What are the responsibilities and job description for the Process Optimization & Support Manager position at The Knot Worldwide?
ABOUT THE ROLE AND OUR TEAM : The Process Optimization & Support Manager will play a critical role in enhancing operational efficiency and driving continuous improvement across TKWW's global sales organization.
This position is responsible for analyzing, refining, and standardizing sales processes, ensuring seamless execution of sales operations, and providing frontline support to optimize sales team performance.
The ideal candidate has a deep understanding of sales workflows, CRM systems, and cross-functional collaboration to drive scalability and effectiveness.
The candidate should be able to work independently and / or with a team to resolve ambiguous & complex topics. RESPONSIBILITIES :
- Process Optimization & Standardization Evaluate, design, and implement scalable sales processes to improve efficiency, accuracy, and compliance. Collaborate with sales, marketing, and finance teams to streamline lead management, opportunity tracking, and pipeline forecasting. Establish and maintain clear documentation of sales processes, policies, and best practices. Identify bottlenecks and inefficiencies in sales operations and develop solutions for continuous improvement.
- Sales Operations & Support Serve as the primary point of contact for sales teams on process-related inquiries and troubleshooting. Provide ongoing support to sales representatives on system procedures and CRM best practices. To work closely with the Global Revenue Enablement team to ensure that training and enablement content is aligned with the latest sales processes & policies.
- Technology & Tooling Partner with Enterprise Technology, (including CRM administrators, Build / Product / Platform teams, and Revenue Operations to enhance and maintain sales tools, ensuring they meet business needs. Partner with Global Revenue Enablement to rollout and drive adoption of new sales technologies, ensuring proper training and change management. Identify, implement & champion automation opportunities to reduce manual work and improve productivity. SUCCESSFUL PROCESS OPTIMIZATION AND SUPPORT MANAGER CANDIDATES HAVE :
- 4 years of experience in sales operations, process optimization, or business operations in a global organization.
- Strong knowledge of CRM systems (Salesforce proficiency is a must) and sales automation and quality tools (such as Gong).
- Experience designing and optimizing end-to-end sales workflows and operational processes.
- Analytical mindset with proficiency in Excel, SQL, or BI tools for performance analysis.
- Excellent communication and stakeholder management skills, with the ability to drive cross-functional initiatives.
- Strong problem-solving ability, with a proactive approach to process improvement and change management.
- Role models key process improvement methodologies including, but not limited to (Agile, Six Sigma, Design Thinking)
- Fluent in English, professional proficiency
- Bias for action and collaboration; breaking complex problems into actionable, prioritized and easy to understand solutions.
- Inherently inquisitive - doesn't accept things as they are.
Applies Design Thinking principles to consider what could be.
