Team Lead Revenue Operations

Role & responsibilities

Queue & Case Management (Core KRA):

• Own and actively manage erroneous contract queues, ensuring timely assignment to the team and driving resolution within defined SLAs.
• Monitor and manage approval queues across Salesforce CPQ, Ironclad, and other deal- related systems, ensuring approvals move efficiently and blockers are addressed proactively.
• Oversee support intake via Slack, JSM, and email, ensuring tickets are triaged, assigned, tracked, and resolved effectively.
• Identify aging items, recurring issues, or bottlenecks across queues and escalate risks proactively to RevOps leadership. Sales Enablement & Stakeholder Collaboration
• Partner closely with Sales and Sales leadership to support active deal cycles and unblock issues quickly.
• Coordinate with Finance, Legal, and RevOps leadership to resolve deal exceptions and approval delays.
• Reinforce best practices around deal structure, approvals, and administrative requirements with Sales teams. Process Excellence, Tooling & Analytics:
• Own team KPIs and dashboards (e.g., cycle time, SLA attainment, backlog, error rate, escalations, Sales satisfaction); communicate performance and trends to leadership weekly.
• Drive operational projects/initiatives to improve throughput, accuracy, and Sales experience, document SOPs, and wiki playbook.
• Maintain a strong working knowledge of Finance policies (e.g., Booking and Commissions rules) and ensure consistent application and training across the team.
• Enforce governance, including approval matrices, delegation of work, and wiki playbook adherence; ensure well-documented audit trails.
• Implement quality control checks; drive measurable reductions in rework/error rates and time to resolution. Team Leadership & People Management:
• Manage SPOT Help - stakeholder query management process and contract erroneous queue assignments, ensuring closure of all cases per TAT.
• Ensure availability for yourself and the team during odd hours to support timely deal closures and provide instant support to Sales during EOM/EOY.
• Manage team capacity, scheduling, and coverage to meet SLAs across time zones and sales segments.
• Own onboarding and ramp plans for new hires; drive ongoing skills development and certification on contracting policies and tools.
• Lead, coach, and develop a team of Revenue Operations Support reps; set clear goals, provide regular feedback, conduct performance reviews, and build strong career paths. Serve as the escalation point for complex requests and exceptions; make sound judgment calls and escalate to senior leadership as needed.
• Lead monthly contracting office hours and participate in QBRs; facilitate contracting training and refreshers for the team.

Preferred candidate profile

5+ years of experience in contract management, deal desk, sales operations, finance, or related fields, with demonstrated progression.

2+ years of people leadership (team lead, supervisor, or manager) preferred; strong mentorship track record required.

Bachelors degree with strong academic performance.

Proficiency with Salesforce is strongly preferred; experience with CPQ, eSignature (e.g., Adobe Sign/DocuSign), and Ironclad is a plus.

Comfortable leveraging AI tools and prompts to increase speed and quality of work.

Excellent communication (written and verbal), stakeholder management, conflict resolution skills; comfortable presenting to senior leadership.

Strong business acumen, ethics, and judgment; proven ability to solve problems independently and at pace in a dynamic environment.

Exceptional time management and prioritization; flexible working hours; able to manage multiple projects while responding to rep requests and meeting deadlines.

Advanced skills in PowerPoint, Word, Excel, Outlook, and Adobe; familiarity with internal support channels (e.g., SPOTHelp/Erroneous contracts management) is a plus.