Job Title:

National Sales Operations Manager

Reporting to:

Cheryl Ferguson and Collin Pursley

Department/Group:

National Sales

Salary Range:

$70,304

FSLA

Non-Exempt / Exempt

Date Approved:

Company Description:

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles:

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Job Description

What You Will Accomplish

The National Sales Operations Manager provides strategic leadership and operational oversight for the National Sales Operations collective. This role is accountable for directing national sales operational strategy, exercising independent judgment on revenue-impacting processes, and supervising a team of Sales Operations Associates who support the National Sales Organization (NSO) team.

The position serves as the operational authority for lead merchandising, CRM governance, pipeline management, and cross-functional coordination. By establishing standards, overseeing execution, and managing resources, this role enables NSOs to focus on strategic selling, client relationships, and contract execution while ensuring scalable, compliant, and efficient sales operations.

Key Responsibilities:

Team Leadership & Management

Directly supervises three (3) Sales Operations Associates, each aligned to support two (2) National Sales Officers (NSOs).

• Establishes operational priorities, workflows, service-level expectations, and coverage models for the National Sales Operations team.
• Allocates and rebalances Associate workloads based on lead volume, opportunity complexity, NSO capacity, and business priorities.
• Provides coaching, performance feedback, and development guidance to Sales Operations Associates.
• Serves as the escalation point for complex operational, routing, or client-facing issues requiring management judgment.

Lead Merchandising & Distribution Oversight

• Oversees national lead merchandising strategy to ensure inbound opportunities are distributed efficiently, equitably, and strategically across the NSO team.
• Exercises independent judgment in evaluating lead complexity, revenue potential, account alignment, urgency, and NSO capacity when determining lead routing.
• Establishes and enforces lead distribution standards that align Sales Operations Associate support with the 2:1 NSO coverage model.
• Monitors lead flow, response time, and conversion trends to proactively adjust merchandising logic and Associate-to-NSO alignment.
• Serves as final decision authority for lead assignment exceptions and high-impact opportunities.

Strategic & Operational Authority

• Owns and refines national sales operational processes that directly impact revenue execution and pipeline health.
• Partners with National Sales Leadership to optimize NSO productivity through intentional operational design.
• Identifies operational risks, inefficiencies, and scalability constraints and implements corrective actions.
• Ensures CRM accuracy, pipeline hygiene, and adherence to defined sales processes across the NSO collective.

Sales Director Enablement & Client Introduction

• Facilitate professional email introductions connecting clients with the assigned National Sales Director once initial pricing parameters are established.
• Remain copied on correspondence to maintain continuity, visibility, and operational support.

Proposal Development & Execution Support

• Generate sales proposals based on direction provided by the Sales Director following:
• A qualifying discovery call, or
• Limited client engagement requiring proposal development with partial information.
• Deliver proposal drafts to the Sales Director for review, refinement, and direct client delivery.

Pipeline Oversight & Follow-Up

• Conduct weekly reviews of National Sales Directors’ pipelines to identify programs requiring follow-up.
• Execute structured follow-up for opportunities with outstanding proposals that are not yet designated as high-priority.
• Support consistent pipeline movement and reduce opportunity stagnation.

Lead Escalation & Disposition

• Support escalation of qualified opportunities to “hot lead” status, at which point the Sales Director assumes primary responsibility through contract execution.
• When programs do not move forward, formally close or decline opportunities in Delphi with appropriate documentation and rationale.

What You Will Bring

• Strong understanding of group sales processes and sales funnel management
• High proficiency with CRM systems, particularly Delphi
• Strong organizational skills and attention to detail
• Ability to exercise sound judgment in prioritization and lead routing
• Excellent written communication and cross-functional coordination skills
• Ability to manage multiple opportunities simultaneously in a fast-paced environment

• Working Relationships

• National Sales Directors
• Revenue Management
• Clients and External Partners
• Sales Operations and Support Teams

Great If you have

• 2-3 Years Experience in High Volume Hotel Sales Office Management
• Strong working knowledge of Salesforce, Delphi, Cvent
• Analytical and Reporting Skills

Special Skills & Abilities/Mental and Physical Demands:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

I hereby acknowledge that I have read and understand the content of this job description. I understand the Company at its discretion may revise the job description from time to time in the future. I understand and agree that nothing in this job description should be construed as a contract of employment, and that employment with this Company is at-will meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work.

Team Member Name:

Date:

Team Member Signature:

People & Culture Representative:

Date:

People & Culture Signature: