Sales Operations Manager

Position Overview:

The Sales Operations Manager is a critical player in optimizing and scaling our commercial processes, tools, systems, and communication. This role requires a strategic thinker with a hands-on approach to managing CRM systems, driving continuous improvement through lean methodologies, and overseeing key operational areas such as field inventory, service management, contract execution, and warranty workflows. The ideal candidate will have experience in medical devices and thrive in a regulated, fast-paced environment, and is proactive with a positive can-do attitude.

Key Responsibilities:

Systems & Process Optimization

• Lead the implementation and optimization of customer service activities in ERP (e.g., NetSuite) and CRM (e.g., Salesforce) systems and align with sales workflows and business needs
• Define and enhance commercial processes using Lean Six Sigma or similar continuous improvement methodologies
• Establish and maintain standard operating procedures (SOPs) that support scalability and efficiency across commercial functions

Sales Operations

• Create and manage accurate dashboards and KPIs for executive reporting
• Ensure sales data integrity across CRM and ERP systems; develop controls and audit routines
• Implement effective customer creation and management processes.
• Collaborate with Finance and Marketing to support territory forecasting and planning, filed inventory targets, and customer support needs.

Inventory & Service Management

• Oversee field inventory management, including allocation, tracking, replenishment, and reconciliation of demo, consigned, and loaner devices
• Manage and implement workflows for device servicing, RMAs, and service contracts
• Ensure smooth coordination between sales and operations for device availability, order fulfillment, and service readiness

Contract & Warranty Management

• Manage the execution of customer contracts, including pricing approvals, terms coordination, expiration and renewal, and documentation.
• Track and administer warranty coverage, expirations, and service entitlements in alignment with ERP data
• Serve as a liaison between legal, sales, and finance to ensure compliant and efficient contract workflows

Qualifications:

• Bachelor’s degree in Business, Operations Management, Information Systems, or related field; MBA or advanced certification a plus
• 5–8 years’ experience in Sales Operations, preferably within the medical device industry
• Proven experience implementing and optimizing ERP and CRM platforms (NetSuite and Salesforce preferred)
• Familiarity with Lean, Kaizen, or Six Sigma methodologies and a continuous improvement mindset
• Experience in inventory control, field logistics, or service management in a commercial organization
• Working knowledge of contract lifecycle management and regulatory compliance in a healthcare environment
• Proficient in Excel and BI tools such as Power BI or Tableau

Preferred Skills:

• Project management certification (PMP, Six Sigma Green/Black Belt)
• Experience managing sales tools such as CPQ, e-signature platforms, or contract management systems
• Knowledge of FDA regulations and ISO standards impacting medical device sales and service operations