Sales Operations Manager

Position Overview The Chat Sales Manager is the senior leader accountable for the strategy, performance, and day‐to‐day operations of RSF’s chat sales organization. This role translates company revenue goals into clear execution plans, leads ASMs and frontline leadership, and ensures consistent, compliant, high‐quality sales conversations that convert fans at scale. He partners closely with the COO and DGO on strategy, reporting, and cross‐functional initiatives while coaching leaders to deliver predictable growth across pages and shifts. Key Responsibilities 1) Revenue Ownership & Sales Strategy Owns chat revenue plan, partners with data team for MTD/QTD target setting, and forecast accuracy across all pages/shifts. Designs and iterates sales plays (bundles, upsells, retention flows, VIP/whale workflows) using KPI trends (SPH, conversion, renewal). Partners with Data/Leads/Content to align traffic quality, scripts, and offers to revenue goals; rapidly A/B tests and scales what works. 2) Leadership of ASMs & Frontline Directly manages Assistant Chat Sales Managers; sets expectations, coaches, and develops them into high‐accountability leaders. Ensures consistent execution standards across Supervisors, TLs, and Chat Reps; closes performance gaps with clear PIPs and progression paths. Maintains full hiring/promotion/termination authority via ASMs for speed and consistency. 3) Operational Excellence & Compliance Enforces SOPs, ethical selling, data protection/privacy, and page‐specific boundaries; partners with QA to institutionalize calibrations and transcript audits. Ensures shift structures, coverage maps, and handovers are tight—especially for weekend and late‐hour demand. Identifies bottlenecks and implements process/automation improvements to reduce waste and increase output. 4) Quality, Coaching & 100‐Day Journey Implements systematic chat monitoring; drives weekly calibrations with QA/Training; feeds insights into script/content updates. Oversees new model 100‐day path outcomes (activation → retention → monetization) through the ASM layer. 5) Executive Communication & Cross‐Functional Alignment Provides crisp daily/weekly executive updates: performance, risks, mitigations, and resource asks; escalates critical issues within defined SLAs. Works with Training to ensure enablement (LMS/modules/roleplays) aligns with live gaps and revenue priorities 6) Risk Management Owns escalation protocols for high‐risk conversations, reputational issues, and compliance incidents; drives root‐cause and prevention plans. Required Qualifications 10+ years in sales leadership with Senior Manager/Director experience in a large or scaled organization; proven success leading multi‐layer teams (ASM/Sup/TL/Rep). Deep chat‐based sales understanding Executive‐level communication: turns data into decisions; concise briefs for COO/DGO; influences cross‐functionally. Strong commercial acumen (forecasting, pipelines, pricing tests) and data fluency (dashboards, cohorting, funnel analysis) Core Competencies Sales Leadership at Scale – sets a high bar; drives accountability through ASMs; builds a winning, ethical sales culture. Strategic + Operational – can set direction and dive into transcripts to fix conversion. Coaching & Talent – grows leaders, replaces consistently underperforming reps, and rewards top performers. Quality & Compliance – partners with QA; protects brand and data; codifies learnings into SOPs. Bias to Action – rapid testing, tight follow‐through, visible outcomes week over week.