About the Role
Frontline Tooling Senior Manager
remote type
Remote
locations
Remote-USA
time type
Full time
job requisition id
P746036
About the team
StreetEasy’s Revenue Operations team is responsible for sales operations in addition to aligning and optimizing all revenue generating activities across sales, customer support and marketing. While our site and app experience allow for seamless self-service, our higher-value customers benefit from sales and customer operations support. These teams establish relationships with purchasing decision-makers, educate customers about StreetEasy’s products, programs and marketplace, and proactively reach out to intercept emerging needs to help them succeed in their business. StreetEasy’s Revenue Operations team uses a data driven approach to streamline tech and processes across our business lines and ensure a unified customer experience to drive greater revenue growth.
About the role
We seek a motivated frontline operator tooling manager to be the expert in how sales and customer operations teams use various tech tooling products (i.e., Salesforce CRM, Salesloft, Zendesk, Tableau, etc). The role will partner with Frontline Technology and Engineering teams to improve efficiency and effectiveness of how StreetEasy uses technology to enhance customer experience and revenue, from conceptualization to implementation and iteration.
The Revenue Operations Frontline Tooling Manager will report to the Revenue Operations team lead to produce a best-in-class sales tooling tech stack and to increase frontline operator efficiency and effectiveness. The manager will develop and implement the overall sales and customer operations facing tools/tech product roadmap, as well as individual roadmaps for the most critical frontline tools – going deep to include external industry standard methodologies, capabilities, and features. They will partner with Sales, Customer operations, Frontline Tech, Analytics and Engineering to:
- Deeply understand Frontline team needs and Tools use cases, through active qualitative feedback gathering/rep shadowing and quantitative trends (e.g., efficiency, time in tool, uptime, and other critical metrics)
- Own, Build and drive Tooling roadmaps (overall and for individual product areas), incorporating external feature best practices, and aligning with cross-functional teams to resource and prioritize
- Own Frontline adoption and implementation, including crafting communication plans, scalable data visualizations and dashboards, training materials, reporting structures, and ongoing adoption tracking
- Lead Tooling resourcing across various initiatives (e.g., sprint planning, load balancing, coordinating across Business Enablement and cross-functional teams)
- Scope project initiatives, ensuring project management operational excellence from problem definition through execution
- Drive execution to project deliverables, including hitting stage gate milestones, preparing / delivering updates to Leadership from Sales / Customer operations, cross-functional teams and incorporating their feedback
- Provide near-term operational support and/or coordinate triaging tech issues across various cross-functional teams
- Lead coordination of cross-functional teams and resources (primarily Sales Tech, Engineering), assessing and acting on tradeoffs across the business