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Director, Sales Operations in Jacksonville, FL at One Call

Date: 11/7/2018

Job Snapshot

Job Description

Director, Sales Operations

The Director of Operations is responsible for the daily operations and functions for designated business unit within One Call Care Management. The Director ensures service level agreements are met in support of clients' and company's mission-critical business requirements. Includes oversight for operations in United States and El Salvador.

  • Maintains accountability for streamlining and communication to increase internal operation productivity and efficiency.

  • Leads Project Management and development strategy for implementation of new processes, system integrations and/or technology upgrades.

  • Functions as exclusive POC for special requests, high level escalations and client communication.

  • Facilitates communication between direct DME and One Call Care Management internal resources.

  • Serves as POC for Client Reporting for Sales, Quality and Savings reports.

  • Manages LOB quality and success ratio calculation and reporting.

  • Reviews, reports and analyzes sales increase/decrease trends.

  • Drives targeted leakage capture strategies developed and implemented with the direct DME Sales Team, resulting in increased revenue.

  • Drives market penetration improvement.

  • Handles strategic planning and development in anticipation of the STOPS system retirement.

  • Travels for client visits to facilitate the collaboration of in-person and “stewardship” meetings.

  • Analyzes performance results and implements department improvements.

  • Delivers an operations environment that meets all service level agreements (e.g., 24/7 availability, response time parameters, etc.) and availability targets.

  • Develops and recommends tactical and strategic plans for processing operations.

  • Selects, trains, develops and leads an efficient and effective team.

  • Identifies and recommends cost-saving and continuous improvement initiatives.

  • Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements.

  • Develops and implements team standards and procedures that support departmental standards and procedures. 

  • Develops and executes project plans, budgets, and schedules for documentation of work and results. Has own budget and is accountable for composing and managing budget.

  • Develops, manages, and forecasts the budgets for the relevant cost centers. 

  • Performs other duties as assigned.


Bachelor’s degree (B.A. or B.S.) required. Master’s degree (M.A., M.S. or M.B.A.) preferred but not essential; and/or any equivalent combination of education, training and/or experience.

  • Knowledge of designated Business Units or services provided by One Call Care Management. 

  • Proficiency in client communication and escalation management.

  • Knowledge of project management methods and techniques.

  • Proficiency to supervise, lead and manage effectively staff members.

  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g. executive, management, individual contributors).

  • Excellent problem solving, team and time management skills managing multiple deadlines for self and others.

  • Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline.

  • Proficiency in making projections of future expenses based on analysis of cost effectiveness of past expenditures.

  • Bi-lingual/English and Spanish a plus.


  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.

  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.

  • The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height).

  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.

  • The work environment utilizes florescent lighting; noise level is moderate.

  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.

  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.

  • Please be advised the job description is subject to change at any time.


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