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Job Title: Sales Operations Manager Department: SalesReports To: Director of Marketing & Customer Service FLSA Status: ExemptAs a leading manufacturer and distributor of medical supplies and equipment for healthcare simulation and education, Pocket Nurse provides solutions and services that create hands-on learning experiences for the next generation of healthcare professionals. Our small business philosophy is, "Use your best judgement every day." Not only do we give team members the guidance and tools to succeed, we give them autonomy to do their best for the company to succeed. This privately held company has been in business since 1992 and is experiencing strong growth year after year.The Sales Operations Manager is responsible for supporting the sales organization by developing, implementing, and evaluating the customer and sales support strategy to achieve the overall corporate sales and margin goals of Pocket Nurse. This position oversees operations of the Domestic and International Customer Service team and the Student Supply Kit (Totes) line of business team and collaborates with other functional areas to execute the strategy. A key focus of this role will be optimizing operations to ensure our teams have the tools, systems, and processes they need to successfully execute the order and quote entry process and provide customers with high quality sales support.This opportunity is ideal for a self-starter who is results-oriented, innovative and analytical with a drive for change.Key responsibilities and other duties as assigned:
Works closely with the Director of Marketing and Customer Service and VP of Sales Operations to develop and achieve business plan objectives and customer support strategies that drive sales.
Leads the Domestic and International Customer Service team and Student Supply Kit (Totes) line of business team in the execution of customer and sales support goals and initiatives.
Drives operational efficiency by evaluating, developing, and implementing new processes, workflows, policies, technologies, and systems, and analyzing and improving on current ones.
Spearheads the analysis and continuous improvement of sales support operations based on a strong understanding of customer needs and feedback, market trends, financial impact, performance statistics, and a strong handle on in-depth data analysis.
Develops individual and team metrics and Key Performance Indicators (KPIs) that boost sales and customer satisfaction based on historical and anticipated activity.
These may include call, email, quote, and order entry timeliness and accuracy, abandonment rates, and response levels.
Monitors team performance and identifies areas of improvement and opportunities for coaching, training, and process improvement.
Ensures accurate, timely order processing to meet customer's needs and drive financial impact and guides teams to transfer customers to Sales representatives when an in-depth needs analysis is needed.
Oversees and monitors quotes prepared by the team to ensure they meet KPI revenue and margin goals.
Collaborates with cross-functional teams (Sales, Marketing, Finance, Purchasing, and Distribution Center) to identify and remove obstacles, improve systems and processes, and create synergies that optimize operations and promote sales growth and effectiveness.
Identifies Student Supply Kit trends, gathers input from team members and customers, and implements production, quality, and service standards to increase the revenue, profitability, and customer satisfaction of the Totes program.
Supervisory Responsibilities:
Determines resource needs and manages team members as a highly functional team while promoting a diverse, harassment-free work environment.
Responsible for team's time management, performance management, and career developme t.
Education:
Bachelor's degree in Business and 5 years of related, progressive sales operations management experience or the equivalent of 9 years combination of education and experience.
Skills and Experience:
A high level of operational expertise and proven track record of driving revenue growth through process excellence and team leadership.
Progressive experience analyzing and identifying improvements in business processes and using data to drive business results and build and execute a strategic vision.
Strong understanding of business, performance drivers, customer needs assessment and evaluation of customer satisfaction.
Proficient in ERP Systems and Microsoft Office Products including Word and PowerPoint with advanced proficiency in Excel.
Experience working with large amounts of complex data in Excel including creating and using formulas, pivot tables, and VLOOKUPs to sort, analyze, and manage data.
Experience in Microsoft Access a plus.
Experience leading teams to accomplish business objectives and enable profitable growth within those teams.
Experience in managing cross-team projects to completion.
Exceptional interpersonal, written, and verbal communication skills.
Motivated, self-starter who takes initiative and can handle multiple projects simultaneously to establish priorities and meet deadlines.
Benefits and Compensation:
Competitive wages and quarterly bonus opportunities.
Medical, dental, and vision insurance coverage options.
401(k) profit sharing plan with generous company contributions.
Paid time off, personal time, paid holidays, and flexible hybrid onsite/remote work schedules.
Company-paid life insurance and short-term disability insurance.
Voluntary life, accident, critical illness, and long-term disability insurance.
Company-wide cookouts, pot-lucks, and work-day events.
On-site fitness center, free parking, and dog-friendly offices.
Opportunities for career enhancements through training and educational programs.
The opportunity to make a difference in the ever-growing healthcare field.
Physical and Cognitive Demands:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis and may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this position, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear; and requires color and close vision. The employee is occasionally required to stand; walk; stoop or kneel. The employee must occasionally lift and/or move up to 15 pounds. No employee is a
