Sales Operations Lead

Job Type:

Permanent

Build a brilliant future with Hiscox
 

Sales Operations Lead

Department: Operations Delivery (Sales)

Location: US (Boston, MA preferred) | Hybrid

Reports to: Sales Delivery Director

Type: Full‑time

Role Purpose:

The Sales Operations Lead runs the day‑to‑day Sales delivery capability across SGS and/or internal teams. This leader is accountable for operational execution, team management, workforce planning, service levels, and performance outcomes for sales support and sales process operations. Unlike the Sales Excellence Lead (continuous improvement/process design), this role is focused on operational delivery: ensuring the sales engine is staffed, trained, scheduled, well‑tooled, compliant, and consistently meeting targets.

Core Responsibilities:

• Operational Leadership & Execution:

- Own daily Sales operations performance (queues, schedules, real‑time management, SLAs, KPIs).

- Manage SGS or internal delivery teams to meet agreed service outcomes and customer experience targets.

- Drive cadence: huddles, daily stand‑ups, weekly performance reviews, monthly ops health checks.

• Team Management & Workforce Planning:

- Forecast volumes, determine staffing plans (FTE, shift patterns, overtime), coordinate hiring/backfill.

- Partner with WFM to optimize occupancy, adherence, and productivity; manage attrition/engagement plans.

- Ensure onboarding, training, and cross‑skilling align to current sales processes and tooling.

• Quality, Compliance & Risk:

- Own QA framework and audit readiness (call monitoring, case reviews, documentation).

- Ensure compliance with regulatory, licensing, and internal policy requirements across all sales support activities.

- Remediate operational risks and control gaps; implement corrective actions and prevent recurrence.

• Process Adherence & Tooling Readiness:

- Ensure consistent application of approved sales processes, scripts, and playbooks.

- Maintain operational readiness of tools (CRM/telephony/IVR, dashboards).

- Coordinate with IT/Platform teams to triage incidents, prioritize fixes, and minimize downtime.

• Vendor/Partner Management (SGS):

- Govern SGS performance against contract and SLAs.

- Align training, QA, and knowledge content across internal and SGS teams.

• Performance Management & Reporting:

- Publish dashboards covering volume, conversion, quality, and customer metrics.

- Run variance analysis, root cause, and action plans.

• Collaboration & Stakeholder Management:

- Partner with Sales Excellence and Transformation Office for change and readiness.

- Collaborate with Underwriting, Product, Compliance, and Finance.

Key Outcomes & KPIs:

• SLA adherence, backlog health, abandonment rate

• Conversion rate, AHT, FCR

• QA pass rate, audit results, error rate

• CSAT/NPS, complaint rate

• Attrition, engagement, training completion

• Cost per interaction, utilization

Qualifications:

• 7+ years in Sales Operations or Contact Center Operations

• Experience managing daily operations at scale

• Familiarity with WFM, QA frameworks, CRM/telephony systems

• Insurance experience preferred

Skills & Behaviours:

• Operational ownership and accountability

• Strong people leadership and coaching

• Customer‑first decision making

• Data-driven problem solving

• Comfortable leading through change

Role Distinction:

• Operations Lead: Owns execution, staffing, daily performance, vendor management.

• Excellence Lead: Owns process design, continuous improvement, SME input to transformation.

Travel & Work Pattern:

• Occasional travel to SGS and office locations (up to 20%).

• Hybrid model.

What We Offer:

• 401(k) with competitive company matching 

• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)  

• Company paid group term life, short- term disability and long-term disability coverage 

• 24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days 

• Paid parental leave 

• 4-week paid sabbatical after every 5 years of service 

• Financial Adoption Assistance and Medical Travel Reimbursement Programs 

• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program 

• Company paid subscription to Headspace to support employees’ mental health and wellbeing 

• 2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program 

• Dynamic, creative, and values-driven culture 

• Modern and open office spaces, complimentary drinks 

• Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation 

Salary Range: $90k-$120k

The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

**Please note that this position is hybrid and requires two (2) days in our office weekly**

About Hiscox:

As an international specialist insurer, we are far removed from the world of mass market insurance products. Instead, we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.

Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

About Hiscox USA:

Hiscox USA was established in 2006 to focus primarily on the needs of small and middle market commercial clients, via both the broker and direct distribution channels and is today the fastest-growing business unit within the Hiscox Group.

Today, Hiscox USA has a talent force of about 500 employees mostly operating out of 6 major cities - New York, Atlanta, Dallas, Chicago, Los Angeles and Scottsdale. Hiscox USA offers a broad portfolio of commercial products, including technology, cyber & data risk, multiple professional liability lines, media, entertainment, management liability, crime, kidnap & ransom, and terrorism.

You can follow Hiscox on LinkedIn, Glassdoor and Instagram (@HiscoxInsurance)

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