Sales Operations Manager

Sales Infrastructure & Systems (Business Ownership; IT Partnership)

• Serve as the business owner and primary liaison for CRM and sales enablement platforms.
• Define sales requirements, workflows, and reporting needs in partnership with Sales leadership.
• Collaborate with IT on system configuration, integrations, enhancements, and releases.
• Own system adoption, data standards, and reporting accuracy across all Health & Life sales teams.
• Ensure sales systems support scalable, compliant, and efficient execution.
• Govern how sales uses systems (IT owns technical administration and architecture).

Lead Lifecycle, Input Quality & Routing

• Design and maintain the end-to-end lead lifecycle, from capture through won or closed-lost.
• Define and enforce lead intake standards, including mandatory fields, source attribution, and contact requirements.
• Own lead routing logic across products, channels, territories, and agent segments.
• Establish, monitor, and improve speed-to-lead and response SLAs.
• Partner with Marketing on lead definitions, scoring criteria, recycling rules, and nurture handoffs across Health & Life lines of business.

Pipeline Hygiene & Conversion Optimization

• Define opportunity stages, exit criteria, required data, and next-step expectations.
• Enforce pipeline hygiene standards to preserve accurate and actionable forecasting.
• Analyze conversion performance across the funnel (Lead to Contact, Contact to Appointment, Appointment to Application, Application to Issued).
• Identify friction points by channel, carrier, product, market, and agent segment, and recommend operational improvements.

Channel Performance Enablement

• Ensure systems and processes support consistent execution across all channels (ACA, Medicare, ICHRA, Group Health, Ancillary).
• Prepare workflows, controls, and reporting in advance of new channel or market launches.
• Partner with the Director of Sales and Sales Leadership to support channel-specific execution (without owning revenue strategy).

Contracting, Onboarding & Appointments

• Own business workflows for agent contracting, onboarding, carrier appointments, and readiness validation.
• Standardize operational processes while complying with carrier and regulatory requirements.
• Reduce administrative latency impacting time to first sale.

Training Enablement & Project Management

• Own training, certification, and licensing enablement systems and tracking infrastructure.
• Partner with Training and Compliance to ensure agents meet operational requirements prior to production.
• Ensure readiness criteria and dependencies are visible and enforced.
• Work closely with the SVP to develop and manage the Health & Life operational project roadmap.

Performance Reporting & Revenue Intelligence

• Serve as the system-of-record owner and steward for sales performance data.
• Co-Build and maintain executive dashboards covering lead volume and source mix, speed-to-lead and SLA compliance, conversion rates by stage and channel, agent and agency productivity, and pipeline health and aging.
• Translate performance insights into clear, actionable recommendations that improve throughput, conversion, and execution discipline.