Director of Sales Operations - Sales Center of Excellence

Director of Sales Operations - Center of Excellence  position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 29 PTO Days including company holidays

The Director of Sales Operations will lead our centralized Sales Center of Excellence (CoE), driving efficiency, process excellence, and productivity across our go-to-market organization. This leader will empower Account Executives (AEs) by improving productivity across new logo acquisition, cross-sell, and up-sell motions, while also partnering on renewal transactions.

This role oversees a large, multi-level operations team responsible for intake and queue management, quoting, order form creation, contract administration, and renewal execution. The ideal candidate is a strategic, hands-on operator who excels at building scalable processes, enabling sales teams, and delivering excellent internal customer service.

SYSTEMS: HubSpot CRM & ConnectWise CPQ

PRIMARY DUTIES:

Sales Assistant & Sales Support Operations

• Operate a pod model aligned to go to market segments.
• Run an intake-to-resolution flow with clear SLAs and priority codes for tasks: meeting prep, pricing checks, quote builds, order forms, e-signature packets, approvals routing, and change orders.
• Design, implement, and maintain a standardized process for all order conversions.

Renewals Ownership

• Support Account Executives with renewals. e.g., notifications, quotes, terms, co-terming, multi-year conversions, step-ups, de-scopes, concessions, and early-renewal motions
• Partner with CS & AEs on risk mitigation and save plays; maintain an on-time renewal calendar and forecast for both segments

Data Quality, Compliance, and Controls

• Maintain HubSpot data standards: Companies/Contacts/Deals, Line Items, Products, Quotes, required fields, stage exit criteria, and attachment policies.
• Ensure approval matrix compliance and auditable documentation suitable for Finance.

 People Leadership & Workforce Management

• Assemble a team of Sales Support Specialists, plus a team of Renewal Specialists.
• Implement staffing models by volume & complexity, shift coverage, and surge plans aligned to quarter ends.

 Cross-Functional Partnership

• Partner closely with Sales, CS, Finance, Legal, and Marketing.
• Serve as executive escalation point for complex transactions.

COMPETENCY:

• Proven track record of driving improvements and operational efficiencies in a sales environment.
• Excellent analytical and problem-solving skills.
• Strong experience with CRM and CPQs.
• Strong interpersonal and communication skills with the ability to influence at all levels.
• Strategic thinking with the ability to translate corporate goals into actionable operational plans.
• Strong change management skills to lead cross-functional teams.
• Highly organized with the ability to manage multiple projects and priorities in a fast-paced environment.
• Comfort navigating ambiguity and making decisions under tight timelines.

 QUALIFICATIONS:

• 10+ years in Sales Operations/Renewals/Deal Support/Order Management.
• 5+ years leading large teams (25+).
• Required: Hands-on leadership with CRMs (pipelines, properties, workflows, dashboards).
• Proven track record owning renewals transactions at scale across multiple segments.
• Experience building SLAs, queues, QA programs, and strong process design (Lean/Six Sigma/ITIL helpful).
• Comfortable with revenue policies, discount governance, approvals, and audit-friendly documentation.
• Strong analytical skills with the ability to turn complex data into actionable business insights.
• Clear, concise communicator; proven cross-functional influence with Sales, Finance, Legal, and IT.

PHYSICAL DEMANDS: 

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
• Ability to communicate effectively verbally and in writing.
• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.
• Ability to travel to meet with clients or attend industry events.

WORK ENVIRONMENT: Remote

EXPECTED HOURS OF WORK: Monday – Friday, 8 am – 5 pm, with overtime as needed. 

TRAVEL: Up to 15% travel