Sales Operations Global Sales Support Sr Manager

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Key Leadership role in Sales Operations, Restaurants.  Lead the teams responsible for supporting sales and customers through ordering, data management, systems enablement, process enablement and optimization.  Lead Sales teams through process adoption, policy adherence and improved efficiency to bring in more sales.

Key Areas of Responsibility:

Scope:  Restaurants Enterprise, SMB, Channel Sales Support

Execute company strategies as defined by ELT, prioritizing activities with the ability to pivot quickly. Become a go-to systems expert on all scope areas-Restaurants Enterprise and SMB and Channel and extended functions.  Understand difference between different industry groups to be able to equally support all in scope sales teams. 

• Best in Class Sales Support: Develop and implement strategies, tools and processes to achieve a best-in-class sales support organization.  Manage and grow a highly effective, highly engaged team surrounding the extended sales organization with high quality and timely resolutions.   Collaborate with sales leadership to create and execute operational processes that fit the company’s objectives in keeping the sales team focused on selling activities, to streamline sales operations and enhance efficiency. Ensure that sales processes are aligned with best practices and industry standards, with auditable integrity.   Control loss attributed to lack of knowledge or oversight.
• KPI and Reporting:  Design and partner with NCRV reporting specialists to create a KPI dashboard for at-a-glance understanding, tracking of the team’s activity for on-the-go motivation and visibility, providing the basis for establishing service baselines and continual improvement.   Understand not only the team’s KPIs, but the headwinds that could prevent success and other obstacles to success, navigating through the use of modern tools and management strategies.    Consistently and diligently monitor reporting to determine QTC impacts of the team on downstream order booking and revenue success. 
• Team Management:  Develop strategies to reward and mentor growth and achievements within the team, and with the management team.  The success of the role will be in how well the team feels connected to the goals and can see their efforts pay off.   Develop a highly skilled team that can flex with changing business needs such as incoming sales initiatives, seasonal or periodic project related activity, reductions in force due to attrition or business needs, and other headwinds, developing a scalable and cross trained team ready to load balance as needed.  Develop new Sales operations leader talent with a programmatic approach to mentorship and goal setting.  Develop strategies to prevent unplanned attrition.   Implement and maintain a program for team member advancement and skills development.  
• QTC Systems Partnership: Liaison with Tech&Tools and QTC Leader for key business needs in QTC systems.  Work hand in hand cross functionally to prioritize and identify the key business needs, support creation of business cases.  Partner with QTC Leader for system testing and unit testing for release of new features, and for elements of training internal Sales operations stakeholders on new functionality, producing documentation and execution of the new system changes and procedures 
• Channel Operations Support:  in Partnership with Project Management, design, implement a redesigned Partner Support framework that supports a growth model.   Implement a scalable org structure, systems and processes that enable a scalable organization for partner growth.   Develop partner onboarding strategies to streamline the partner experience, enable faster revenue realization and utilizes best industry practices.  Develop a strong partner supporting team engaged and focused on delivering high quality, high response solutions.   Achieve and maintain the highest standards of business integrity and auditable processes and documentation.
• Enterprise and SMB Restaurant Support:  Partnering with management team and project team, develop first call resolution model for existing sales support, enabling faster responses and stronger audit controls.  Enable and maintain best practices, team engagement and fully developed KPIs, transforming the business and sales and customer experience.   Reduce callbacks and follow-up inquiries to further improve efficiencies and customer experience.   Implement best in industry ticketing controls and reporting.  
• Cross-Functional Collaboration: Collaborate with other Sales Operations functions to include Reporting, Tools & Tech, Sales Enablement & Channel Programs, Compensation and Global Sales Support and Project Management, Marketing, Finance, Global Business Services, and Product teams to ensure alignment and support for sales initiatives. Work closely with the account teams to ensure a seamless customer experience. 

Basic Qualifications:

• Experience in project management, business systems, and complex matrixed B2B, B2C environments.
• Understanding and experience in:
  • Advanced Salesforce reporting
  • Microsoft programs (Excel, SmartSheet, MS Forms, SharePoint)
  • Process flow documentation
  • Data mining tools and databases
  • Systems integrations and interface
• Expertise in:
  • Presentation preparation and delivery
  • Program implementation (ideation, planning, executing, reporting)
• Proven ability to:
  • Motivate and lead large teams
  • Communicate company strategy
  • Optimize processes and improve efficiency
  • Work cross-functionally at all levels
• Sales and service mindset
• Embrace servant leadership practices
• Experience in contract administration, finance, sales enablement, process improvement, program management, business consulting, or sales support (pluses)
• Change management initiatives for long-term improvements
• Excellent communication, negotiation, and presentation skills
• Ability to lead cross-functional teams with minimal supervision

Education:

• BS/BA (EE/CS) or equivalent; MBA / MS a plus

Experience:

• 5+ years related experience

Plus:

• Relevant experience in the restaurant and/or technology space
• Project management, process improvement, or business administration

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”