HHiring Reality
← Lumos

Sr. Manager - Sales Support

Lumos
Location
United States of America (USA), Remote
Posted
19 days ago
Department
4770 Service Activation
What they actually want (must-haves)
  • Solid understanding of sales order workflows, call center operations, and Business, Enterprise, and MDU service delivery.
  • Proven ability to lead, coach, and develop teams while setting clear expectations and addressing performance gaps.
  • Experience establishing and managing KPIs, productivity goals, staffing needs, and service-level expectations.
  • Experience with Calabrio, Five9, or similar workforce management and call center platforms.
  • Strong analytical and problem-solving skills with the ability to use performance data to identify trends and drive improvements.
  • Excellent communication and relationship-building skills with the ability to work effectively across teams and levels of the organization.
Nice to have
  • 6+ years of experience in Business Sales Support, Service Delivery, sales operations, or a related function.
  • 3+ years of leadership experience managing and developing teams.
  • Experience supporting Business, Enterprise, or MDU customers within telecommunications or a similar service-based environment.
  • Experience leading call center or service delivery operations with responsibility for staffing, productivity, quality, and performance.
  • Demonstrated success improving sales order or service delivery processes to increase efficiency and reduce cycle times.
What the job really is

As a Senior Manager of Sales Support, you will lead teams focused on enhancing the customer experience for Business, Enterprise, and MDU sales. Your responsibilities include overseeing sales order management, service delivery coordination, and call center operations, while also mentoring your team and collaborating with various departments to streamline processes and resolve issues. This role requires a hands-on approach to developing people and improving operational efficiency in a fast-paced environment.

Benefits
  • Comprehensive health, dental, and vision coverage.
  • Competitive compensation packages, including bonus options for eligible positions.
  • Paid Time Off & Paid Holidays.
  • Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
  • 100% employer-paid life and disability insurance.
  • Employee Assistance Program (EAP) with access to professional support for life’s challenges.
Things to weigh
  • No salary listed in the posting.
  • The role requires a hands-on approach, which may not suit all leadership styles.
  • The position involves constant computer use, which may not be ideal for everyone.
Job score3.6/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency0/5

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