Sr Sales Operations Director (Sales)

Drive Revenue Growth:
o Develop and implement a comprehensive sales and marketing strategy to expand revenue across all product lines, including parts, extended warranties, Greenlite cashless software, on-site technical and repair services, and implementation services.
o Oversee the company's e-commerce platform, ensuring its effective operation and optimization for sales conversion and customer experience.
o Analyze sales data and market trends to identify new opportunities and develop effective sales strategies.
o Build and maintain strong relationships with key customers and partners.
o Stay on top of industry trends and technological advancements, incorporating new solutions and services to enhance the company's offerings.
Lead and Manage Call Center Operations:
o Oversee the day-to-day operations of the technical support and call center operations, ensuring efficient and effective handling of customer inquiries and technical support requests.
o Develop, lead and mentor the call center team, fostering a culture of customer-centricity, problem-solving, and continuous improvement.
o Implement performance metrics and quality assurance programs to monitor and enhance the call center's effectiveness.
Develop and Manage Service Network:
o Establish and maintain a nationwide network of qualified service technicians and independent service providers to provide on-site repair, implementation, and installation services to customers.
o Develop and implement service delivery standards, ensuring timely and professional service execution by both internal technicians and independent contractors.
o Manage service contracts and negotiate pricing with service providers and independent contractors.
o Monitor and evaluate the performance of the entire service network, including both internal technicians and independent contractors, ensuring customer satisfaction and operational efficiency.
Customer Service Excellence Management:
o Develop and implement strategies to enhance customer service excellence across all touchpoints.
o Monitor customer satisfaction levels and identify areas for improvement.
o Implement training programs and initiatives to enhance customer service skills and knowledge within the team.
o Foster a customer-centric culture within the organization, prioritizing customer needs and satisfaction.
Warranty Administration:
o Manage warranty claims, ensuring compliance with company policies and industry regulations.
o Act as a liaison between customers, independent service technicians, and the company, facilitating effective communication and resolution of warranty issues.
o Process warranty claims, track documentation, and ensure proper paperwork is completed.