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.

The Sales Operations Manager (Order to Cash) is responsible for the performance of the Order to Cash process via offshore teams. The role ensures our offshore support teams deliver accurate, efficient, and timely order processing through to revenue recognition. They optimize the end-to-end OTC process, ensuring data integrity across Sales Orders, invoicing, and returns while providing clear reporting on revenue blockers. The role enables Account Management, Deployment, Supply Chain, and Finance teams to operate effectively by driving process discipline, operational excellence, and continuous improvement. They manage internal stakeholder relationships to remove blockers, improve workflows, and deliver a seamless order-to-cash experience that supports commercial success across the business.

Key responsibilities for the role

Ownership of the Order-to-Cash Process

• Own and manage the end-to-end Order-to-Cash process, delivering agreed KPI targets via offshore support resources
• Act as the primary Sales Ops stakeholder for the Order-to-Cash phase, including ownership of the Revenue Blocker Summary and issue escalation
• Partner with Deployment, Supply Chain, GSS, and Account Management to ensure accurate fulfilment, billing, and cash outcomes

Revenue Assurance, Fulfilment & Billing Accuracy

• Ensure sales order data accuracy, including fulfilment dates, warehouse data, and pricing, to support supply chain and deployment activities
• Collaborate with Deployment Managers and Account Managers to ensure ordered solutions are delivered as sold and revenue is billed correctly
• Manage order changes outside Frozen Zone timings and escalate inventory-impacting updates to Supply Chain

Data, Reporting & Business Insights

• Deliver and distribute market reporting on sales revenue actuals and pipeline performance
• Design, implement, and manage dashboards, scorecards, and performance reporting aligned to Order-to-Cash KPIs
• Provide QBR data, insights, and recommendations, partnering with BTS and Data Analytics teams to resolve data quality issues

Process Optimisation, Automation & Capability Development

• Work with offshore processing teams to identify and implement process optimisation and automation opportunities across the Order-to-Cash lifecycle
• Partner with GSS teams to offshore non-exception systemic transactions and resolve process bottlenecks
• Develop and deliver training and onboarding programs to build capability and promote best-practice adoption
• In partnership with BTS and Account Management, champion best-practice advocacy initiatives that enhance the customer experience

Qualifications and experience

• 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.

• Proficiency in using sales order management software and Microsoft Office Suite.