Director - Revenue Operations

Document, standardize, and improve revenue processes across the customer lifecycle.

Partner cross-functionally to define effective handoffs, ownership, and service expectations.

Support lead qualification, account and contact management, pipeline management, quoting, pricing approvals, and post-sale handoffs.

Identify process gaps and recommend automation, workflow changes, and system enhancements.

Manage intake and prioritization for system, reporting, and workflow requests.

Translate business needs into functional requirements and coordinate testing, deployment, and review with IT.

Partner with sales leadership to establish expectations for CRM use, data maintenance, and process compliance.

Develop onboarding and role-based CRM training for representatives, managers, and cross-functional users.

Provide refresher training and targeted coaching based on usage, audit findings, and process changes.

Create and maintain job aids, process guides, FAQs, and other user-support materials.

Monitor adoption, opportunity hygiene, and process adherence, providing leaders with actionable visibility.

Lead business change management and engage CRM champions to reinforce standards.

Define and maintain dashboards, reports, KPIs, metric definitions, and calculation standards.

Monitor data quality, CRM adoption, pipeline coverage, opportunity aging, win/loss rates, sales-cycle length, forecast accuracy, and revenue performance.

Reconcile CRM reporting with financial and operational data and correct inconsistencies at the source.

Reduce reliance on manual reports and disconnected spreadsheets.

Provide analysis of trends, risks, and improvement opportunities to leadership.

Serve as the central operational liaison across Sales, Marketing, Customer Service, Finance, and IT.

Facilitate alignment on priorities, ownership, and resolution of process issues.

Communicate data-quality, adoption, and process risks and recommend corrective actions.

Maintain a roadmap for CRM maturity, data governance, reporting, and commercial-process improvement.

Bachelor's degree in Business, Operations, Information Systems, Data Analytics, Marketing, Finance, or a related discipline.

Five or more years of progressive experience in Revenue Operations, Sales Operations, Commercial Operations, CRM management, or a related function.

Experience owning or supporting a CRM platform such as Zoho, Salesforce, Microsoft Dynamics 365, HubSpot, or comparable.

Hands-on experience with data governance, data cleansing, deduplication, and quality monitoring.

Strong understanding of sales processes, opportunity and pipeline management, forecasting, and account management.

Ability to translate business needs into system, reporting, and process solutions.

Experience improving CRM adoption, developing dashboards and documentation, and delivering user training.

Ability to lead cross-functional initiatives and influence stakeholders without direct authority.

Strong analytical, organizational, communication, project-management, and problem-solving skills.

Ability to operate strategically while working directly with data, systems, and users.

CRM administrator or platform certification.

Experience in manufacturing, medical device, dental, healthcare, or another regulated B2B environment.

Experience integrating CRM with ERP, marketing automation, service, quoting, or business-intelligence systems.

Familiarity with quote-to-order, quote-to-cash, pricing approval, territory management, or incentive compensation.

Experience with change management, Lean, Six Sigma, project management, business analysis, or process improvement.