Sales Operations Manager, Wholesale

Job description

At Pair Eyewear, we believe in placing our people at the center of everything we do. We are dedicated to fostering a joyful and dynamic workplace, providing our employees with an environment where they can thrive and make a meaningful impact. Pair Eyewear is scaling its Wholesale channel and needs a Sales Operations Manager to own the systems, data, processes, and infrastructure that enable our Wholesale team to execute strategy and serve accounts efficiently. This is a strategic operations role focused on removing friction across order-to-cash workflows, managing the wholesale data ecosystem, and driving adoption of operational standards across the sales team. You report directly to the Director, Customer and Sales Operations and partner closely with the Wholesale President and Sales Directors. You are building the operating system that allows a high-performing sales team to focus on selling. **What You'll Do:** ### **Sales CRM & Platform Architecture** - Own the implementation, administration, and governance of our Sales CRM ecosystem for wholesale, defining data standards, field mappings, and governance rules to ensure accurate account ownership, pipeline visibility, and forecasting. - Lead the platform roadmap, including evaluating integrations, managing vendor relationships, and ensuring our CRM, order-to-cash, and reporting platforms work together seamlessly. ### **Master Data & Account Governance** - Establish and maintain product data, account hierarchy, classification frameworks, and door-level identifiers that power wholesale operations and reporting. - Define account segmentation and AE-to-account routing logic, including clear rules for resolving ownership conflicts. ### **Order-to-Cash Operations** - Own and continuously improve the wholesale order journey from receipt through delivery, optimizing order intake (rep submission, email, phone, B2B platform) and driving adoption of automated processes. - Establish operational processes for returns, credits, and claims in partnership with Finance, and monitor key cycle metrics (order-to-ship, ship-to-delivery) against SLAs. - Partner with Fulfillment, Supply Chain, and 3PL partners on inventory visibility, operational planning, and peak-season readiness. ### **Field Enablement & Administration** - Administer territory changes day to day—assignments, account moves, and splits—as doors open, close, and change hands. - Manage the wholesale sample program end-to-end—seasonal product refreshes, allocation, inventory tracking, recovery—and use sell-through data to inform allocation and measure program impact. - Partner with Finance to administer quotas and ensure AEs have clear visibility into goals and performance. ### **Wholesale Service Design & Intake** - Design and improve how CX supports wholesale, creating a high-touch experience for key accounts while enabling scalable, self-service support for Indie accounts. - Build account-facing intake mechanisms and routing processes, ensuring CX has context and tools to resolve requests efficiently and reduce AE involvement in service work. - Monitor service-level metrics—SLA adherence, first-contact resolution, escalations—to identify opportunities to improve the account experience. ### **Reporting & Analytics** - Own the reporting strategy for wholesale, creating a single source of truth: AE-facing dashboards (pipeline, forecast, account health, productivity) and leadership reporting (channel health, door growth, efficiency, forecast accuracy). - Lead the migration of wholesale reporting from NetSuite to Looker and establish a roadmap for scalable, self-service reporting. - Partner with Sales and Finance on forecasting and pipeline management, translating data into actionable insights. **Who You Are:** - An operations builder who creates structure where playbooks don't yet exist—comfortable with ambiguity, first-time problem solving, and a bias toward action over perfection. - Data-driven and analytical—you dig into what numbers mean, diagnose problems, validate solutions, and identify what should happen next. - Comfortable owning complex, end-to-end processes and driving execution without constant oversight. - A strong cross-functional partner who influences and drives work across Sales, Finance, CX, Supply Chain, IT, and Operations without relying on direct authority. - A clear communicator who translates complex systems, processes, and data into information others can easily understand and act on. - Detail-oriented and proactive, building durable, well-documented processes that evolve and scale as the business grows. **Need to Have:** - 8+ years in Sales Operations, Revenue Operations, Sales Excellence, or a similar function within a B2B or wholesale organization. - Experience owning or administering CRM platforms, including data governance, pipeline management, and forecasting. - Experience across order-to-cash, supply chain, or fulfillment processes. - Track record leading complex, cross-functional initiatives across Sales, Finance, IT, CX, and Operations. - Advanced Excel or Google Sheets skills, and experience with Looker or a similar business intelligence platform. - Strong analytical and communication skills, with the technical aptitude to quickly learn and administer new systems. **Nice to Have:** - B2B wholesale or distribution experience, particularly in eyewear, optical, or another high-SKU consumer product business. - Experience with NetSuite, Salesforce, HubSpot, Shopify Plus, or similar CRM/ERP/ecommerce platforms. - SQL knowledge, and experience designing or monitoring SLAs in a service or operational environment. - Experience building self-service reporting for sales teams, in a high-growth organization of roughly 50–500 employees. **Some Benefits and Perks of Working At Pair:** - Health, vision and dental insurance - Generous vacation policies - Competitive salaries with equity opportunities - Retirement savings plan options - Free eyewear (plus discounts for family and friends) At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $120,000 - $135,000 and will depend on your skills, qualifications, and experience. Additionally, this role may be eligible for discretionary short-term and long-term incentives. Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.