Sales Operations Manager

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

As the Sales Operations Manager leading the “Order to Cash” (OTC) Team, you will play a pivotal role in ensuring the efficiency and effectiveness of our sales operations processes from Sales Order conversion to cash collection. You will be responsible for managing the end-to-end order management process, overseeing billing, invoicing, and collections activities, collaborating with cross-functional teams to optimize the order to cash cycle.

Your leadership extends to a team of individuals both in-market and offshore, entrusted with executing the daily tasks of Order updates, Sales Order Fulfilment, Print/processing, and RMA/credits. Your ability to educate and foster the growth of this team will be pivotal to achieving operational excellence and delivering on our objectives.

This position demands a strategic mindset, strong analytical skills, and driving process improvements to enhance operational performance and customer satisfaction. Reporting directly to the Director of Sales Operations, you'reexpected to be the subject matter expert on OTC, partnering with the LTO manager for function improvements.

Your key stakeholders are Sales Operations LTO, Deployment, Account Management, and Finance. Building and maintaining relationships with all these key stakeholders to ensure their processes are followed through and completed is crucial to success in this role. Acting as the glue in the middle to cradle the orders through from creation to cash collection is essential.

Role Accountabilities

• Team Leadership
• Serve as the primary contact for all Sales Order related escalation enquiries.
• Develop and deliver training programs to onboard new team members and enhance the skills of existing staff.
• Provide ongoing coaching and feedback to team members to support their professional development and career growth.
• Identify and manage strategy for uninterrupted coverage of critical daily, weekly, monthly, quarterly, and annual OTC tasks. Report strategy to leadership monthly.
• Order to Cash Process Management
• Accountable for the “Order to Cash“ phase of the sales order process.
• Key stakeholder for Sales Ops in providing updates on the “Revenue Blocker Summary” to wider business
• Manage end-to-end Order to Cash processes for US business & lead a team of staff to deliver on KPI targets
• Develop and document Order to Cash process for each Customer, driving continuous improvement opportunities.
• Conduct monthly knowledge-sharing sessions for process improvement.
• Sales Order & Invoice Processing
• Ensure accurate data is maintained on Sales Orders to support supply chain and deployment activities, working with GSS offshore team to rectify process breakdowns and bottlenecks in the process
• Work closely with Supply Chain to ensure accurate fulfilment dates and warehouse data is maintained.
• Cross Functional Collaboration
• Collaborate with Finance for accurate customer data and invoice issue resolution.
• Close collaboration with AM and Deployment teams to ensure Sales Order data is accurate to drive correct deployment & invoicing activity
• Deploy OTC staff to cover cross functional meetings and establish process to ensure team ownership of follow up and delivery of successful outcome.

Role Requirements

• Bachelor’s degree in Business Administration, Management, or related field.
• Proven experience in sales order management or a similar role, with at least 2-3 years in a leadership position.
• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Excellent organizational and time-management abilities, with a focus on attention to detail.
• Proficiency in using sales order management software and Microsoft Office Suite.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Effective communication and interpersonal skills, with the ability to collaborate cross-functionally.