Job Description: • 2-minute read •
The Director of Sales Operations will drive the definition and execution of strategies for acquisition of Xfinity Home Security Customers through Call Center Inbound and Outbound Sales channels. The role will report to Exec. Director Xfinity Home Business Unit and will partner with National Customer Operations (NCO) team to manage sales operations enabling Xfinity Home call center agents to deliver a world class sales experience. Director will be responsible for developing short and long-term strategic plan aimed at increasing sales conversion, improve quality of sales, improve sales to install ratio & retention rate of customers post install. Director will own developing and/or fixing business processes that has been identified as barriers to sale and implement policy /process changes that will accelerate sales growth.
Primary Responsibilities:
Inbound & Outbound Sales Channel Management:
- As lead for the Xfinity Home Business Unit, define the strategy for the divisional inbound sales channel to meet the goal for budgeted connects for Xfinity Home Security
- Manage and be accountable for the inbound sales centers in the Northeast, Central and West Divisions to deliver the mutually agreed XH connect goals
- Identify opportunities to enhance sales performance in the inbound sales centers and facilitate the creation and provision of process documents, sales aids, training material and other business updates that support sales performance
- Ensure that suitable sales incentive programs are in place to promote the desired sales performance in the centers
- Track the performance of the centers weekly, monthly and quarterly, summarize results for Xfinity Home leadership and divisional partners
- Identify opportunities for performance enhancement, communicate strategies for improvement to divisional partners, obtain their buy-in and develop programs to drive performance enhancement
- Work with cross functional teams across the company to continuously baseline sales performance, derive best practices and drive the implementation of such practices to enhance performance to exceed business goals.
Drive Cross-functional Strategic Initiatives to Accelerate Sales:
- Collaborate with Sales, Marketing, Product, Business Ops, Tech Ops, National Customer Operations, and other stakeholder groups to identify opportunities to derive incremental Xfinity Home Security connects
- Program Manage key improvement initiatives drawing clear project schedules, provide regular project updates, host weekly meetings, manage templates, documents, and contact lists
- Work with cross functional teams to ensure goals are met in a timely and organized fashion
- Summarize updates for communication to senior management / executive leadership
- Demonstrate excellent program management skills and directly own specific strategic initiatives if necessary, to ensure successful delivery of projects on time, in line with budget expectations and in line with strategy.
Minimum Requirements:
- Must have an Undergraduate degree or equivalent (MBA preferred) with a minimum of 10 years of experience in Sales operations, of which a significant part of includes call center operations
- Minimum 8 years prior experience in a management or leadership position
- Skilled in managing and developing people and providing coaching and feedback to encourage and motivate individuals and groups
- Project Management designation is a plus
- Proven strategic problem solver with a track record of delivering original solutions backed up by strong empirical analytics
- Able to analyze current work processes and systems and recommend improvement opportunities to senior management
- Capable of communicating clearly, articulately, and effectively with co-workers and clients in one-on-one and group situations with ability to influence groups of support organizations to achieve goals
- Previous sales experience in Home Security industry or related Comcast Sales experience is an added plus.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
The Director of Sales Operations will drive the definition and execution of strategies for acquisition of Xfinity Home Security Customers through Call Center Inbound and Outbound Sales channels. The role will report to Exec. Director Xfinity Home Business Unit and will partner with National Customer Operations (NCO) team to manage sales operations enabling Xfinity Home call center agents to deliver a world class sales experience. Director will be responsible for developing short and long-term strategic plan aimed at increasing sales conversion, improve quality of sales, improve sales to install ratio & retention rate of customers post install. Director will own developing and/or fixing business processes that has been identified as barriers to sale and implement policy /process changes that will accelerate sales growth.
Inbound & Outbound Sales Channel Management:
- As lead for the Xfinity Home Business Unit, define the strategy for the divisional inbound sales channel to meet the goal for budgeted connects for Xfinity Home Security
- Manage and be accountable for the inbound sales centers in the Northeast, Central and West Divisions to deliver the mutually agreed XH connect goals
- Identify opportunities to enhance sales performance in the inbound sales centers and facilitate the creation and provision of process documents, sales aids, training material and other business updates that support sales performance
- Ensure that suitable sales incentive programs are in place to promote the desired sales performance in the centers
- Track the performance of the centers weekly, monthly and quarterly, summarize results for Xfinity Home leadership and divisional partners
- Identify opportunities for performance enhancement, communicate strategies for improvement to divisional partners, obtain their buy-in and develop programs to drive performance enhancement
- Work with cross functional teams across the company to continuously baseline sales performance, derive best practices and drive the implementation of such practices to enhance performance to exceed business goals.
Drive Cross-functional Strategic Initiatives to Accelerate Sales:
- Collaborate with Sales, Marketing, Product, Business Ops, Tech Ops, National Customer Operations, and other stakeholder groups to identify opportunities to derive incremental Xfinity Home Security connects
- Program Manage key improvement initiatives drawing clear project schedules, provide regular project updates, host weekly meetings, manage templates, documents, and contact lists
- Work with cross functional teams to ensure goals are met in a timely and organized fashion
- Summarize updates for communication to senior management / executive leadership
- Demonstrate excellent program management skills and directly own specific strategic initiatives if necessary, to ensure successful delivery of projects on time, in line with budget expectations and in line with strategy.
Minimum Requirements:
- Must have an Undergraduate degree or equivalent (MBA preferred) with a minimum of 10 years of experience in Sales operations, of which a significant part of includes call center operations
- Minimum 8 years prior experience in a management or leadership position
- Skilled in managing and developing people and providing coaching and feedback to encourage and motivate individuals and groups
- Project Management designation is a plus
- Proven strategic problem solver with a track record of delivering original solutions backed up by strong empirical analytics
- Able to analyze current work processes and systems and recommend improvement opportunities to senior management
- Capable of communicating clearly, articulately, and effectively with co-workers and clients in one-on-one and group situations with ability to influence groups of support organizations to achieve goals
- Previous sales experience in Home Security industry or related Comcast Sales experience is an added plus.
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
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