Director of Operations - AVS
About the Role
Own the number, no exceptions. As Director of Operations – Telco Sales, you are accountable for exceeding KPIs, revenue targets, and operational performance across multiple programs. This role requires a proven leader who delivers results, drives accountability, and builds high-performing teams. You will act with urgency, use data to drive decisions, and quickly implement recovery plans when performance falls short.
What You'll Drive
Accountability-Driven Leadership
- Lead multiple telco sales programs with a singular focus: exceed targets daily, weekly, and monthly.
- Translate business goals into executable plans that drive revenue, conversion, productivity, and quality.
- Monitor performance in real time, identify gaps quickly, and implement corrective actions without delay.
- Partner with Workforce Management to optimize staffing and maximize sales performance.
- Establish a disciplined operating cadence through KPI-driven 1:1s, coaching sessions, and performance reviews.
- Hold Operations Managers and Team Leads accountable for outcomes, not activity.
- Build a culture where commitments are met, data drives decisions, and performance expectations are clear.
- Develop leaders who can scale success and build high-performing teams.
Client & Executive Leadership
- Own client relationships with confidence, transparency, and a solutions-focused mindset.
- Lead MBRs and QBRs, clearly communicating results, opportunities, and action plans.
- Anticipate client needs and adapt strategies to stay ahead of expectations.
- Build trust through consistent execution and delivery.
Financial Ownership
- Own forecasting, revenue attainment, and operational efficiency.
- Align staffing, budgets, and incentive structures to maximize performance and profitability.
- Develop incentive programs that reward results and drive accountability.
- Use data to identify opportunities and accelerate growth.
Operational Excellence & Execution
- Ensure the operation is structured to maximize productivity, coaching effectiveness, and employee engagement.
- Partner with Facilities and IT to quickly remove barriers and maintain operational uptime.
- Maintain strong controls around systems, access, and client assets.
- Collaborate with HR, Training, QA, IT, WFM, and Facilities to drive business results.
- Serve as the escalation point for operational challenges and resolve issues decisively.
What Success Looks Like
- Consistently exceed revenue and KPI targets.
- Build and develop a strong leadership bench.
- Improve conversion rates and operational efficiency.
- Strengthen client partnerships and satisfaction.
- Create a culture of accountability, ownership, and continuous improvement.
Requirements
- No unjustified absences within the last 6 months.
- No active corrective actions within the last 6 months.
- 2+ years of successful leadership experience as an Operations Manager or above in a telesales environment.
- Proven track record of exceeding KPIs and revenue goals.
- Ability to clearly demonstrate the strategies and action plans that drove past success.
- Experience leading multi-program operations with measurable results.
- Strong analytical and problem-solving skills with a data-driven approach.
- Executive-level communication and presentation skills.
- Proven ability to build high-performance, accountability-driven cultures.
- Fluency in English and Spanish.
