Business Operations Manager (Customer Service)

The Operations Manager plays a mission-critical role in Companys growth and execution. This position is responsible for building, owning, and scaling all sales and operations processes end-to-end. The goal of this role is to create a system so strong and well-documented that the business continues to run smoothly even in the managers absence.

This is a hands-on leadership role, not a reporting-only or coordination position. The ideal candidate is a builder, operator, and people leader who thrives in fast-paced environments, loves structure, and obsesses over data, KPIs, and execution quality.

This role acts as the single point of accountability between sales, proposal design, call center, and operations teams, ensuring zero confusion, zero leakage, and consistent performance.

Key Responsibilities

Process Ownership & System Building

• Design, implement, document, and continuously improve all sales and operations workflows
• Build clear SOPs for every function, including calls, proposals, handoffs, escalations, QA, and reporting
• Ensure processes are scalable, repeatable, and enforced consistently across teams

• Own the sales-to-operations handoff process and eliminate delays, miscommunication, and errors
• Act as the bridge between sales teams, proposal designers, and operations
• Ensure sales teams provide complete, accurate information before deals move forward

• Define, track, and manage all sales and operations KPIs
• Build and maintain dashboards for daily, weekly, and monthly performance tracking
• Run weekly performance reviews and enforce accountability across teams
• Identify bottlenecks, trends, and performance gaps using data and take corrective action

• Own call workflows, recordings, QA processes, and feedback loops
• Monitor call quality, scripts, adherence, and coaching effectiveness
• Ensure teams meet US customer communication standards and compliance expectations

• Oversee proposal design workflows to ensure speed, accuracy, and quality
• Ensure proposal designers follow SOPs, meet turnaround times, and maintain technical accuracy
• Review errors, rework trends, and root causes to reduce repeat issues

• Hire, train, coach, and performance-manage sales ops, proposal, and support teams
• Set clear expectations, goals, and accountability standards
• Address underperformance quickly and professionally
• Build a culture of ownership, urgency, and continuous improvement

• Own CRM, dialer, proposal platforms, and reporting tools
• Ensure clean data, correct permissions, structured workflows, and adoption across teams
• Work with leadership to evaluate and implement new tools when needed

• Proactively identify operational risks and resolve issues before leadership involvement
• Handle escalations related to sales, proposals, customer communication, or internal breakdowns
• Ensure smooth daily operations with minimal dependency on founders or senior leadership

Experience

• 5+ years of experience in Sales Operations, Business Operations, or Operations Management
• Proven experience working with US customers or US-based sales teams
• Experience managing call centers, proposal teams, or sales support functions
• Prior experience building processes from scratch is highly preferred

• Strong analytical and KPI management skills
• Excellent English communication (written and verbal) for US-facing interactions
• High attention to detail with zero tolerance for sloppy execution
• Strong project management and prioritization skills
• Comfortable working US shifts or overlapping US business hours

• Builder mindset enjoys creating systems, not just maintaining them
• Highly organized, disciplined, and execution-focused
• Comfortable enforcing standards and holding people accountable
• Proactive problem-solver who takes ownership without waiting for instructions
• Thrives in a fast-paced, high-growth environment