Senior Manager, Sales Operations – Residential Sales

Role Overview

• Develop and execute the operational strategy supporting Residential Sales across multiple sales channels.
• Lead the Sales Operations & Support team responsible for sales administration, reporting, order support, sales enablement, and operational execution.
• Establish standardized operational processes that improve efficiency, scalability, and consistency.
• Identify process improvement opportunities and implement solutions that reduce manual effort and improve sales productivity.
• Serve as the operational liaison between Residential Sales and internal business partners.
• Oversee end-to-end sales support processes including order management, sales tools, inventory coordination, field support, and issue resolution.
• Ensure operational readiness for new product launches, promotions, compensation plans, and system enhancements.
• Develop and maintain policies, procedures, and documentation supporting Residential Sales operations.
• Drive continuous improvement initiatives using data, automation, and technology.
• Own the governance, administration, and accuracy of monthly and quarterly Residential Sales commission calculations.
• Partner with Finance, Payroll, HR, and Sales Leadership to ensure commission plans are accurately implemented and consistently administered.
• Validate commission data, investigate discrepancies, and resolve payment issues in a timely manner.
• Maintain commission controls, audit processes, and documentation to ensure compliance with company policies.
• Produce recurring commission reporting and executive summaries highlighting trends, adjustments, and payout accuracy.
• Recommend enhancements to commission processes that improve transparency, efficiency, and scalability.
• Develop executive dashboards and KPIs measuring sales performance, productivity, conversion, operational health, and commission accuracy.
• Analyze trends to identify opportunities for growth, cost reduction, and operational improvements.
• Deliver actionable insights that support business decisions and strategic planning.
• Collaborate with Marketing on campaign execution and sales readiness.
• Partner with Customer Operations and Billing to improve order quality and customer onboarding.
• Work closely with IT and Product teams to enhance sales systems and digital tools.
• Support Finance with forecasting, budgeting, and operational planning.
• Lead cross-functional projects impacting Residential Sales operations.
• Recruit, coach, and develop a high-performing Sales Operations team.
• Establish performance goals, KPIs, and accountability measures.
• Foster a culture of continuous improvement, collaboration, and customer focus.
• Lead change management initiatives supporting organizational growth and transformation.

Requirements

• Bachelor's degree in Business, Finance, Operations, Marketing, or related field (or equivalent experience).
• 7+ years of progressive experience in Sales Operations, Business Operations, Revenue Operations, or Sales Support.
• 3+ years of leadership experience managing professional teams.
• Experience supporting residential sales organizations within telecommunications, broadband, cable, wireless, or other subscription-based industries.
• Demonstrated experience managing sales compensation programs and commission administration.
• Strong analytical and financial acumen with advanced Excel and reporting skills.
• Experience working with CRM, sales enablement, commission, and reporting platforms.
• Exceptional project management and organizational skills.
• Excellent communication and executive presentation abilities.
• Experience supporting Door-to-Door, Retail, MDU, or field sales organizations (Preferred).
• Knowledge of broadband, fiber, cable, or telecommunications products and operations (Preferred).
• Experience with business intelligence tools such as Power BI, Sigma, or Tableau (Preferred).
• Familiarity with ERP, CRM, commission, and workforce management platforms (Preferred).
• Lean Six Sigma or continuous improvement certification is a plus (Preferred).

Tech Stack

• ERP
• Tableau

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k)
• 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
• Additional Perks Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services in select locations
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Remote/hybrid work environment (subject to change based on business needs)