Director of Sales Operations - Sales Center of Excellence

The Director of Sales Operations will lead our centralized Sales Center of Excellence (CoE), driving efficiency, process excellence, and productivity across our go-to-market organization. This leader will empower Account Executives (AEs) by improving productivity across new logo acquisition, cross-sell, and up-sell motions, while also partnering on renewal transactions.

This role oversees a large, multi-level operations team responsible for intake and queue management, quoting, order form creation, contract administration, and renewal execution. The ideal candidate is a strategic, hands-on operator who excels at building scalable processes, enabling sales teams, and delivering excellent internal customer service.

SYSTEMS: HubSpot CRM & ConnectWise CPQ

PRIMARY DUTIES:

Sales Assistant & Sales Support Operations

Operate a pod model aligned to go to market segments. Run an intake-to-resolution flow with clear SLAs and priority codes for tasks: meeting prep, pricing checks, quote builds, order forms, e-signature packets, approvals routing, and change orders. Design, implement, and maintain a standardized process for all order conversions.

Renewals Ownership

Support Account Executives with renewals. e.g., notifications, quotes, terms, co-terming, multi-year conversions, step-ups, de-scopes, concessions, and early-renewal motions Partner with CS & AEs on risk mitigation and save plays; maintain an on-time renewal calendar and forecast for both segments

Data Quality, Compliance, and Controls

Maintain HubSpot data standards: Companies/Contacts/Deals, Line Items, Products, Quotes, required fields, stage exit criteria, and attachment policies. Ensure approval matrix compliance and auditable documentation suitable for Finance.

People Leadership & Workforce Management

Assemble a team of Sales Support Specialists, plus a team of Renewal Specialists. Implement staffing models by volume & complexity, shift coverage, and surge plans aligned to quarter ends.

Cross-Functional Partnership

Partner closely with Sales, CS, Finance, Legal, and Marketing. Serve as executive escalation point for complex transactions.