The Sales Operations Manager is pivotal in maximizing customer value from QSC. By providing exceptional support to both partners and customers, this role leads the Customer Care Team and collaborates with the Sales Team to achieve revenue targets and secure customer loyalty. As a trusted partner and advocate for the APAC Sales Team, this role ensures that all stakeholders have a positive experience and achieve their desired outcomes with our products and services. By fostering strong relationships, the Sales Operations Manager guarantees satisfaction and retention, driving business growth and reducing churn.

The ideal candidate has extensive experience in leading a top-tier customer care team. Recognized as a strong customer advocate and a trusted resource for the Sales Team and partners, this individual possesses in-depth knowledge of processes and systems and excels at solving problems for both customers and the company.

Operational excellence and sales enablement

• Develop and implement key processes, including but not limited to opportunity management, dealer application and partner onboarding.
• Collaborate with Sales Operations and Sales Enablement Business Council to align go-to-market strategies and share learnings with other regions.
• Align with other regions and cross-functional teams to optimize and automate ERP and CRM platforms to improve process and system efficiency. This may includes streamlining workflows, automating repetitive tasks, and implementing best practices.
• Enable Customer Care Team to properly support new programs and sales strategies by ensuring the team are trained, and the systems and tools are ready to support the new programs.

Revenue Attainment

• Effective management of APAC backlog to meet monthly and regional goals. Work extensively with Customer Care Team, Sales team and Logistics to eliminate order issues and other challenges that prevents fulfillment of orders.
• Work with Sales and Customer Care team to prioritize constraint material against sales demand.
• Create a material risk list. Work collaboratively and closely with Credit and Global Logistics team weekly to ensure revenue targets are met.

Leading the team and other responsibilities

• Responsible for talent development, training, recruiting, hiring, coaching and mentoring of team.
• Handle escalations from Customer Care Team on complex issues.
• Plan budget and department resources.
• Ensure team compliance to departmental policies, processes, and SOPs.
• Develop and implement performance analytics and KPIs to measure the workload of order entry and cases to manage and balance workload.

• B. A. degree in Business Management or equivalent work experience in Customer Service.
• A minimum of ten (10) years work experience in customer service organization,
• AV industry experience is a plus.
• Detail-oriented and proficiencies in collaboration and communication with Sales and other Customer Service cross-functional team members.
• Exceptional collaboration and communication skills working with Sales, Customers/Partners, and cross-functional teams.
• Ability to write policies, processes, and work instructions.
• Ability to present in large groups and at the executive level.
• Demonstrated leadership skills leading a customer success team.
• Exceptional problem-solving skills.
• Excellent organization management skills.
• Excellent de-escalate skills.
• Highly proficient in navigating and managing multiple platforms/applications simultaneously and efficiently.
• Microsoft 365 Suite (Word, Excel, PP, Outlook, Teams)