Senior Outbound Sales Manager (Contact Center)

Job description

The Senior Outbound Sales Manager provides strategic leadership for Public Storage’s outbound sales function, overseeing multiple campaigns and teams to drive revenue growth, conversion improvement, and customer experience excellence. Reporting to the Vice President of Sales, this role leads the Outbound Sales Manager and broader outbound operations. The ideal candidate brings strong sales leadership, analytical rigor, and the ability to influence cross-functional priorities. This leader will establish operating goals, evaluate performance against key business outcomes, and use data, analytics, and AI insights to optimize results. The role also serves as a key partner to senior leadership, delivering executive-level reporting, recommendations, and insights to support planning, resource allocation, and continuous improvement. Key Focus Areas Lead outbound sales strategy and operating model Directly manage and develop the Outbound Sales Manager Drive revenue, conversion, and efficiency across campaigns Use data, analytics, and AI to inform decisions Present performance insights, forecasts, and recommendations to senior leadership Oversee BPO partnerships to improve performance and consistency Principal Responsibilities 1. Strategic Outbound Sales Leadership Lead outbound sales strategy, structure, and performance management Use all available tools and resources to improve sales behaviors, strengthen execution, and increase productivity Leverage call listening, data analytics, observed coaching, AI analytics, and other performance insights to identify opportunities and support development Innovate new sales techniques and approaches to improve conversion and overall team effectiveness Develop supervisors and managers through observed coaching, one-on-one interactions, and ongoing feedback to strengthen leadership skills and performance Manage and develop the Outbound Sales Manager and support team leaders Drive revenue, conversion, and operational efficiency across campaigns 2. Leadership and Talent Development Coach and develop the Outbound Sales Manager and BPO leaders to improve performance Build organizational capability through leadership development, performance management, and succession planning Ensure strong recruiting, onboarding, training, and retention practices Foster a high-performance culture built on accountability, collaboration, and continuous improvement Assess leadership effectiveness and implement development plans as needed 3. Revenue and Performance Management Monitor campaign performance to drive rentals and revenue growth Identify trends, risks, and opportunities affecting conversion and attainment Set clear expectations and escalation paths for underperformance Review and approve initiatives that improve conversion, efficiency, and productivity Ensure the team maximizes revenue opportunities through effective sales execution 4. Executive Reporting and Business Insights Prepare and present performance updates, forecasts, and strategic recommendations to the VP of Sales and senior leaders Translate complex data into clear executive summaries and business narratives Use dashboards, call analytics, and customer behavior trends to guide decisions Recommend changes to staffing, workflow, campaign design, and resource allocation based on business intelligence Lead business reviews for the outbound sales function 5. Process, Systems, and Innovation Assess and improve outbound workflows, systems, and supporting technologies Partner with IT, Workforce Management, Marketing, and other stakeholders to enhance CRM, dialer, and reporting tools Identify opportunities to apply AI, automation, and analytics to improve sales effectiveness Drive process standardization and operational discipline across campaigns Lead pilot initiatives and continuous improvement efforts that strengthen performance 6. BPO Partnership Management Oversee BPO partners supporting outbound sales operations Ensure alignment with performance expectations, service standards, and business priorities Monitor results and partner with internal and external teams to improve conversion, efficiency, and quality Support governance, coaching, and performance reviews for BPO operations Identify opportunities to improve BPO performance through training, process changes, and accountability measures Required 8+ years of progressive sales leadership experience, preferably in outbound, inside sales, or call center environments Proven ability to lead managers or multi-level teams in a performance-driven environment Demonstrated success driving revenue growth, conversion improvement, and operational excellence Strong strategic, analytical, and business planning skills Experience presenting to senior leadership and influencing executive decisions Proven ability to build and lead high-performing sales organizations Strong communication, leadership, and change management capabilities Solid understanding of legal requirements and restrictions associated with outbound dialing campaigns Preferred Experience in storage, real estate, or related service industries Experience managing outbound sales functions at scale Familiarity with AI-enabled sales tools, speech analytics, and performance intelligence platforms Background in CRM, forecasting, and sales operations Experience working with or managing BPO partnerships Experience with dialer technologies, reporting, and performance measurement Bachelor’s degree in Business, Marketing, or related field Success Metrics Outbound revenue growth and campaign contribution Conversion rates across outbound campaigns Leadership effectiveness and Outbound Sales Manager performance Operational efficiency and process improvement results Adoption of data-driven improvements and technology enhancements Executive stakeholder satisfaction with reporting, planning, and strategic insight Customer experience and quality outcomes Compensation Base Pay Range : $130,000 - $140,000 Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of our total awards approach to compensation which is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses or incentives. Workplace One of our values pillars is to work as OneTeam and we believe that there is no replacement for in-person collaboration but understand the value of some flexibility. Public Storage teammates are expected to work in the office five days each week with the option to take up to three flexible remote days per month. Our office is located in west Glendale, near Interstate 5 and Western, just south of downtown Burbank Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply. **Sponsorship for Work Authorization is not available for this posting. Candidates must be authorized to work in the U.S. without restrictions or requiring sponsorship now or in the future. We do not provide training plans or support for F-1 OPT, STEM OPT extensions, or future visa sponsorship.** REF3988P Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords. We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth , ranked us in the Top 5% for Work Culture , and in the Top 10% for Diversity and Inclusion . We're a member of the S&P 500 and FT Global 500 . Our common and preferred stocks trade on the New York Stock Exchange. Public Storage is the nation’s leading self-storage provider, recognized for its iconic orange doors and commitment to delivering simple, reliable solutions to millions of customers across the country. We are expanding our creative team to enhance our consistent and engaging visual brand presence.