VP Sales Operations

Description & Requirements

JOB SUMMARY:

The Vice President of Sales Operations leads the operational engine behind the commercial organization. This executive owns the end-to-end infrastructure that converts a signed agreement into a live, reporting, revenue-producing client relationship – and the systems, data, and processes that allow sales leadership to forecast and manage the business with confidence.

Reporting to the Chief Commercial Officer, this role consolidates five functions that are frequently fragmented across a growing organization: client implementation, customer reporting, Salesforce administration and pipeline governance, commercial process improvement, and forecasting and reporting. Bringing these functions under unified leadership eliminates the handoff gaps between sales and operations, creates a single source of truth for commercial data, and frees quota-carrying team members to sell rather than administrate.

The successful candidate is equating parts operator and analyst. They are credible with sales leaders because they understand how deals are won, credible with clients because they understand what implementation and reporting demand in a regulated healthcare environment, and credible with executive leadership because the numbers they produce hold up to scrutiny.

ESSENTIAL DUTIES & RESPONSIBILITIES:

This role directly oversees five functional areas, each led by a director or manager.

Implementation:

• Owns the client onboarding function from executed contract through stabilized steady-rate operation.
• Lead the implementation team responsible for onboarding new clients and expanding existing accounts into additional service lines, jurisdictions, or products.
• Establish a standardized, scalable implementation methodology with defined stages, milestones, deliverables, and exit criteria, scaled appropriately for accounts of differing size and complexity.
• Serve as executive owner of the handoff between sales and operations, ensuring commitments made during the sales cycle are documented, feasible and fulfilled.
• Drive accountability for time-to-go-live and time-to-first revenue, identifying and removing the recurring bottlenecks that extend onboarding timelines.
• Coordinate cross-functional implementation dependencies across clinical operations, network, IT, and integrations, billing, compliance, and account management
• Oversee client-facing implementation communication, including kickoff, status reporting, escalation paths, and post-go-live rather than lagging behind it.

Customer Reporting:

• Owns the reporting that clients and prospects receive, and the standards that govern it.
• Lead the team responsible for recurring client reporting, including savings and outcomes reporting, utilization, program performance, and service level reporting.
• Build and maintain a standardized reporting catalog and templates that reduce resilience on custom, manually assembled deliverables.
• Establish governance over metric definitions, calculation methodology, and data sources so that figures are consistent across client reports, sales materials, and internal dashboards.
• Support the commercial team with reporting and analytics required for quarterly business reviews, renewals, RFP responses, and expansion opportunities.
• Partner with technology and data teams to automate report generation and move the function from manual production toward self-service and scheduled delivery.
• Ensure all client reporting complies with applicable privacy, data protection, and contractual confidentiality requirements, including protected health information handling.
• Manage the intake prioritization process for ad hoc reporting requests, protecting the team’s capacity while maintaining responsiveness to revenue-critical needs.

Salesforce and Pipeline Management:

• Owns the CRM as a business system and the integrity of the pipeline it contains.
• Serve as business owner of Salesforce, directing administration, configuration, release management, integrations, and the supporting sales technology stack.
• Define and enforce the pipeline architecture, including opportunity stages, stage-exit criteria, required fields, product and service line taxonomy, and territory and account hierarchy.
• Establish and monitor data hygiene standards, with clear ownership, routine auditing and remediation of incomplete or state records.
• Govern the sales technology roadmap and vendor relationships, evaluating and rationalizing tools for sales engagement, conversation intelligence, proposal and contract management, and data enrichment.
• Drive user adoption through training, enablement documentation, and workflow design that makes correct usage the path of least resistance for sellers.
• Administer territory and account assignment, lead routing, and quota and compensation plan data in partnership with finance and human resources.
• Own security, access, and audit controls within commercial systems in coordination with information security and compliance.

Process Improvement:

• Owns continuous improvement across the Commercial workflow, from first touch to renewal.
• Map the end-to-end commercial process and identify friction, duplication and handoff failures across lead generation, pursuit, contracting, implementation, and account management.
• Lead structured improvement initiatives with defined baselines, target outcomes, and post-implementation measurement rather than anecdotal assessment.
• Increase selling capacity by reducing administrative burden on quota-carrying team members through automation, simplification, and appropriate centralization of support work.
• Standardize and document commercial playbooks, including pursuit processes, pricing and approval workflows, proposal and RFP response processes, and renewal motions.
• Partner with legal, compliance, finance, and clinical operations to streamline contracting, credentialing, and approval cycles without weakening controls.
• Build a culture of measurement within the commercial organization, establishing the operating cadence and review rhythm that keeps improvement work on track.

Forecasting and Reporting for the Commercial Team:

• Owns the numbers leadership uses to run and report on the commercial business.
• Own the commercial forecasting process, including methodology, cadence, submission discipline, and roll-up across segments, territories, and product lines.
• Improve forecast accuracy through pipeline inspection, historical conversion analysis, stage-weighted and scenario-based modeling, and calibrated judgment from sales leadership.
• Produce recurring performance reporting and dashboards covering pipeline coverage and velocity, bookings and revenue attainment, win and loss analysis, activity metrics, retention and expansion performance.
• Deliver executive, board, and investor-facing commercial reporting with supporting narrative, including insight into what is driving variance rather than restating the variance.
• Partner with finance on annual planning, quota setting, capacity modeling, and reconciliation between commercial reporting and financial actuals.
• Establish a single source of truth for commercial metrics and eliminate competing versions of the same numbers across the organization.
• Provide analysis that informs strategic decisions on segmentation, pricing, product mix, sales coverage, and market prioritization.

Leadership Responsibilities:

This is a second-line leadership role. The Vice President leads through directors and managers rather than through individual contributors.

• Build, develop, and retain a leadership bench across the five functional areas, including hiring, performance management, succession planning, and career development.
• Set functional strategy and translate commercial objectives into departmental goals, operating plans, and individual accountabilities.
• Own the departmental budget, headcount plan, and vendor spend, making deliberate trade-offs between internal capability, automation, and outsourced capacity.
• Operate as a peer to sales, account management, clinical operations, finance, and technology leadership, resolving cross-functional conflict at the leadership level rather than escalating it.
• Represent sales operations in executive forums, providing candid assessment of commercial performance and operational capacity.
• Establish the operating cadence for the commercial organization, including forecast calls, pipeline reviews, business reviews, and implementation governance meetings.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in business, finance, healthcare administration, analytics, or a related field, or equivalent professional experience.
• Ten or more years of progressive experience in sales operations, revenue operations, business operations, or commercial strategy.
• Five or more years of people leadership experience, including demonstrated experience leading managers or directors.
• Direct experience owning or heavily influencing Salesforce as a business system, including pipeline design, reporting architecture, and adoption strategy.
• Demonstrated ownership of a forecasting process with accountability for accuracy to executive leadership.
• Experience leading client implementation or onboarding functions in a B2B services environment.
• Strong analytical capability, with fluency in translating complex data into clear recommendations for non-technical audiences.
• Track record of designing and implementing process improvements that produced measurable, durable results.

Preferred:

• Experience in workers’ compensation, healthcare cost containment, managed care, group health, insurance, or third-party administration.
• Familiarity with the commercial dynamics of selling to carriers, third-party administrators, self-injured employers, brokers, and managed care organizations.
• Working knowledge of protected health information handling and the privacy and security obligations that govern healthcare data.
• Experience in private equity backed, high growth, or post-merger integration environment.
• Exposure to business intelligence platforms and data modeling in addition to CRM reporting.
• Formal training in process improvement methodology such as Lean or Six Sigma.
• Advanced degrees such as an MBA or Master’s in health administration or analytics.

Measure of Success:

Performance in this role is assessed against outcomes in each area of accountability.

First-Year Priorities:

Suggested milestones for the initial year in role

• First 90 days: Assess each of the five functions, meet the commercial and cross-functional leadership team, establish a baseline for forecast accuracy, implementation cycle time, CRM data quality, and reporting delivery, and deliver a prioritized plan with clearly sequenced quick wins and structural changes.
• Months 4-6: Stand up the standardized forecasting cadence and methodology, remediate the highest-impact CRM data and pipeline integrity issues, and publish a documented implementation methodology with defined stage gates.
• Months 7-12: Deliver the standardized customer reporting catalog with meaningful automation, close the leadership gaps in the functional teams, demonstrate quantified improvement in forecast accuracy and implementation cycle time, and establish the commercial reporting package as the organization’s single source of truth.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Ability to work in an environment that aligns with the company's diversity, equity, inclusion and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together and Care Deeply.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed primarily in the colleague’s home but will also require travel to other sites and includes both sedentary and active work.
• Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• Travel requirements include the colleague’s ability to move between work locations for client meetings and other field work assignments.
• The colleague must be able to remain in a stationary position, operate a computer and other office equipment, perform repetitive motions, assess information and files stored electronically, converse with customers and exchange accurate information.
• The colleague must be able to discern text displayed on a monitor and input data into specific fields using a keyboard.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.

Description & Requirements

We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.

Bachelor's degree in business, finance, healthcare administration, analytics or related field; 10+ years progressive sales operations or commercial strategy experience; 5+ years people leadership; Salesforce ownership; forecasting accountability; B2B implementation experience.

Key Responsibilities

• leading sales operations
• managing implementation
• overseeing forecasting

Skills & Tools

Salesforce

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Salary: USD 135,700 – 278,300 / year
• Languages: English

About One Call

A healthcare cost containment company providing commercial operations and client reporting services. — Industry: Healthcare