JOB SUMMARY
The Senior Manager, SMB Sales Programs is an operational leader responsible for the day-to-day management, performance and continuous improvement of Choice’s outsourced and remote sales teams that sell to small and medium businesses (SMBs) on behalf of franchisees. Reporting to the Director, SMB & Local Markets, this leader will manage vendor relationships, define operational and quality standards, build scalable playbooks and scripts, own performance management and workforce planning for remote teams, and partner with franchisees and internal teams to assemble outsourced sales offers that franchisees can subscribe to. The role blends people leadership, vendor management, program operations and analytics to drive predictable, high-volume SMB demand and measurable revenue growth.
RESPONSIBILITIES:Program & Vendor Management
Own the day-to-day management of outsourced/remote sales vendors and internal remote teams delivering both inbound and outbound SMB sales activity.
Lead vendor selection, contracting (SOWs, SLAs, KPIs), onboarding and ongoing performance management; conduct regular vendor governance and scorecards.
Define and manage commercial arrangements with partners (budgeting, cost per lead/conversion, performance guarantees) in partnership with Procurement and Finance.
Franchisee-Facing Local Sales Offers
Design outsourced local sales offers that franchisees can subscribe to — defining scope, pricing, SLA commitments, reporting deliverables and onboarding processes.
Create franchisee enablement materials, including program guides, onboarding checklists, CRM workflows and reporting templates that integrate with franchisee systems and Choice platforms.
Lead franchisee onboarding for outsourced offers and act as the primary operational point of contact for franchisee queries and escalations.
Business Development & Performance Tracking
Manage to a set of business development goals for sales vendors and programs (i.e. customer acquisition, revenue growth, etc.).
Monitor leading indicators (lead volume, conversion rates, pipeline, etc.) and ROI associated with programs to inform program roadmap and expansion decisions.
Operational Leadership & Workforce Management
Build and execute workforce plans (capacity, scheduling, shrinkage, coverage) to meet volume and service targets; partner with vendor WFM teams to manage real-time staffing.
Oversee quality assurance, call monitoring, coaching programs, and agent certification processes to ensure high-quality customer interactions and consistent messaging.
Develop and maintain playbooks, scripts, objection handling guides, and escalation workflows for outbound and inbound sales motions.
Customer Experience & Incident Management
Ensure customer experience metrics (NPS, etc.) for SMB/local customers meet expectations.
Lead incident management for critical customer experience issues (rate visibility issues, service complaints), conduct root-cause analysis and drive remediation plans with partners.
Ensure seamless handoffs between remote teams, franchisees and hotel operations to deliver a cohesive customer experience.
QUALIFICATIONS:
Employment Experience
5+ years of experience managing sales teams or outsourced sales programs; experience in hospitality, travel, franchising or services industries strongly preferred.
Experience managing vendor or partner performance, preferably in revenue-generating capacities such as outsourced sales.
Demonstrated experience designing subscription or commercial offers for franchisees is highly desirable.
Technical Skills
Proficiency in Salesforce (or equivalent CRM).
Excel skills (modeling, scenario analysis) and experience with BI tools (Tableau, Power BI) and SQL.
Advanced Excel skills and comfort with analytics tools (Tableau, Power BI, SQL) to build dashboards, reconciliation processes and A/B tests.
Additional Skills & Competencies
Ability to travel up to 10-20% for leadership offsites, sales kick-offs, and cross-functional planning sessions. #LI-REMOTE
Excellent vendor negotiation and contract management skills, with the ability to translate commercial objectives into operational SLAs.
Financial/commercial acumen, including the ability to build and model fee-based offers
Exceptional communication and coaching skills; ability to present program performance to franchisee leaders and senior internal stakeholders.
Education Requirements
Bachelor’s Degree in business administration, marketing, sales or related field preferred
Salary Range
The salary range for this position is $142,212- $167,309 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
- Competitive compensation and benefits, including medical, dental, and vision coverage
- Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
- Financial benefits for retirement and health savings
- Employee recognition programs
- Discounts at Choice hotels worldwide
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
Choice Hotels International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Choice Hotels International and has not been reviewed or approved by Choice Hotels International.
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Healthcare Strength — Benefits are described as broad, including medical, dental, and vision coverage alongside telehealth and an Employee Assistance Program. Wellness programs and related wellbeing offerings are also explicitly included in the package.
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Leave & Time Off Breadth — Time-off support is positioned as extensive, spanning paid vacation, personal and sick leave, and paid family care leave. Backup child and elder care, adoption assistance, and designated “wellbeing days” add breadth beyond standard PTO.
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Retirement Support — Retirement and financial programs include a 401(k) and Roth 401(k) as well as HSA options and financial education resources. Bonuses and referral bonuses are also listed as part of the broader rewards mix.
Choice Hotels International Insights
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What We Do
Choice Hotels International, Inc. (NYSE: CHH) is one of the world’s largest and most successful lodging franchisors. On August 11, 2022, Choice acquired Radisson Hotels Americas, adding nine brands and approximately 67,000 rooms to its portfolio in the United States, Canada, Latin America, and the Caribbean. With 22 brands, Choice Hotels has more than 7,500 hotels and nearly 650,000 rooms in 46 countries and territories as of August 11, 2022. The Choice® family of hotel brands provides business and leisure travelers with a broad range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay, and economy segments. At our worldwide corporate headquarters in the Washington metropolitan area (North Bethesda, MD), our IT center in Scottsdale, AZ, and St. Louis Park (MN), and through our associates across the globe, we keep those hotels humming by serving as a champion for our franchisees. When you #MakeItYourChoice, you will have the environment, the tools, and the momentum to drive your career and organizational success
