Sales Operations Lead

Role Overview

• Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs)
• Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets
• Drive cadence: huddles, daily stand‑ups, weekly performance reviews, monthly ops health checks
• Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill
• Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans
• Ensure onboarding, training, and cross‑skilling align to current sales processes and tooling
• Own QA framework and audit readiness (call monitoring, case reviews, documentation)
• Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities
• Remediate operational risks and control gaps; implement corrective actions and prevent recurrence
• Ensure consistent application of approved sales processes, scripts, and playbooks
• Maintain operational readiness of tools (CRM/telephony/IVR, dashboards)
• Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime
• Govern SGS performance against contract and SLAs
• Align training, QA, and knowledge content across internal and SGS teams
• Publish dashboards covering volume, conversion, quality, and customer metrics
• Run variance analysis, root cause, and action plans
• Partner with Sales Excellence and Transformation Office for change and readiness
• Collaborate with Underwriting, Product, Compliance, and Finance

Requirements

• 7+ years in Sales Operations or Contact Center Operations
• Experience managing daily operations at scale
• Familiarity with WFM, QA frameworks, CRM/telephony systems
• Insurance experience preferred

Benefits

• 401(k) with competitive company matching
• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
• Company paid group term life, short
• term disability and long-term disability coverage
• 24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
• Paid parental leave
• 4-week paid sabbatical after every 5 years of service
• Financial Adoption Assistance and Medical Travel Reimbursement Programs
• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
• Company paid subscription to Headspace to support employees’ mental health and wellbeing
• 2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
• Dynamic, creative, and values-driven culture
• Modern and open office spaces, complimentary drinks
• Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation