Team Lead, Revenue Operations

What You’ll Do:

Queue & Case Management (Core KRA)

• Own and actively manage erroneous contract queues, ensuring timely assignment to the team and driving resolution within defined SLAs
• Monitor and manage approval queues across Salesforce CPQ, Ironclad, and other deal-related systems, ensuring approvals move efficiently and blockers are addressed proactively
• Oversee support intake via Slack, JSM, and email, ensuring tickets are triaged, assigned, tracked, and resolved effectively
• Identify aging items, recurring issues, or bottlenecks across queues and escalate risks proactively to RevOps leadership

Sales Enablement & Stakeholder Collaboration

• Partner closely with Sales and Sales leadership to support active deal cycles and unblock issues quickly
• Coordinate with Finance, Legal, and RevOps leadership to resolve deal exceptions and approval delays
• Reinforce best practices around deal structure, approvals, and administrative requirements with Sales teams

Process Excellence, Tooling & Analytics:

• Own team KPIs and dashboards (e.g., cycle time, SLA attainment, backlog, error rate, escalations, Sales satisfaction); communicate performance and trends to leadership weekly
• Standardize and continuously optimize workflows in Salesforce and related systems (e.g., CPQ, eSignature, and Ironclad); champion adoption of AI-assisted workflows and best practices
• Drive operational projects/initiatives to improve throughput, accuracy, and Sales experience, document SOPs, and wiki playbook
• Maintain a strong working knowledge of Finance policies (e.g., Booking and Commissions rules) and ensure consistent application and training across the team
• Enforce governance, including approval matrices, delegation of work, and wiki playbook adherence; ensure well-documented audit trails
• Implement quality control checks; drive measurable reductions in rework/error rates and time to resolution

Team Leadership & People Management:

• Manage SPOT Help - stakeholder query management process and contract erroneous queue assignments, ensuring closure of all cases per TAT
• Ensure availability for yourself and the team during odd hours to support timely deal closures and provide instant support to Sales during EOM/EOY
• Manage team capacity, scheduling, and coverage to meet SLAs across time zones and sales segments
• Own onboarding and ramp plans for new hires; drive ongoing skills development and certification on contracting policies and tools
• Lead, coach, and develop a team of Revenue Operations Support reps; set clear goals, provide regular feedback, conduct performance reviews, and build strong career paths
• Serve as the escalation point for complex requests and exceptions; make sound judgment calls and escalate to senior leadership as needed
• Lead monthly contracting office hours and participate in QBRs; facilitate contracting training and refreshers for the team
• Assist with recruitment

Requirements:

• 5+ years of experience in contract management, deal desk, sales operations, finance, or related fields, with demonstrated progression
• 2+ years of people leadership (team lead, supervisor, or manager) preferred; strong mentorship track record required
• Comfortable working night shift (6:30 pm to 3:30 pm)
• Bachelor’s degree with strong academic performance
• Proficiency with Salesforce is strongly preferred; experience with CPQ, eSignature (e.g., Adobe Sign/DocuSign), and Ironclad is a plus
• Comfortable leveraging AI tools and prompts to increase speed and quality of work
• Excellent communication (written and verbal), stakeholder management, and conflict resolution skills; comfortable presenting to senior leadership
• Strong business acumen, ethics, and judgment; proven ability to solve problems independently and at pace in a dynamic environment
• Exceptional time management and prioritization; flexible working hours; able to manage multiple projects while responding to rep requests and meeting deadlines
• Advanced skills in PowerPoint, Word, Excel, Outlook, and Adobe; familiarity with internal support channels (e.g., #SPOTHelp/Erroneous contracts management) is a plus