Sales Performance Manager

Sales Performance Manager

Department: Operations Excellence
Reports to: Sr. Director, Operations Excellence

Role Summary

The Sales Performance Manager is responsible for supporting and optimizing operational performance across CreditAssociates’ high-volume B2C inside sales organization.

This role partners closely with Sales leadership to improve conversion performance, lead flow management, routing strategy, sales execution, operational scalability, and overall sales effectiveness. The ideal candidate has experience supporting fast-paced, metrics-driven contact center sales environments where performance is measured through conversion, productivity, and revenue outcomes.

This is a highly hands-on role requiring strong operational leadership, analytical problem-solving, and the ability to translate business challenges into scalable operational solutions.

Key Responsibilities

Sales Performance Optimization

• Partner with Sales leadership to improve conversion performance, operational efficiency, productivity, and scalability.
• Analyze sales funnel performance, lead flow, routing logic, queue distribution, and operational workflows to identify improvement opportunities.
• Support optimization of contact strategies, lead management processes, and operational execution.

Operational Strategy & Execution

• Lead Sales-related operational initiatives from identification through execution and ongoing performance monitoring.
• Define success metrics, track outcomes, and continuously refine operational initiatives based on business impact.
• Create scalable operational processes that support continued business growth.

Analytics & Operational Insights

• Monitor and analyze key sales performance metrics including conversion rates, productivity, lead performance, and operational effectiveness.
• Partner with Analytics and Technology teams to improve visibility into operational performance drivers.
• Combine quantitative data with qualitative observations, including reviewing workflows, sales interactions, and operational execution.

Cross-Functional Collaboration

• Partner closely with Sales, Analytics, Technology, QA, Training, and other operational teams to support business initiatives.
• Help ensure operational alignment across rapidly evolving sales strategies and growth initiatives.

Continuous Improvement

• Proactively identify operational gaps, inefficiencies, and scalability challenges.
• Build structured solutions that improve execution consistency and measurable business outcomes.
• Help establish governance, accountability, and operational discipline across initiatives.

Qualifications

Experience Requirements

• 5+ years of experience supporting high-volume B2C inside sales or contact center sales environments.
• 3+ years of experience in Sales Operations, Performance Management, Revenue Operations, Contact Center Operations, or similar operational leadership roles.
• Experience analyzing operational and sales performance data to identify trends, performance gaps, and improvement opportunities.
• Advanced Excel skills required, including experience working with large datasets, formulas, pivots, lookups, and performance reporting.
• Salesforce experience preferred.

• Experience in financial services, debt settlement, lending, insurance, mortgage, or other consumer-focused sales organizations strongly preferred.
• Experience supporting lead routing, queue management, sales funnel optimization, or contact strategy initiatives preferred.
• Experience working cross-functionally with Analytics, Technology, QA, and Training teams preferred.

Skills

• Strong analytical and operational problem-solving skills.
• Experience analyzing sales performance, operational workflows, and conversion metrics.
• Strong partnership and communication skills across leadership teams.
• Ability to manage multiple operational initiatives simultaneously in a fast-paced environment.

Attributes

• High sense of accountability and urgency.
• Strong operational ownership mentality.
• Comfortable operating in ambiguity while creating structure and execution discipline.
• Naturally curious with a continuous improvement mindset.