BPO Sales Operations Manager
About the position This role is eligible for our hybrid work model: Two days in-office. At Priceline, we pride ourselves on sales excellence, and our team delivers the very best. Priceline Partner Solutions is seeking an experienced leader to manage global BPO sales programs. The ideal candidate will have a strong background in vendor management within sales-focused contact centers and will use data-driven insights to improve conversion, revenue, and quality. This role requires aligning offshore partners to Priceline's sales strategy, driving continuous improvement, and influencing vendor leadership to achieve sales outcomes. This role is focused on leading offshore BPO vendors to deliver measurable sales results. The successful candidate is an experienced operator with a proven record of managing vendor-led contact center sales programs - not as an individual seller, but as someone who sets targets, coaches vendor leadership, and ensures conversion and revenue growth. Using analytics, you will influence vendor actions, align programs with Priceline's sales strategy, and drive operational excellence across global sites. Responsibilities • Oversee daily sales performance operations across offshore contact center locations. • Ensure consistent execution of sales performance strategies across partner relationships and regions. • Communicate and drive sales performance goals in partnership with vendor teams. • Lead vendor performance management for sales programs: set targets, review pipelines, coach vendor leadership, and implement conversion playbooks. • Use data insights to influence vendor actions, translate findings into clear directives, and track impact. • Evaluate and analyze performance reports (hourly, daily, weekly, monthly) to identify key drivers and direct corrective actions with vendors. • Conduct root cause analysis for sales and quality trends, developing and owning action plans with vendor leaders. • Monitor sales performance, implement conversion improvement plans, and create proactive strategies to achieve sales targets. • Build collaborative working relationships with cross-functional peers to maintain operational expertise. • Coordinate quarterly and annual business reviews (QBRs and ABRs), enhancing templates to align with sales performance goals. • Collaborate on the design and testing of new sales promotions and affiliate programs. • Stay current on industry trends and emerging technologies, including AI initiatives, to adapt strategies and maintain operational excellence. Requirements • 5+ years of experience leading sales-focused BPO/contact center programs, including 3+ years managing vendor performance across global locations. • Demonstrated success in driving conversion and revenue by leading vendor teams, not just individual sales. • Strong analytical skills with the ability to use performance data to coach vendors, identify opportunities, and implement improvement plans. • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), Tableau, Jira, Service Desk, and Google Workspace tools (Drive, Gmail, Sheets, Slides, Docs). • Strong organizational, communication, and relationship-building skills. • Ability to thrive in fast-paced, deadline-driven environments. • Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust. Nice-to-haves • Experience with Project Management or Six Sigma methodologies is a plus. • Knowledge of emerging trends in sales within the travel industry is advantageous. Benefits • Competitive base salary. • Annual bonus and/or equity grant eligibility. Apply tot his job