Director, Inbound Sales Programs & Operations

Director, Inbound Sales Programs & Operations

Position Summary:

The Manager, Inbound Sales Programs & Operations is responsible for driving the strategy, execution, optimization, and performance of key inbound sales programs that support ADP's Digital Sales organization.

This role serves as a critical business partner across Sales, Marketing, Product, Technology, Automation, and Analytics teams to improve lead management, optimize customer engagement channels, enhance seller productivity, and drive measurable business results.

The ideal candidate is highly analytical, operationally focused, and capable of leading cross-functional initiatives from concept through execution. This individual will leverage data, technology, and stakeholder partnerships to continuously improve inbound sales performance while helping shape the future of ADP's digital engagement experience.

Key Responsibilities:

Lead Routing Program Management

• Own the ongoing optimization of lead routing strategies, business rules, and operational processes across the inbound sales ecosystem.
• Partner with Global Product, Technology, Automation, and Sales Leadership teams to maintain and enhance routing effectiveness.
• Develop best practices and governance processes to ensure leads are distributed efficiently and aligned with business priorities.
• Analyze routing performance and identify opportunities to improve speed-to-lead, lead conversion, seller productivity, and revenue generation.
• Leverage routing strategy as a key driver of inbound sales growth and operational excellence.

Chat Program Strategy & Execution

Program Ownership

• Serve as the business owner for inbound chat programs and associated performance metrics.
• Drive ongoing optimization of chat-driven lead generation, engagement, and opportunity creation.

Business Insights & Analytics

• Analyze Tableau dashboards and other reporting tools to identify trends, opportunities, and performance gaps.
• Translate findings into actionable recommendations that improve customer engagement and sales conversion.
• Develop KPI tracking and reporting to measure program effectiveness and business impact.
• Synthesize complex data, trends, and business performance metrics into clear executive-level insights and recommendations.
• Tell the story behind the data by transforming analysis into concise, actionable narratives for leadership audiences.

User Support & Issue Management

• Partner cross-functionally to identify, prioritize, and resolve program issues.
• Create scalable processes that improve responsiveness, operational efficiency, and user experience.

Roadmap Development & Innovation

• Define and manage a strategic roadmap focused on:
• Website engagement and prospect experience
• Human-assisted chat experiences
• AI-enabled customer interactions
• Seller experience and productivity
• Conversion rate optimization
• Ensure alignment between AI-powered engagement capabilities and human sales interactions.

Testing & Optimization

• Design, execute, and evaluate experiments to improve inbound sales performance.
• Conduct A/B testing and pilot programs to optimize conversion, engagement, and lead handling effectiveness.
• Measure results and provide recommendations for scaling successful initiatives.

Sales Enablement

• Develop and deliver training and best practices that help sales teams maximize the effectiveness of chat-generated opportunities.
• Support adoption of new processes, tools, and program enhancements.

ASM Program Support

• Manage ASM recognition programs, performance tracking, and reporting.
• Provide ongoing analysis and recommendations to improve program effectiveness.
• Ensure program alignment with organizational goals and performance objectives.
• Support future program enhancements and operational improvements.

Reporting, Analytics & Business Insights

• Develop and maintain reporting, dashboards, and performance scorecards.
• Serve as backup support for critical reporting functions, ensuring operational continuity.
• Perform analysis utilizing Tableau, Excel, CRM platforms, and other business intelligence tools.
• Fulfill ad hoc analysis requests and deliver actionable business recommendations.
• Support leadership reviews, forecasting discussions, and performance evaluations.
• Prepare executive-ready presentations, business reviews, and strategic recommendations for senior leadership.
• Present business cases, strategic recommendations, and program performance updates to leadership teams and key stakeholders.
• Utilize a structured, consulting-style approach to problem solving by identifying root causes, evaluating alternatives, and recommending solutions that drive measurable business impact.

KPI Ownership & Performance Management

• Own and monitor key inbound sales performance metrics, including:
• Lead conversion rates
• Speed-to-lead
• Chat engagement performance
• Opportunity creation rates
• Routing effectiveness
• Seller productivity
• Revenue contribution
• Establish measurement frameworks that drive accountability and continuous improvement.
• Identify performance trends and implement recommendations that positively impact business outcomes.

Cross-Functional Collaboration & Program Leadership

• Lead recurring stakeholder meetings and operational reviews.
• Partner closely with:
• Sales Leadership
• Marketing
• Product Management
• Technology
• Automation Teams
• Analytics Teams
• Customer Experience Teams
• Drive alignment around business priorities, program performance, and strategic initiatives.
• Lead cross-functional projects from planning through implementation.
• Influence stakeholders and build consensus across multiple teams without direct authority.

AI & Digital Sales Innovation

• Partner with Product, Technology, and Automation teams to evaluate new digital engagement capabilities.
• Identify opportunities to leverage AI and automation to improve customer experience, lead qualification, routing effectiveness, and seller productivity.
• Support implementation and measurement of AI-enabled sales initiatives.
• Drive continuous innovation across inbound sales programs and digital engagement channels.

Ideal Candidate Profile

The ideal candidate combines the analytical rigor of a business analyst, the operational discipline of a program manager, and the executive communication skills of a strategy consultant.

They are equally comfortable analyzing performance data, developing strategic recommendations, building executive-level presentations, and leading cross-functional initiatives. This individual can quickly synthesize complex information into a compelling and concise story that enables leaders to make informed business decisions.

The successful candidate will possess the ability to:

• Transform data into actionable business insights and executive recommendations.
• Create polished, high-impact PowerPoint presentations suitable for senior executive audiences.
• Communicate complex concepts clearly through storytelling, visualization, and concise messaging.
• Influence decisions through data-backed business cases and strategic recommendations.
• Operate with a consulting mindset, bringing structure, analytical rigor, and proactive problem-solving to organizational challenges.

Qualifications

Required Qualifications

• A college degree is nice to have but not required.  What’s more important is having the skills to do the job.  Other forms of acceptable experience include:
• 5-8 years of experience in Sales Operations, Business Operations, Program Management, Marketing Operations, Digital Sales, Strategy, Consulting, or related fields.
• Strong analytical capabilities with advanced proficiency in Excel and experience with Tableau or similar business intelligence tools.
• Exceptional executive communication, presentation, and storytelling skills.
• Advanced Microsoft PowerPoint skills with demonstrated experience developing executive-quality presentations.
• Ability to synthesize large amounts of information and distill complex analyses into concise, strategic recommendations.
• Experience leading cross-functional initiatives and driving projects to completion.
• Strong business acumen, problem-solving capability, and attention to detail.
• Proven ability to influence stakeholders without direct authority.

Qualifications

Preferred Qualifications

• Experience supporting inbound sales, digital sales, or customer acquisition organizations.
• Knowledge of lead management, routing logic, and CRM platforms (Salesforce preferred).
• Experience with AI-enabled customer engagement, automation, or digital sales technologies.
• Experience conducting experimentation, A/B testing, and conversion optimization initiatives.
• Familiarity with marketing automation and lead generation ecosystems.
• Experience in consulting, strategy, business operations, corporate strategy, or similar roles requiring executive-level communications.
• Experience developing executive leadership, C-suite, or board-level presentations.
• Familiarity with consulting methodologies and hypothesis-driven problem solving.

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