Sales Operations Manager

Job Type:
Permanent

Sales Operations Lead
Department:

Operations Delivery (Sales)

Location:

US (Boston, MA preferred) | Hybrid

Reports to:

Sales Delivery Director

Type:

Full‑time

Role Purpose:
The Sales Operations Lead runs the day‑to‑day Sales delivery capability across SGS and/or internal teams. This leader is accountable for operational execution, team management, workforce planning, service levels, and performance outcomes for sales support and sales process operations. Unlike the Sales Excellence Lead (continuous improvement/process design), this role is focused on operational delivery: ensuring the sales engine is staffed, trained, scheduled, well‑tooled, compliant, and consistently meeting targets.

Core Responsibilities:

Operational Leadership & Execution:

Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs).

Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets.

Drive cadence: huddles, daily stand‑ups, weekly performance reviews, monthly ops health checks.

Team Management & Workforce Planning:

Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill.

Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans.

Ensure onboarding, training, and cross‑skilling align to current sales processes and tooling.

Quality, Compliance & Risk:

Own QA framework and audit readiness (call monitoring, case reviews, documentation).

Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities.

Remediate operational risks and control gaps; implement corrective actions and prevent recurrence.

Process Adherence & Tooling Readiness:

Ensure consistent application of approved sales processes, scripts, and playbooks.

Maintain operational readiness of tools (CRM/telephony/IVR, dashboards).

Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime.

Vendor/Partner Management (SGS):

Govern SGS performance against contract and SLAs.

Align training, QA, and knowledge content across internal and SGS teams.

Performance Management & Reporting:

Publish dashboards covering volume, conversion, quality, and customer metrics.

Run variance analysis, root cause, and action plans.

Collaboration & Stakeholder Management:

Partner with Sales Excellence and Transformation Office for change and readiness.

Collaborate with Underwriting, Product, Compliance, and Finance.

Key Outcomes & KPIs:

SLA adherence, backlog health, abandonment rate

Conversion rate, AHT, FCR

QA pass rate, audit results, error rate

CSAT/NPS, complaint rate

Attrition, engagement, training completion

Cost per interaction, utilization

Qualifications:

7+ years in Sales Operations or Contact Center Operations

Experience managing daily operations at scale

Familiarity with WFM, QA frameworks, CRM/telephony systems

Insurance experience preferred

Skills & Behaviours:

Operational ownership and accountability

Strong people leadership and coaching

Customer‑first decision making

Data-driven problem solving

Comfortable leading through change

Role Distinction:

Operations Lead: Owns execution, staffing, daily performance, vendor management.

Excellence Lead: Owns process design, continuous improvement, SME input to transformation.

Travel & Work Pattern:

Occasional travel to SGS and office locations (up to 20%).

Hybrid model.

What We Offer:

401(k) with competitive company matching

Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)

Company paid group term life, short‑term disability and long‑term disability coverage

24 Paid time off days plus 2 Hiscox days, 10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days

Paid parental leave

4-week paid sabbatical after every 5 years of service

Financial Adoption Assistance and Medical Travel Reimbursement Programs

Annual reimbursement up to $600 for health club membership or fees associated with any fitness program

Company paid subscription to Headspace to support employees’ mental health and wellbeing

2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in‑class health and wellness program

Dynamic, creative, and values-driven culture

Modern and open office spaces, complimentary drinks

Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non‑profits via the Hiscox USA Foundation

Salary Range: $90k-$120k
The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Please note that this position is hybrid and requires two (2) days in our office weekly.

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