Sales Director, Customer Support

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the strategy, implementation, and performance management of sales initiatives across the global service network.

• Take ownership of complete sales performance across all BPO partners, which includes goal setting, pipeline management, incentive design, and performance evaluations.

• Create and execute the annual sales strategy that aligns with customer experience, revenue, and loyalty goals.

• Collaborate with BPO leaders to mentor, develop, and assess front-line sales execution and conversion quality.

• Establish and monitor sales KPIs, such as sales conversion rates, revenue per contact, attach rates, and CSAT impact.

• Design and implement compensation, contests, and recognition initiatives.

• Work alongside the Training department to ensure a consistent sales curriculum and certification framework.

• Partner with Analytics and FP&A to report and forecast sales outcomes by site, channel, and product.

• Act as the primary contact for sales strategy within vendor governance and during weekly business reviews.

• Identify technological and process improvements that enhance sales visibility.

• Advocate for compliance, brand voice, and customer experience standards in all sales activities.

⛳️ Requirements

• 8–10+ years of progressively responsible leadership experience in sales management within a contact center or BPO setting.

• Demonstrated success in leading multi-site or outsourced teams to surpass revenue and conversion objectives.

• Strong analytical capabilities and the ability to convert performance data into actionable strategies.

• In-depth knowledge of sales enablement tools, CRM systems, and agent incentive frameworks.

• Outstanding communication, coaching, and stakeholder management abilities.

• Experience in luxury retail, hospitality, or high-touch customer settings is highly desirable.

• Capability to maintain composure under pressure and manage difficult conversations effectively.

• Proficient in identifying trends, causes, consequences, and root issues.

• Excellent written and verbal communication skills.

• A Bachelor’s degree or equivalent work experience is preferred.

• Experience in specialty/luxury retail is preferred.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Basic life insurance

• Supplemental life insurance

• Disability insurance

• Additional voluntary benefits, such as critical illness, hospital, and accident insurance