Operations Manager

Overview

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

 

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Responsibilities

The Operations Manager will support a specific client by leading client service and operations activities, including developing relationships and providing consultative support to ensure the success of the program. Additional responsibilities may include the development of staff assigned to the program, interacting with client leadership and successfully demonstrating the value of using sales enablement tools to enhance sales performance.

 

Essential Job Functions:

• Daily interaction and communication with multiple levels of the client’s leadership and team assigned to the program
• Ensure daily focus is on meeting/exceeding client performance measures and increasing client satisfaction
• Consult on the effectiveness and validity of dashboards and KPIs (Key Performance Indicators) to increase consistent use of sales enablement technologies and trends in technical capabilities including available telecommunications features
• Coach and guide sales leaders on utilizing tools and understanding and using sales performance metrics to drive improvement
• Respond with a sense of urgency to escalated problems and partner with appropriate levels of management for quick resolution
• Oversee and/or direct investigations of client issues with appropriate team members to bring issue to resolution; implement changes in procedures and/or provide improvement feedback
• Develop a cadence and lead refreshers/create a client master file for sales leadership on sale process concepts to help reinforce the value of why the concept matters and how it applies
• Provide appropriate documentation/justification for deviations from client expectations
• Assess profitability, recommend actions, and sell the value of quality CRM information at the seller, sales management, and site leadership levels
• Diagnose gaps in sales culture, behaviors, processes, and tools; work across the business and with various levels of leadership to close those gaps
• Provide training, coaching and guidance to client leaders/team members on utilizing sales enablement tools and understanding sales performance impact
• Ensure compliance with business continuity planning and audit procedures and practices as required

Qualifications

Required Knowledge, Skills, and Abilities:

• Must be proficient with Microsoft Dynamics 365 CRM or similar concept
• Strong analytical and decision-making skills
• Excellent written, oral, and virtual communication skills
• Excellent collaboration, team building and facilitation/training skills
• Proficient in MS Office (Word, Excel, PowerPoint, etc.)
• Ability to prioritize, organize, problem solve, meet deadlines and goals
• Demonstrated ability to work in a team-oriented environment that is fair, open, and honest
• Ability to tackle complex issues and develop innovative and practical solutions
• Action and detail oriented; able to prioritize while handling multiple tasks

Job Requirements:

• Bachelor’s degree in business administration, marketing, related field, or equivalent experience in lieu of degree
• Minimum two years supervisory or leadership experience
• Demonstrated experience with increasing responsibility in business-to-business environment in sales, management, operations, MIS, client services or related field
• Familiarity with Korn Ferry/Miller Heiman Strategic and Conceptual Selling or similar strategy highly desired
• Minimum 20% travel to client locations with overnight stay
• Based on assigned client and sites domestic and/or international travel may be required
• Remote or in-office work is based on location assigned

Additional Information

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@marketsource.com.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable, in accordance with the Los Angeles County Fair Chance Ordinance for Employers, Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position, as outlined above, may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others." Individual compensation offered for this position will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.