Director Sales Operations

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Job Summary:

The Director of Sales Operations plays a critical leadership role in managing key customer relationships, driving growth through strategic account management, and leading a high-performing inside sales team. This position combines client engagement, business development, sales process optimization, and cross-functional collaboration to deliver best-in-class service to a diverse customer base within the Aviation, Aerospace, and Defense sectors. The Director will help define the customer experience, develop talent within the organization, and contribute meaningfully to the continued double-digit growth of the company.

Key Responsibilities:

Client Relationship Management:

• Cultivate and sustain deep, long-term partnerships with key customers by consistently delivering value, trust, and tailored support aligned with their evolving business needs.
• Act as the primary liaison for key customer accounts, ensuring consistent communication, exceptional service, and long-term relationship success.
• Develop a deep understanding of each customer’s business needs to deliver tailored, mutually beneficial solutions that support profitability. Consistently provide best-in-class service to foster long-term client loyalty and retention. Offer value-added solutions that simplify processes and reduce the workload for our customers.
• Proactively communicate with both external customers and internal management regarding material-related issues or opportunities. Clearly articulate challenges and escalate concerns when necessary, while presenting effective solutions to mitigate risks. Demonstrate a strong sense of urgency in resolving problems and driving tasks to completion.

Business Development:

• Proactively identify opportunities to upsell and cross-sell products and services that align with customer needs. Effectively and transparently negotiate price adjustments to ensure mutual value and sustained profitability.
• Partner with cross-functional teams to develop and execute strategic initiatives that drive business growth.
• Cultivate and sustain a comprehensive understanding of the client’s industry, competitive positioning, and the dynamics of their end markets.

Managing and Mentoring the Inside Sales Team:

• Provide strategic leadership and hands-on coaching to a high-performing inside sales and customer service team of 4 to 6 account managers, fostering a culture of accountability, continuous development, and exceptional customer engagement.
• Lead efforts to attract, retain, and develop top sales talent by fostering a high-performance culture built on accountability, ongoing professional growth, and meaningful recognition of individual and team success.
• Deliver continuous mentorship, implement individualized professional development plans, and establish clear, measurable performance expectations to drive team growth and accountability.
• Foster a collaborative and supportive team culture rooted in responsiveness, mutual respect, and a customer-centric mindset.
• Track and analyze team KPIs, lead regular performance evaluations, and implement targeted strategies to drive continuous improvement and exceed operational goals.
• Equip team members with the tools, training, and support needed to confidently manage customer accounts and resolve issues with efficiency and professionalism.
• Drive alignment between inside sales initiatives and the company’s overarching strategic sales goals to maximize effectiveness and revenue growth.

Strategic Planning:

• Develop and execute account strategies that broaden and deepen our product offerings.
• Continuously evaluate account performance to identify opportunities for improvement and proactively collaborate with clients and internal teams to address challenges and implement effective solutions.
• Collaborate with the VP of Sales and senior management to establish ambitious yet achievable booking targets…