Director of Inside Sales

Description

The Director of Inside Sales is a strategic and results-driven leader responsible for driving revenue growth, operational excellence, and team performance across the Inside Sales, Confirmation, Dispatch, and Verification departments. This role ensures seamless coordination from the first customer interaction to the confirmed/qualified appointment, which lays the foundation for successful in-home sales experiences. You will lead multiple teams that play a critical role in customer engagement, lead management, and operational coordination, ensuring that every lead is maximized, every appointment is solid, and every customer touchpoint reflects the company’s commitment to excellence.

Key Responsibilities

Leadership & Strategy

• Develop and execute the overall strategy for Inside Sales, Confirmation, Dispatch, and Verification functions.
• Translate company goals into clear departmental objectives and measurable performance targets.
• Lead and mentor department managers to drive accountability, efficiency, and team development.
• Build a high-performance culture rooted in coaching, collaboration, and continuous improvement.
  
  

Sales & Conversion Performance

• Own the end-to-end lead conversion funnel — from inbound/raw lead to confirmed/issued appointment.
• Set and track KPIs for contact rate, set rate, confirmation rate, customer/sales reset rates, and revenue contribution.
• Partner with Marketing, Field Marketing, and Sales to improve lead quality, conversion efficiency, and ROI.
• Analyze performance data and implement strategies to increase productivity, contact-to-set ratio, and appointment quality.
  
  

Operational Oversight

• Oversee daily operations across Inside Sales, Confirmation, Dispatch, and Verification to ensure process consistency and high-quality customer experience.
• Implement and refine standard operating procedures (SOPs), scripts, and communication protocols.
• Ensure timely and accurate dispatching of sales representatives, optimizing schedule efficiency and reducing travel time.
• Oversee Verification processes to maintain data integrity, vendor and departmental compliance, and customer confidence.
  
  

Team Development & Leadership

• Recruit, train, and develop management talent within each sub-department.
• Foster leadership growth through coaching, accountability, and succession planning.
• Maintain a motivating environment focused on results, recognition, and retention.
  
  

Systems, Reporting & Process Improvement

• Leverage CRM tools and reporting dashboards to track metrics and identify improvement areas.
• Collaborate with IT to optimize call systems, routing logic, and automation tools.
• Drive technology adoption to enhance visibility, productivity, and reporting accuracy.
• Ensure compliance with data privacy, call monitoring, and customer communication standards.
  
  

Cross-Functional Collaboration

• Partner closely with Outside Sales, Marketing, and Expo Care to ensure operational alignment and seamless customer handoffs.
• Provide leadership insights in executive meetings on lead flow, conversion trends, and team performance.
• Act as the voice of the Inside Sales organization in shaping company strategy and resource planning.
  
  

Requirements

Qualifications & Requirements

• Experience: 7 years of sales leadership experience, with at least 3 years at the Director level or higher.
• Industry Background: Experience in home improvement, home services, call center operations, or retail sales preferred.
• Technical Skills:
• Proficient in CRM systems (Salesforce, Lead Management Systems, or similar)
• Strong analytical and reporting capabilities (Excel, Tableau, BI dashboards, or equivalent tools)
• Familiarity with call routing, dialer systems, and scheduling software
• Leadership Skills: Proven ability to lead multiple departments, execute through managers, and drive accountability.
• Soft Skills: Excellent communicator, interpersonal skills, positive & motivational leader, problem-solver, and process thinker.
  

Core Competencies

• Strategic Thinking & Execution
• Coaching & Talent Development
• Interpersonal Communication
• Data-Driven Decision Making
• Cross Departmental Collaboration
• Change Leadership & Process Optimization
• Customer-Centric Mindset
  
  

Working Conditions

• Must be able to manage multiple priorities in a fast-paced environment, often with tight deadlines.
• Work is performed in a professional office setting and requires extensive use of computers, data platforms, and communication tools.
• High degree of collaboration and communication with internal teams.
• The employee is expected to maintain a high level of confidentiality when handling sensitive performance, customer, and operational data.
• The role involves sitting, typing, and viewing a computer screen for extended periods.
• Must be able to communicate clearly and effectively with team members across multiple departments, both in person and through digital channels.
  
  

Equal Opportunity Employer Expo Home Improvement provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability status, or any other characteristic protected by law.

Americans with Disabilities Act (ADA) Expo Home Improvement complies with the ADA and will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations.