Sales Operations Manager
Ramco Specialties Inc, Cleveland, OH, United States
The Sales Operations Manager is responsible for building and enforcing the commercial operating system that drives predictable revenue growth. This role leads Inside Sales execution, oversees Customer Service performance, and ensures pipeline discipline, CRM integrity, and cross-functional coordination.
The position carries direct accountability for outbound productivity, pipeline health, service-level performance, and commercial reporting accuracy.
ESSENTIAL FUNCTIONS
Direct day-to-day management of Inside Account Executives
Establish and enforce outbound activity expectations (call reach, call frequency, prospecting cadence)
Monitor CRM hygiene and opportunity tracking discipline
Conduct structured weekly 1:1 coaching session(s)
Identify performance gaps and implement corrective action plans
Customer Service Management
Direct management of Customer Service team members
Define and monitor service-level standards (quote turnaround, order acknowledgment, issue resolution timing)
Ensure clear escalation pathways for customer concerns
Improve communication flow between Sales, Operations, and Engineering
Identify recurring friction points and drive process improvement
Commercial Operations & Reporting
Own integrity of CRM data and commercial dashboards
Maintain Power BI reporting accuracy
Prepare weekly and monthly commercial performance summaries
Serve as primary operational liaison between Commercial leadership and cross-functional departments
Support special projects and commercial initiatives as assigned by the CCO
METRICS & PERFORMANCE EXPECTATIONS
Outbound activity compliance %
CRM hygiene compliance %
Opportunity aging reduction
SLA adherence (Customer Service)
Conversion rate improvement
Forecast accuracy variance
COMPENSATION STRUCTURE
Base salary plus performance-based incentive (20% of base) tied to measurable commercial performance indicators, including outbound activity compliance, pipeline development, revenue performance, service-level adherence, and reporting accuracy.
REQUIRED EDUCATION AND EXPERIENCE
Minimum 5 years of B2B sales experience (industrial or manufacturing preferred)
Minimum 2 years of sales leadership or team management experience
Demonstrated experience using CRM systems for pipeline management
Strong analytical and reporting capabilities
PREFERRED QUALIFICATIONS
Experience leading inside sales or outbound sales teams
Experience in manufacturing or engineered product environments
Familiarity with Power BI or comparable reporting tools
Experience implementing sales process discipline or performance frameworks
COMPETENCIES
Leadership
– Sets clear expectations; holds team members accountable; provides constructive coaching and performance feedback
Commercial Acumen
– Understands pipeline development, pricing dynamics, and revenue drivers
Analytical Thinking
– Uses data to identify trends, gaps, and improvement opportunities
Communication
– Communicates clearly across departments and organizational levels
Execution Discipline
– Demonstrates urgency, follow-through, and attention to detail
ROLE INTENT The Sales Operations Manager exists to create execution discipline within the commercial organization. This role owns the daily operating rhythm of Inside Sales, ensures customer service performance standards are met, and enforces accountability across pipeline development and reporting.
Acting as a force multiplier to the Chief Commercial Officer, this position converts strategy into measurable outcomes by driving activity standards, coaching performance, maintaining CRM integrity, and aligning commercial operations with company objectives. The role is accountable for improving productivity, increasing conversion efficiency, and strengthening cross-functional coordination.
PHYSICAL DEMANDS The physical demands of a sales engineer position can vary depending on the position. Some positions may involve frequent bending, moving, lifting, and carrying material weighing up to fifteen pounds. Representatives will frequently sit for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.
WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to sit and talk or hear. The person in this position frequently is required to walk and climb stairs. Also, it is regularly required to stand; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.
DISCLAIMER This job description is not a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Ramco Specialties, Inc. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the job holder’s responsibility.
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The position carries direct accountability for outbound productivity, pipeline health, service-level performance, and commercial reporting accuracy.
ESSENTIAL FUNCTIONS
Direct day-to-day management of Inside Account Executives
Establish and enforce outbound activity expectations (call reach, call frequency, prospecting cadence)
Monitor CRM hygiene and opportunity tracking discipline
Conduct structured weekly 1:1 coaching session(s)
Identify performance gaps and implement corrective action plans
Customer Service Management
Direct management of Customer Service team members
Define and monitor service-level standards (quote turnaround, order acknowledgment, issue resolution timing)
Ensure clear escalation pathways for customer concerns
Improve communication flow between Sales, Operations, and Engineering
Identify recurring friction points and drive process improvement
Commercial Operations & Reporting
Own integrity of CRM data and commercial dashboards
Maintain Power BI reporting accuracy
Prepare weekly and monthly commercial performance summaries
Serve as primary operational liaison between Commercial leadership and cross-functional departments
Support special projects and commercial initiatives as assigned by the CCO
METRICS & PERFORMANCE EXPECTATIONS
Outbound activity compliance %
CRM hygiene compliance %
Opportunity aging reduction
SLA adherence (Customer Service)
Conversion rate improvement
Forecast accuracy variance
COMPENSATION STRUCTURE
Base salary plus performance-based incentive (20% of base) tied to measurable commercial performance indicators, including outbound activity compliance, pipeline development, revenue performance, service-level adherence, and reporting accuracy.
REQUIRED EDUCATION AND EXPERIENCE
Minimum 5 years of B2B sales experience (industrial or manufacturing preferred)
Minimum 2 years of sales leadership or team management experience
Demonstrated experience using CRM systems for pipeline management
Strong analytical and reporting capabilities
PREFERRED QUALIFICATIONS
Experience leading inside sales or outbound sales teams
Experience in manufacturing or engineered product environments
Familiarity with Power BI or comparable reporting tools
Experience implementing sales process discipline or performance frameworks
COMPETENCIES
Leadership
– Sets clear expectations; holds team members accountable; provides constructive coaching and performance feedback
Commercial Acumen
– Understands pipeline development, pricing dynamics, and revenue drivers
Analytical Thinking
– Uses data to identify trends, gaps, and improvement opportunities
Communication
– Communicates clearly across departments and organizational levels
Execution Discipline
– Demonstrates urgency, follow-through, and attention to detail
ROLE INTENT The Sales Operations Manager exists to create execution discipline within the commercial organization. This role owns the daily operating rhythm of Inside Sales, ensures customer service performance standards are met, and enforces accountability across pipeline development and reporting.
Acting as a force multiplier to the Chief Commercial Officer, this position converts strategy into measurable outcomes by driving activity standards, coaching performance, maintaining CRM integrity, and aligning commercial operations with company objectives. The role is accountable for improving productivity, increasing conversion efficiency, and strengthening cross-functional coordination.
PHYSICAL DEMANDS The physical demands of a sales engineer position can vary depending on the position. Some positions may involve frequent bending, moving, lifting, and carrying material weighing up to fifteen pounds. Representatives will frequently sit for extended periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.
WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to sit and talk or hear. The person in this position frequently is required to walk and climb stairs. Also, it is regularly required to stand; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.
DISCLAIMER This job description is not a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Ramco Specialties, Inc. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job, duties and responsibilities that may be inherent in a job, reasonably required for its performance, or required due to the changing nature of the job shall also be considered part of the job holder’s responsibility.
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