DIRECTOR, DMW SALES OPERATION (Manufacturing)

Summary

The Director of Sales Operations at Distribution Management plays a crucial role in driving operational excellence across our sales channels and internal operational departments. This individual is a critical component of our sales organization, ensuring seamless reporting, optimizing processes, aligning sales support, order processing, handling customer escalations, and fostering cross-functional collaboration.

In this role, you will be a data-driven leader who excels at solving complex operational challenges and identifying trends before they become issues. You will empower our sales, pricing, and support teams with the tools and insights they need to achieve peak performance. Your collaborative approach will involve working closely with executive leadership, development, supply chain, and product management partners to ensure consistent growth, operational efficiency, and accuracy, as well as profitability.

Major responsibilities include:

Sales & Operations Reporting

Oversee daily/weekly/monthly review of operational dashboards (DM Executive, Wholesale Dashboards, Box Counts, Equipment Performance, Deferred Orders, etc.).

Monitor critical KPIs including revenue, gross profit, deferred orders, order velocity, unusual credits, and shipping performance.

Proactively identify and escalate operational red flags affecting order flow, revenue recognition, or margin dilution. Ensure cross-departmental communication with any identified items affecting other departments.

Sales Process Enablement & Order Flow Optimization

Collaborate with Sales, Sales Support and other internal teams to streamline quote-to-order processes.

Monitor order accuracy, identify deferred order patterns, and implement corrective mapping strategies.

In strong collaboration with other internal departments, serve as product owner liaison for foundational tools that apply to Sales Operations (Gold, Ordering site, etc.), overseeing enhancement requests, priorities, ROI, and grooming of user stories.

Customer Experience & Escalations

Act as a final escalation point for customer care issues related to order disputes, tax exemption changes, address corrections, and denied claims.

Review high-value customer credits and disputes, making informed judgment calls on financial impact, responsibility, and GP margin implications.

Work closely with eCommerce and vendor partners (HP, Lexmark, Amazon, Walmart, Staples, Target, etc.) on order integrity, service levels, and claims processing.

Leadership & Cross-Functional Collaboration

Facilitate alignment across Sales Support and Customer Care teams along with other DM Departments via weekly and monthly touchpoints.

Provide guidance, mentorship, and leadership to cross-functional stakeholders while reinforcing a culture of process ownership and continuous improvement

Support & Communication

Manage reporting such as vendor chargebacks, contract expirations, and fulfillment oversight (label creation, undelivered shipments).

Deliver timely communication regarding vendor updates, SLA misses, and systemic changes.

Represent Sales Operations in planning meetings focused on revenue strategy, margin expansion, and operational innovation.