Operations Director

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the daily operations of the inside sales team.

• Manage staff schedules, coverage, weekend rotations, and attendance records.

• Recruit and onboard new representatives, enhancing their productivity swiftly.

• Evaluate call performances and provide coaching to representatives for improvements.

• Monitor metrics such as speed to lead, contact rates, booking rates, and show rates.

• Take action when performance indicators show a decline.

• Address performance issues and engage in challenging conversations as needed.

• Document processes to minimize reliance on specific individuals.

• Identify ineffective processes and highlight them for enhancement.

• Design team operations, coverage strategies, coaching methods, and onboarding documentation.

• Collaborate closely with the Head of Operations and the Sales Operations leader.

• Take ownership of the team's performance statistics and conduct regular reviews.

• Modify the role's responsibilities as the team expands.

⛳️ Requirements

• Proven experience in managing an inside sales or appointment-setting team.

• Background as a team lead or sales floor manager, providing daily coaching to representatives.

• Experience in sales operations or support operations with a focus on people management.

• Familiarity with home services or remodeling sectors, overseeing teams that schedule in-home appointments.

• Experience in selling or securing appointments via phone communication.

• Demonstrated accountability for team performance metrics.

• Ability to listen to calls and pinpoint areas for improvement.

• Skill in managing difficult performance-related conversations directly.

• Strong organizational skills and the ability to maintain team structure.

• Comfort with ambiguity and adaptability to rapid changes.

• Willingness to commit to 60–70 hour work weeks.

• Availability for coverage during lead influx, including some weekends.

• Authorization to work in the US or Canada.

🏝️ Benefits

• Equity included in total compensation package.

• Remote work opportunities available within the US and Canada.

• Chance to influence team operations and playbook development.

• Direct collaboration with the Head of Operations and Sales Operations lead.

• Significant ownership of team responsibilities within the first two weeks.