Head of Service Line - Sales-as-a-Service

The Head of Sales Practice Service Line is Foundever's domain expert in outsourced sales operations — inside sales, outbound prospecting, lead qualification, pipeline development, upsell and cross-sell programs, and retention sales. This role builds the Sales Practice into a packaged, go-to-market-ready service line with defined vertical plays, proven proof points, and the commercial content needed to grow within the existing account base and win new logos.

The role exists to convert Foundever's sales delivery track record into a market-recognized practice — building the service design, vertical playbooks, GTM content, and commercial engine that establish revenue conversion at scale as Foundever's competitive moat in the sales BPO market.

The global sales outsourcing market is on track to nearly double from $28.65B in 2022 to $57.46B by 2030 at a 9.4% CAGR, and the lead generation market alone is projected to reach $295B by 2027. The shift is structural: buyers no longer view outsourced sales as a cheap-labor substitute, but as a way to deploy AI-assisted, datadriven, outcome-priced revenue generation at a speed and scale internal teams cannot match. Foundever already runs high-value sales programs across travel, hospitality, and other verticals. This role takes that capability to market deliberately.

Job Responsibilities

Domain Expertise & Market Intelligence

• Serve as Foundever's primary subject matter expert in outsourced sales operations — B2C and B2B inside sales, outbound prospecting and SDR programs, inbound qualification, upsell and cross-sell, retention and save programs, and appointment setting
• Stay current on sales technology evolution: AI-assisted agent support, real-time conversation intelligence platforms, predictive dialing, AI-powered lead scoring and intent-data platforms, CRM integration, and agentic outbound tools
• Track the shift from FTE-based to outcome-based pricing in sales BPO — including revenue-share, costper-qualified-lead, cost-per-appointment, and cost-per-close models — and develop Foundever's pricing framework options accordingly
• Monitor regulatory requirements relevant to outbound sales: TCPA, FCC Click-to-Cancel rule, state telemarketing registration requirements, Do Not Call compliance, and financial services sales suitability standards (FINRA, FCA Product Governance for regulated sales)
• Track competitor sales BPO positioning across major full-service outsourcers and specialist sales providers — understanding their vertical focus, pricing models, technology differentiation, and proof point library

Practice Development & Service Design

• Build Foundever's Sales Practice service catalogue: outbound prospecting and SDR programs, inbound sales qualification, upsell and cross-sell programs, retention and churn recovery, appointment setting, and full-cycle B2B sales support
• Develop vertical-specific value propositions and GTM playbooks for Foundever's highest-opportunity sales verticals: travel & hospitality, telecom, financial services (insurance sales, card acquisition, deposit growth), retail, SaaS, and utilities
• Design the AI-augmented sales operating model — integrating real-time conversation intelligence, AIpowered objection handling, predictive next-best action guidance, and AI-assisted coaching into the Foundever delivery model
• Build the outcome-based pricing toolkit — defining the commercial structures, risk-sharing frameworks, and success measurement models that allow Foundever to compete on revenue outcomes, not just seat cost 
• Define the compliance framework for regulated sales verticals — particularly financial services, insurance, and healthcare — including suitability standards, disclosure requirements, call recording obligations, and QA scoring that weights compliance performance

Go-to-Market & Commercial Enablement

• Build and own the practice GTM toolkit: vertical messaging, solution briefs, competitive battle cards, RFP/proposal content, pricing frameworks, and reference architecture decks — all ready to deploy by Sales and Account Management
• Enable Foundever's Sales and AM teams to identify, qualify, and position Sales Practice opportunities within their accounts; deliver regular enablement sessions and maintain updated training content for the field
• Serve as the practice SME on strategic pursuits and RFPs — owning the technical and operational narrative, articulating proof points, and co-designing solutions with the Solutions team
• Drive upsell and cross-sell into the existing Foundever account base by identifying clients with latent demand in the practice area and developing targeted expansion plays
• Participate actively in client meetings, executive briefings, and new logo pursuit conversations — serving as the credible subject matter voice that builds buyer confidence in Foundever's domain expertise

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Service Design & Delivery Standards

• Codify Foundever's delivery capability in the practice area into structured, repeatable service offerings — with documented workflows, SLA frameworks, agent competency profiles, and QA rubrics
• Partner with Delivery leadership to design and maintain practice-specific operating standards that meet the compliance and quality expectations of regulated or high-scrutiny buyers
• Develop and maintain the practice talent model: skill profiles, hiring criteria, training curriculum, certification paths, and productivity benchmarks for onshore and offshore teams
• Drive continuous improvement — tracking performance data across active client programs, identifying workflow gaps, and implementing changes that measurably improve client outcomes
• Create reusable case study documentation following client program delivery — translating operational results into external proof points ready for analyst submissions, RFPs, and sales collateral

Analyst Engagement & Thought Leadership

• Lead Foundever's analyst engagement for the practice area — preparing and submitting briefings to leading industry analyst firms; managing the cadence and quality of submissions to build recognition over time
• Develop and publish thought leadership content: white papers, regulatory briefings, webinar presentations, and byline articles that establish Foundever's credibility externally in the practice domain
• Represent Foundever at relevant industry events, vertical conferences, and compliance forums — building the external profile and network that generates both credibility and commercial opportunity 
• Maintain active intelligence on the competitive landscape — tracking competitor service models,technology investments, pricing dynamics, and analyst assessments relevant to the practice

Team & culture

• Recruit, develop, and retain a small team of practice specialists and SMEs as the service line scales; build a culture of domain expertise, continuous learning, and delivery excellence
• Mentor delivery leaders and junior team members on practice standards, regulatory expectations, workflow design, and professional development within the domain
• Champion Foundever's commitment to compliance, quality, and ethical service delivery — particularly in regulated or sensitive service environments

Skills and Qualifications

• 10+ years of experience in outsourced sales operations, inside sales leadership, or sales BPO — with direct responsibility for revenue performance, conversion metrics, and team productivity
• Deep working knowledge of sales technology platforms: CRM, conversation intelligence, predictive dialers, AI-assisted selling tools, intent-data platforms, and outbound automation platforms
• Demonstrated ability to build and GTM-enable a sales service practice — creating solution briefs, vertical playbooks, pricing frameworks, and RFP content — ideally in a BPO or managed services context
• Familiarity with regulated sales environments — financial services, insurance, telecom — and the compliance requirements that govern outbound and inbound sales in those verticals
• Strong commercial instincts and credibility with sales and revenue operations buyers: VP Sales, CRO, VP Customer Success, Head of Inside Sales
• Excellent written and verbal communication skills; ability to synthesize complex operational and commercial topics into clear executive narratives
• Experience in customer experience (CX), BPO, digital services, or multi-country matrix organizations
• Track record of successful analyst engagement with leading industry analyst firms and published thought leadership
• Vertical depth in one or more of: travel & hospitality, telecommunications, financial services, retail, SaaS
• Experience designing and deploying outcome-based commercial structures (revenue share, cost-perqualified-lead, cost-per-close)
• Familiarity with responsible AI practices and the integration of GenAI and agentic tools into sales workflows

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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