Senior Manager -Operations

How will you make an impact in this role? 

The Senior Manager, Sales Tools Support & Insights will lead the day-to-day operation supporting sales colleagues across the GCS sales tools ecosystem. This role will oversee support operations, issue management, knowledge management, service analytics, and continuous improvement initiatives designed to simplify the colleague experience.

This leader will manage a team responsible for operating the sales tools ecosystem while continuously improving it. Team members are expected to deliver operational excellence across platform administration, governance, support, and business-owned configuration activities while continually identifying opportunities to simplify, automate, or eliminate recurring work.

The successful candidate will build a culture where success is measured not only by how well today's operations are executed, but by how effectively tomorrow's operational workload is reduced.

Shift Time: 3:30 PM - 11:30 PM IST

Responsibilities include:

Service Operations

• Lead a team supporting sales colleagues across CRM, Guided Selling, Content Management, AI, and related sales tools platforms
• Manage service queues, operational workflows, workload balancing, and escalation processes
• Ensure timely and high-quality resolution of colleague questions, issues, and requests
• Maintain operational performance against established service level objectives

Platform Operations

• Lead day-to-day business administration across the sales tools ecosystem, including Outreach, Seismic, and future platforms.
• Manage business-owned platform configuration activities including email templates, sales sequences, workflow configurations, content updates, user-facing assets, and operational administration.
• Execute governance responsibilities including controls, risk assessments, periodic reviews, documentation, audit support, and operational risk management.
• Ensure all operational activities are delivered accurately, consistently, and in accordance with enterprise standards.
• Identify recurring operational activities that can be standardized, automated, simplified, or eliminated through process improvement or product enhancements.

Drive Continuous Improvement

• Analyze recurring support requests and identify root causes driving support demand
• Identify recurring administrative activities including platform configuration, controls execution, and support processes that can be simplified, standardized, automated, or eliminated through product enhancements and workflow redesign.
• Partner with Product Development, Strategy, and Technology teams to address systemic issues impacting colleague experience
• Maintain a pipeline of improvement opportunities and track realized benefits

Own Knowledge Management & Self-Service

• Build and maintain knowledge articles, FAQs, troubleshooting guides, and self-service resources
• Improve discoverability and usability of support content through workflow integration and AI-enabled experiences
• Drive adoption of self-service solutions and measure effectiveness

Lead Insights & Analytics

• Manage support analytics, operational reporting, and colleague experience metrics
• Supervise the team’s Insights Analyst and ensure findings are translated into actionable recommendations
• Identify emerging trends, adoption challenges, and operational risks
• Produce recurring reporting highlighting friction points, demand drivers, and improvement opportunities

Support New Capability Launches

• Support operational readiness activities for new tools, enhancements, and AI-enabled capabilities
• Establish support models and readiness plans for new launches
• Capture launch-related feedback and rapidly identify opportunities for improvement

Build a Culture of Change & Agility

• Foster a continuous improvement mindset across the team
• Encourage experimentation and innovation in support processes
• Promote a culture where recurring issues are viewed as opportunities for elimination rather than acceptance
• Help the team adapt quickly to evolving tools, workflows, and business priorities

Success in this role will be measured by:

• Reduction in support demand and recurring issues
• Increased self-service utilization
• Improved colleague satisfaction
• Improved operational efficiency
• Quality of insights generated from support interactions
• Speed of issue identification and root cause resolution
• Team engagement and continuous improvement outcomes

Minimum Qualifications

• Experience leading operational support, service operations, customer experience, or technology operations teams
• Demonstrated success driving process improvement, automation, or operational transformation initiatives
• Strong analytical and problem-solving skills with ability to identify trends and root causes
• Experience leveraging operational data to drive decisions and improvements
• Strong communication and stakeholder management capabilities
• Ability to balance operational execution with long-term transformation goals

 

Preferred Qualifications

• Experience working within Agile, product, technology, or digital environments preferred
• Experience managing offshore teams and developing talent preferred
• Familiarity with CRM, sales enablement, workflow platforms, AI-enabled solutions, or enterprise software ecosystems preferred