About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we are the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
The Director of Sales Operations will be part of the Sales Practice Service Line for outsourced sales. The role will be responsible for building the Sales Practice from the floor up — designing the operating model, codifying training and coaching, structuring agent-level comp and unit economics, and applying conversation analytics and AI tools to compress speed-to-competency and lift performance across the agent population. The work converts Foundever's sales delivery track record into a market-recognized practice; revenue conversion at scale is the moat — proven in operating data, not claimed in marketing.
The opportunity is structural. Buyers are shifting from FTE-priced sales BPO to AI-assisted, outcome-priced revenue generation that internal teams cannot match at speed or scale. Foundever already runs high-value sales programs across travel, hospitality, and other verticals — this role takes that capability to market deliberately.
Primary Job Responsibilities
Sales operating model & Agent performance
- Diagnose where conversion breaks in a sales operation and prescribe the operating change.
- Design and tune the sales operating model across outbound and inbound, B2C and B2B:
- Establish QA methodology that predicts revenue outcomes, not just compliance
- Build the unit economics view for every sales program: revenue per call, conversion by funnel stage, ramp economics, contribution margin — and use it to surface the operating levers that move the number.
Speed-to-competency, coaching & objection handling
- Own the speed-to-competency methodology: training curriculum, certification gates, ramp targets, and the data that proves agents are productive in weeks, not months.
- Codify objection handling as practice IP and embed them in training and real-time agent support
- Design the coaching cadence that turns conversation analytics into behavior change
Compensation design, pricing & sales economics
- Design agent-level compensation structures that drive the right behavior — base/variable splits, SPIFs, accelerators, draws — with judgment for when each motivates and when it corrupts the metric.
- Architect outcome-based commercial structures for clients
- Build the pricing toolkit that lets Foundever compete on revenue outcomes.
Practice development & service design
- Codify Foundever's operating capability in sales into structured, repeatable service offerings
- Build the Sales Practice service catalogue: outbound and SDR programs
- Develop vertical operating playbooks for highest-opportunity verticals: travel & hospitality, telecom, financial services, retail, SaaS, utilities.
Analyst engagement & GTM support
- Translate operating depth into client-facing language: solution briefs, capability decks, RFP content — written by the operator who would run the program.
- Support strategic pursuits as the SME — owning the operating narrative, articulating proof points, co-designing solutions with the Solutions team — not leading BD.
- Sit across from VP Sales and Sales Operations buyers as the credible practitioner voice
- Lead Foundever's analyst engagement for the practice area
Experience and Capabilities
- 10+ years running sales operations at scale — sales floor leadership, inside sales operations, or sales BPO delivery — with direct accountability for revenue per agent, conversion rate, ramp, and unit economics.
- Track record designing and tuning agent-level compensation — base/variable splits, SPIFs, accelerators, draws — and understanding the behavioral effects of each.
- Demonstrated ability to codify operating knowledge into IP: training curriculum, coaching playbooks, QA scorecards, objection-handling libraries that make agents productive faster.
- Working fluency with conversation intelligence, AI-assisted coaching, predictive dialing, CRM, and intent-data platforms — applied as operating leverage, not as tech inventory.
- Familiarity with regulated sales environments — financial services, insurance, telecom — and the compliance requirements that govern outbound and inbound sales.
- Strong credibility with sales operations buyers: VP Sales, VP Inside Sales, COO of revenue organizations, Heads of Sales Operations.
- Excellent written and verbal communication; ability to synthesize complex operational and commercial topics into clear executive narratives.
