Director Sales Operations

Job Summary

The Senior Director, Field Operations is responsible for leading sales operations within the Dealer Engagement organization, ensuring that FordDirect sales, dealer satisfaction, and operational objectives are aligned, clear and achieved. This position reports to the SVP, Dealer Engagement and will collaborate with Dealer Engagement leadership to drive strategic plans and ensure operational success.

This role will develop and execute operational initiatives for the field team that support strategic priorities. The Senior Director will define and execute team goal planning, reporting, quota setting/management, sales process optimization, sales job design, sales training, and sales team incentive programs.

The Senior Director is responsible for designing scalable business processes, driving sales operational excellence, and implementing data-driven and AI-enabled solutions that improve efficiency, decision-making, and organizational effectiveness across the Dealer Engagement organization.

This position is a hybrid role which requires the employee to work in the office Tuesday, Wednesday, and Thursday.

Essential Functions

• Establish and lead all elements of field operations initiatives (i.e., sales processes, tools/technology, compensation/incentives alignment, goal setting, forecasting, budgeting, and reporting) to drive achievement of business area goals.
• Develop sales process to drive consistency and efficiencies and optimize sales pipeline ensuring predictable revenue growth and revenue retention.
• Define, monitor, and analyze key performance goals including sales objectives, forecasts, KPIs in collaboration with FordDirect leadership.
• Identify opportunities for enhanced sales performance and implement strategies to close performance gaps (tools, training, etc.)
• Measure, manage, and understand solution churn, including identifying trends, root causes, and retention opportunities.
• Lead root-cause analysis of data discrepancies from multiple sources (dealers, products, partners) to identify trends, risks, process gaps, and opportunities.
• Drive achievement of goals and improvement opportunities in collaboration with market area leaders.
• Collaborate with customer success team leadership on operational strategies.
• Work with marketing and product teams to align goals and go-to-market plans.
• Define and implement opportunities to align compensation and incentives to goals and objectives.
• Develop strategies to share dealer insights and create feedback loops between field and internal teams.
• Ensure effective training of new and current dealer engagement team members.
• Evaluate and implement emerging technologies, workflow automation solutions, and system integrations to improve sales operations performance and dealer engagement.
• Partner cross-functionally with internal teams to develop integrated sales operational solutions and scalable business processes.
• Establish standards, governance models, and continuous improvement across field operations and dealer engagement functions.
• Manage and coach team members for role performance, career progression and skill development as needed (i.e., set goals, provide performance feedback, and conduct performance reviews).

Travel Required (Approximate): Up to 25%

Experience

• All aspects of sales operations including sales growth, service, customer success, and revenue retention (10+ years).
• Aligning objectives and operations of a customer support team to sales objectives (7+ years).
• Track record of successfully leading large-scale organizational change, managing conflict, and cultural shifts.
• Proven experience optimizing tools, operational processes, and systems (10+ years).
• Experience developing KPI frameworks, operational dashboards, and executive-level reporting.
• Sales team financials experience including modeling, forecasting, budgeting, and reporting (10+ years).
• Sales process development experience (10+ years).
• Digital marketing experience working with automotive retail customers, preferred.
• Managing 5-10 direct reports including leaders of leaders.

Skills, Knowledge, and Abilities

• Advanced modeling using Excel with the ability to synthesize large, complex, and disparate data sources into actionable operational strategies.
• Knowledge of AI-enabled business solutions, workflow automation platforms, system integrations, and emerging operational technologies.
• Ability to identify operational inefficiencies and implement technology-driven process improvements while improving customer retention.
• Problem-solving capabilities with experience developing structured, repeatable, and scalable operational solutions.
• Strong organizational change management and stakeholder alignment capabilities.
• Experience building operational governance models and accountability frameworks.
• Proactively problem-solve and multitask while maintaining composure and attention to detail.
• Follow-through mindset to uphold a ‘close the loop’ culture.
• A positive approach to serving customers and providing exceptional customer service.
• Ability to demonstrate good judgment, high ethics, and project a professional image.
• Ability to work independently and as a collaborative team member with a positive ‘can do’ attitude.
• The drive to identify and seize opportunities for continuous improvement as business needs change.
• Excellent organization, flexibility and time management skills and the ability to work in a dynamic, deadline-driven environment.
• Exceptional interpersonal and business communication skills (written, verbal, listening).
• Proficient in Microsoft Office skills (Word, Excel, and PowerPoint).
• Solid people management skills and the ability to create a motivational environment for team members.
• Knowledge of HR-related principles such as goal setting, discrete communication, and performance management and feedback.

Education

Bachelor’s degree in Business, Marketing, Technology, or relevant experience