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HOW YOU’LL MAKE AN IMPACT
The Director of Sales Operations is a hands-on functional leader and people manager who will build and lead the commercial operating foundation for USGBC/GBCI and provide global oversight of sales operations, commercial processes, systems, analytics, and sales enablement.
The Director will establish effective processes, usable commercial data, forecasting discipline, Salesforce business requirements, and enablement.
They will lead the Sales Operations function, including the Sales Operations Analyst and Sales Enablement Lead, and support consistent commercial execution across all global regions.
The role is responsible for establishing and maintaining scalable sales processes, data governance, forecasting frameworks, performance reporting, and enablement resources that support market development and account management teams worldwide.
The Director of Sales Operations reports to the Global Head of Market Development and works in close partnership with the Regional Directors and Market Leads, the director of account management, customer account management and channel partner account management teams , the Client Solutions team, and the Product, Marketing, Finance, and Technology teams to support sales success across regions.
Key Responsibilities
Build the sales operations function and lead people: Establish charters, role expectations, operating priorities, methods, and service commitments. Recruit or develop approved capacity, coach and assess staff, manage workload, and prioritize resources and operational initiatives to support the development and effectiveness of the global sales operations function. Provide direct leadership, coaching, performance management, and professional development for the sales operations analyst and sales enablement leads.
Global commercial operations support: partner with the director of account management, regional directors, and market leads to establish consistent commercial processes, reporting frameworks, and operational standards that support customer acquisition, account management, and channel partner activities across all regions. Provide operational guidance and systems support without assuming direct responsibility for account management strategy, customer retention, revenue expansion, partner development, or account management team performance. Collaborate with the director of account management to ensure account management teams have the systems, reporting, process guidance, and enablement resources necessary to support their commercial responsibilities.
Establish coverage and engagement rules: Design sales territories, account hierarchies, segmentation, assignment frameworks, lead routing, regional handoffs, partner attribution, and joint-pursuit rules. Recommend equitable quota and KPI distribution across Market Leads for approval by the Regional Directors and the Global Head of Market Development. Administer approved allocations and resolve routine issues within delegated authority; and escalate strategic coverage decisions. Partner with the director of account management on account and partner coverage frameworks, handoff processes, and attribution standards.
Sales processes, pipeline management, and forecasting: establish and maintain opportunity stages, required evidence, pipeline reviews, commercial handoffs, and forecasting procedures to improve sales efficiency and effectiveness. Challenge unsupported assumptions, consolidate forecasts, and coordinate commercial plans with market development leadership and finance. Maintain visibility into commercial risks, resource capacity, and performance trends. Standardize forecasting methodologies, reporting expectations, and pipeline governance across global regions to improve data consistency and decision-making. Collaborate with the Director of Account Management to incorporate account retention, renewal, expansion, and partner revenue forecasts into consolidated commercial reporting, while account management leadership retains accountability for the underlying revenue results.
Salesforce governance, data quality, and business systems: own commercial data definitions, data quality standards, reporting priorities, and the salesforce business-improvement backlog. Oversee the sales operations analyst's business requirements, testing, and adoption activities while coordinating technical delivery and system controls with technology. Support Market Leads and Account Managers in maintaining accurate pipeline and forecasting data. Establish global CRM governance standards, data integrity practices, and user adoption expectations while ensuring system improvements support regional commercial requirements.
Sales enablement and commercial readiness: lead sales enablement priorities, including onboarding, playbooks, learning resources, tools, and process adoption for market leads, account teams, and relevant partners. Partner with product, marketing, client solutions, and service teams to ensure approved content, product-launch readiness, defined handoffs, and consistent working standards. Oversee the development and implementation of scalable global sales enablement programs that support consistent commercial capabilities across regions. Collaborate with regional directors and the director of account management to identify sales enablement needs, prioritize training and development resources, and support consistent commercial readiness across global teams.
Cross-functional commercial execution: serve as a liaison between market development teams and marketing and communications on campaign setup, audience segmentation, lead routing, and return-on-investment reporting. Collaborate with product, client solutions, finance, legal, hr, and technology to align commercial processes, customer handoffs, approval requirements, and operational priorities. Facilitate cross-regional collaboration and ensure global commercial processes are coordinated with organizational strategies and local market needs.
Commercial performance, reporting, and analytics: Monitor process adoption, customer and partner performance data, commercial performance, and cost and capacity considerations. Reconcile reporting with Finance, maintain auditable attribution, and prevent double counting or unauthorized commitments. Recommend resource and organizational adjustments based on performance evidence. Establish consistent global sales operations reporting and performance indicators to support leadership visibility into pipeline health, forecast accuracy, customer retention, expansion, and partner performance. Provide accurate and timely reporting to the director of account management and other commercial leaders, who retain accountability for customer retention, renewals, account expansion, and channel partner performance.
Operational improvement and change management: identify opportunities to improve commercial processes, system adoption, reporting accuracy, and team effectiveness. Lead operational improvements in collaboration with sales operations, technology, and regional leadership. Develop and implement scalable process improvements, documented standard operating procedures, and change-management practices that support consistent execution across global teams.
Operational governance, decision-making, and risk management: Manage sales operations team performance, operational priorities, review cadence, data standards, and enablement requirements within approved authority. Allocate work and administer approved commercial coverage frameworks and operational processes. Recommend territory planning frameworks, quota and KPI allocation methodologies, sales operations staffing, system investments, incentive reporting processes, and operational improvements. Escalate unresolved commercial process issues, sales operations capacity conflicts, disputed attribution, systems risks, and proposed operational changes to the appropriate functional le