Sales Operations Coordinator

Sales Operations Coordinator

Department: Sales / Client Services Reports To: Sales & Conversion Manager Location: New York, NY Employment Type: Full-Time

About the Role

Spar & Bernstein is seeking a Sales Operations Coordinator to oversee the intake process from first contact through signed client. This role is responsible for ensuring quality, speed, consistency, and accountability across the entire intake workflow.

The Sales Operations Coordinator serves as the primary operational support partner to the Sales Manager, ensuring day-to-day sales and client activities remain organized, accurate, and on schedule. This role is responsible for monitoring payment statuses, maintaining calendar capacity awareness, tracking operational metrics, overseeing client journey progress, and proactively identifying issues requiring attention.

This is a hands-on, execution-focused role requiring exceptional organization, attention to detail, problem-solving, follow-through, and process improvement skills. The ideal candidate thrives in a fast-paced environment and enjoys building operational efficiency through data, accountability, and continuous improvement.

Key Responsibilities

• Verify and reconcile client payment records to ensure all transactions are accurate, complete, and properly documented.

• Monitor scheduling capacity and resource availability, identifying calendar conflicts, workload imbalances, and opportunities to improve appointment utilization.

• Coordinate appointment scheduling, rescheduling, and client follow-up, while maintaining accurate records of cancellations, no-shows, and attendance trends.

• Monitor Team 1 communications and workflow activity, escalating urgent client matters and time-sensitive issues to the Sales Manager for prompt resolution.

• Track the client lifecycle from initial intake through onboarding, identifying delays, service gaps, or process bottlenecks that may impact the client experience.

• Monitor and analyze operational and performance metrics, including response times, booking rates, payment activity, follow-up compliance, conversion rates, and other KPIs, identifying missing data, inconsistencies, and opportunities for improvement

• Analyze operational reports and management data to identify missing information, reporting inconsistencies, and performance gaps requiring corrective action.

• Maintain accurate operational records and documentation, ensuring outstanding tasks, client updates, and pending actions are consistently tracked and communicated.

• Develop, implement, and refine operational procedures and workflows to improve efficiency, accountability, consistency, and overall team performance.

• Prepare recurring operational reports and executive summaries highlighting KPIs, workflow performance, unresolved issues, trends, and recommendations for management review.

Qualifications

• Prior experience in intake, sales operations, client services, call center operations, or a related supervisory role.

• Experience supporting sales teams, managers, executives, or business owners.

• Experience with calendar management, appointment scheduling, and client coordination.

• Ability to manage multiple priorities, maintain confidentiality, and work independently in a fast-paced environment

• Ability to proactively identify issues, track operational metrics, and escalate urgent matters appropriately.

• Experience with CRM systems (Salesforce, HubSpot, GoHighLevel, Zoho, or similar), including maintaining accurate records and CRM data integrity.

• Strong communication skills and the ability to work closely with attorneys, managers, and intake staff.

• Law firm, immigration, or professional services experience is preferred but not required.

• Experience with project management and collaboration tools (Asana, ClickUp, Slack, Teams, etc.).

• Familiarity with workflow automation tools (Zapier, Make, or similar).

• Experience with KPI reporting, operational dashboards, and payment tracking.