Director of Sales Operation

Description

At Infinity, we take pride in our commitment to Energy, Excellence, and Execution by providing Life-Changing Experiences for our employees. Through our Perform Culture, we foster an environment where individuals are empowered to achieve their best, collaborate with purpose, and drive meaningful impact.

As a recipient of several prestigious workforce awards from the Detroit Free Press, Des Moines Register, and Corridor Business Journal, including the Top Workplaces Award and Coolest Places to Work, we encourage you to join Infinity’s exceptional workforce and be part of our award-winning culture.

We offer a Business casual dress code, a fun break room, and engaging activities and events that strengthen team connections, and give back to our local communities. At Infinity, we don’t just build careers—we create opportunities to grow, thrive, and perform at the highest level.

The Role

We are seeking a strategic, results-driven Director of Outbound BPO Sales Programs to lead and scale high-performance, sales-focused business process outsourcing (BPO) initiatives. This is not a typical call center leadership role—the ideal candidate will have a deep understanding of outbound programs where compensation and business success are tied to sales conversion, revenue performance, and results-based metrics, not hours worked.

This role is critical in managing Client relationships, driving aggressive growth targets, and optimizing performance levers that directly create bottom-line upside for the company. You will be responsible for overseeing third-party sales teams, managing program KPIs, and building scalable frameworks for outbound sales campaigns across various verticals.

Requirements

• Program Ownership: Lead the design, execution, and ongoing optimization of outbound BPO sales programs with a focus on revenue generation and profitability.
• Vendor & Partner Management: Select, onboard, and manage outsourced sales partners. Align them to performance-based contracts and ensure compliance with service-level expectations.
• Performance Management: Develop KPIs and dashboards to track program success—including conversion rates, average order value, CPA, and customer LTV.
• Sales Strategy: Partner with internal sales and marketing teams to align outbound scripts, offers, and campaigns with strategic goals.
• Financial Accountability: Own program-level P&L and forecast performance impact. Drive cost efficiency and maximize upside based on sales performance.
• Compliance & Quality: Ensure adherence to regulatory requirements, quality standards, and customer experience benchmarks.
• Upside Optimization: Identify incentive structures, commission models, and gamified systems to drive vendor performance and ROI.
• Scaling & Expansion: Strategize on entering new markets, expanding successful campaigns, and onboarding additional partners.
  
  

Ideal Qualifications

• 7+ years of experience in outbound BPO program leadership, sales operations, or performance-based call center management.
• Proven success in managing sales-driven or performance-based programs (e.g., pay-per-sale, commission-based, or hybrid models).
• Deep understanding of sales pipeline metrics, performance analytics, and sales enablement in an outsourced model.
• Strong vendor management skills and experience negotiating commercial terms tied to outcomes, not hours.
• Financial and operational acumen—able to own a P&L, model growth scenarios, and understand how sales outcomes impact business economics.
• Experience in high-velocity B2C or B2B environments is strongly preferred.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Experience managing offshore and nearshore teams across multiple geographies.
• Exposure to industries such as telecom, SaaS, or fintech.
• Familiarity with sales enablement platforms, CRM systems, and QA tools.
  
  

Why Join Us?

• This is a unique opportunity to lead a high-impact, performance-based sales engine that directly contributes to business growth. You'll join a fast-paced environment where innovation, accountability, and entrepreneurial thinking are encouraged and rewarded.
  
  

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 10 pounds, if necessary.