Manager, Sales Operations and Contracting

Position Summary: 
Lead the team that supports client acquisition, onboarding, and ongoing deal operations for the small group sales segment. In this role, you will guide a remote team, improve contracting and order workflows, and help ensure internal stakeholders and clients receive accurate, timely support. You will partner across Sales, Customer Success, Onboarding, Finance, Legal, and Continuous Improvement to strengthen operational performance and service quality. This role is remote on the West Coast and reports to the Executive Director, Sales Operations. 

About the Team: 
The Sales Operations & Contracting team supports the workflows that keep the client lifecycle moving from proposal through contract execution and order processing. The team works closely with Sales, Customer Success, and Onboarding to help ensure client contracts are accurate, approved, and processed efficiently. They also partner with Finance, Legal, and Continuous Improvement to improve processes, reduce delays, and scale operational support. The team uses Salesforce, operational dashboards, and shared queue management practices to track work, measure performance, and identify improvement opportunities. 

Essential Job Responsibilities 

• Lead, coach, and develop the Sales Operations team, building accountability, shared knowledge, and consistent execution across contracting and deal support. 

• Translate business priorities into clear team goals, resource plans, and day-to-day work direction. 

• Manage the shared case queue by monitoring volume, assignment, aging, backlog, and turnaround times to ensure timely resolution. 

• Partner with Sales, Customer Success, and Onboarding leaders to support client acquisition through retention. 

• Oversee proposal, contracting, and order processing activities, including contract updates, amendments, approvals, and order entry. 

• Improve workflows by partnering with Finance, Legal, and Continuous Improvement to streamline, scale, and automate related processes. 

• Maintain team reporting and operational metrics, using dashboards and data to identify trends, root causes, and improvement opportunities. 

• Track performance indicators that measure team health and process effectiveness, and use findings to guide decisions and prioritize work. 

• Use AI-enabled tools to help organize queue data, summarize reporting, and surface patterns or exceptions that can improve team productivity and decision-making. 

• Other duties as assigned by Executive Director, Sales Operations. 

• Travel required 20% annually. 

Additional Job Responsibilities 

• Serve as the escalation point for complex work, competing priorities, and operational tradeoffs. 

• Lead prioritization discussions to align business needs, stakeholder expectations, and team capacity. 

• Support change management efforts tied to new workflows, services, or operating models. 

• Provide clear written communication and maintain team connection in a remote environment through regular one-on-ones and team meetings. 

• Contribute to cross-functional planning discussions that affect client operations and service delivery. 

• Other duties as assigned by the Executive Director, Sales Operations. 

Expected Education & Experience 

• Bachelor’s degree or equivalent practical experience. 

• 3–5 years of experience in customer support, operations, or a related operational role. 

• Ability to work West Coast hours.  

• Experience working in a high-volume shared queue or service environment with turnaround time expectations preferred. 

• Prior people management experience required. 

• Demonstrated success coaching, developing, and holding a team accountable through change and ambiguity. 

• Strong relationship-building skills with the ability to support internal stakeholders with competing priorities. 

• Excellent written and verbal communication skills. 

• Strong analytical skills with the ability to interpret data, build reports, and turn findings into action. 

• Experience working with large data sets and identifying trends, risks, and opportunities. 

• Proficiency with Microsoft Office Suite, including advanced Excel. 

• Experience with Salesforce CPQ required. 

• Experience with a BI or visualization tool such as Tableau or Power BI preferred. 

• Contracting or deal operations experience preferred. 

• Ability to work core West Coast business hours and collaborate effectively in a remote environment. 

• Comfortable using AI-supported tools to improve productivity, analyze operational information, and support workflow decisions.