initiatives.
• Oversee sales operations processes and call center tool management, partnering with internal stakeholders to ensure frontline teams have effective tools, workflows, and support needed to drive sales and serve customers successfully.
• Analyze operational and sales performance trends, identify opportunities for process improvement, and lead cross-functional initiatives that enhance efficiency, vendor effectiveness, and customer experience outcomes.

WORKING CONDITIONS

• Full time
• Office work environment
• Travel ability: 10% travel
• This position is eligible to work in a hybrid work model (combiation of in-office and remote days)

REQUIRED QUALIFICATIONSRequired Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Ability to communicate with all levels of management and external groups, both orally and in writing
• Ability to develop, communicate and implement complex plans, strategies and tactics effectively
• Ability to manage and deliver multiple projects simultaneously, in fast-paced, dynamic environment
• Ability to prioritize and organize effectively
• Ability to make decisions and solve problems under pressure
• Ability to work with others collaboratively to solve problems
• Ability to lead and motivate a large and geographically dispersed team
• Effective cross-functional management skills with an ability to motivate others, both internal and external to the company
• Ability to show judgment and initiative to accomplish job responsibilities
• Ability to work independently
• Expert analytical skills
• Ability to think creatively Knowledge of sales strategies and procedures

Required Education

• Bachelor's degree in business administration or operations or equivalent experience

Required Related Work Experience and Number of Years

• Commercial telecomm sales experience - 10+
• Sales operations management experience - 10+
• Project management experience - 10+
• Customer care management experience - 10+
• Leadership of multiple cross-functional teams - 10+
• Telephony or data industry experience - 10+

PREFERRED QUALIFICATIONSPreferred Skills/Abilities and Knowledge

• Extensive leadership experience in sales operations, call center operations, vendor management, or business operations, preferably in a large, customer-focused organization

• Strong knowledge of third-party vendor launch management, contract oversight, service level performance management, and cross-functional operational execution

• Experience managing call center technologies, sales enablement tools, reporting platforms, and operational processes that support frontline success

• Excellent communication, collaboration, and stakeholder management skills, with the ability to influence across multiple business functions

• Ability to analyze performance data, identify operational gaps, and lead process improvement initiatives that improve sales outcomes and customer experience

SOP780 2026-72850 2026

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

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