Director, Sales Operations

Role Overview

MediaAlpha is seeking a strategic sales operations leader with extensive experience managing outsourced call centers and BPO relationships to build and lead our call transfer operations. This is a high-impact opportunity to unlock the full potential of an emerging business and turn it into a cornerstone revenue driver. Reporting to the VP of Monetization, the right candidate will define the vision for scale, build the partnerships and processes, and drive the strategy that turns our early success into sustained growth. 

Responsibilities

Strategic Leadership

• Define the long-term vision for call center operations that aligns with overall company objectives and growth plans.
• Design and execute effective inbound and outbound sales strategies to maximize revenue and conversion.
• Work cross-functionally with Engineering, Product, and business teams to integrate call center operations across company-wide initiatives.

BPO Partnership Management

• Identify, evaluate, and establish strategic partnerships with call center and BPO providers that align with MediaAlpha’s business objectives and quality standards
• Lead contract negotiations and vendor management processes, ensuring favorable terms and clear performance expectations.
• Oversee ongoing partner performance through regular business reviews, scorecards, and continuous improvement initiatives.

Performance Management & Analytics

• Establish KPI frameworks (transfer rate, qualification rate, handle time, service levels, customer satisfaction) to drive operational excellence.
• Work with Business Analytics  to manage performance dashboards and KPI tracking
• Prepare and present performance reports to executive leadership, highlighting trends, insights, and recommendations.

Operational Excellence

• Collaborate with our legal team to gain a comprehensive scope of the legal and compliance landscape.
• Champion adherence to industry & government regulations, company policies, and QA standards, maintaining a risk-aware culture.

Requirements

• Bachelor's degree is required
• 5+ years of experience running outsourced call centers and/or BPO operations
• Experience within the lead generation industry is strongly preferred
• Proven track record of driving revenue growth through effective call center strategies
• Strong analytical skills with experience managing performance metrics and KPIs
• Exceptional communication and cross-functional collaboration skills

Compensation & Benefits

We are excited to offer a competitive base pay range of $103,000 to $192,000 per year for this position, based on experience and qualifications. But that's not all - as a valued member of our team, you will also have access to an array of top-notch benefits, including:

• Annual bonus program and participation in our Restricted Stock Unit program
• 100% Employer-paid health, dental, and vision insurance for you, your dependents, and spouse or registered domestic partner
• 100% Employer-paid long-term disability, and life insurance
• 401(k) retirement plan with matching contributions to help you plan for your future
• Open Paid Time Off policy with a birthday day off and 11 holidays 
• Professional development reimbursement
• Cell Phone, Wellness, and Internet expense reimbursement, along with a subscription to the Calm App
• 100% fully paid parental leave for team members up to 22 weeks for the primary caregiver and 12 weeks for the secondary caregiver 
• Dog-friendly offices (LA and AZ) along with a $300 pet adoption reimbursement