Regional Sales & Operations Manager

The Regional Sales & Operations Manager (RSOM) leads regional Inside Sales operational effectiveness, process standardization, and continuous improvement across assigned regions. Reporting to the Director of Inside Sales Enablement, this role partners with District Managers, Branch Sales & Operations Managers, Regional Directors, and corporate support teams to translate company strategies into consistent execution across branch locations.

The RSOM drives the adoption of standardized processes, strengthens employee and leadership capabilities, supports customer experience initiatives, and identifies opportunities to improve productivity, workflow efficiency, and operational performance. The role also provides leadership and coordination for assigned Customer Care and Regional Programs functions, ensuring alignment with company objectives, customer requirements, and established operating practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.

Inside Sales Strategy & Operational Leadership

• Lead the development, implementation, and ongoing execution of Inside Sales strategies and initiatives.
• Partner with District Managers, Branch Sales & Operations Managers (BSOMs), and regional leadership to establish consistent operational expectations.
• Facilitate strategy discussions, provide follow-up, and assist leadership in identifying opportunities for improvement.
• Provide guidance on workload balance, headcount needs, staffing considerations, and operational challenges.
• Support quote strategy and other sales-related processes as needed.
• Identify operational roadblocks and work with appropriate departments to develop solutions.
• RSOM's facilitate the new quarterly Inside Sales Strategy reviews with every branch in their region, including DM's, BSOM, RSOM, DOISE, and RDOS optional attendance. They also put together the template in SharePoint for ease of use for managers to access and house a central repository.

Process Development & Standardization

• Develop, maintain, and communicate standardized processes and procedures supporting Inside Sales.
• Maintain and improve process documentation and resources within the company Wiki.
• Identify inconsistencies, inefficiencies, and opportunities to simplify workflows.
• Partner with stakeholders to develop practical solutions that support both operational efficiency and customer service.
• Support workflow approvals, exceptions, and escalations requiring regional coordination.

Training, Onboarding & Development

• Partner with Training and regional leadership to establish, implement, and evaluate training programs that improve Inside Sales effectiveness.
• Coordinate with Learning Management System (LMS) resources to ensure relevant training is available and maintained.
• Support new-hire onboarding processes and the flow of information, tools, and resources.
• Provide operational guidance and coaching to BSOMs and other Inside Sales leaders.
• Identify training gaps and opportunities to improve employee effectiveness and consistency.

Systems, Tools & Continuous Improvement

• Partner with internal departments to identify and resolve system-related challenges affecting Inside Sales.
• Support the rollout, adoption, and communication of new systems, tools, and processes.
• Gather feedback from Inside Sales teams and communicate improvement opportunities to appropriate stakeholders.
• Help bridge the gap between operational needs and system capabilities.
• Leading tariff mitigation strategy and execution, including sales training, branch consultation, FTZ utilization, and hands-on operational support.
• Promote continuous improvement through simplification, automation, and effective use of available resources.

Customer Care Leadership & Support (CCS team)

• Provide leadership and oversight for assigned Customer Care resources and functions.
• Support the resolution and escalation of customer complaints, quality concerns, and post-sale service issues.
• Establish expectations for communication, responsiveness, case management, and follow-through.
• Coordinate with Sales, Operations, suppliers, and other internal departments to resolve complex customer issues.
• Identify recurring issues and opportunities to improve customer experience.

Regional Programs & Specialized Support (RPS)

• Provide leadership and operational support for Regional Programs Specialists and related initiatives.
• Support customer automation programs, supply-chain solutions, and customer system integrations.
• Assist with specialized customer programs that require coordination across departments.
• Support tariff mitigation processes, tariff exceptions, and source management.
• Help ensure specialized programs and processes are communicated, supported, and executed consistently.
• Monitor and review customer requested portal usage for maximized efficiency and workload analysis.

Cross-Functional Leadership & Organizational Support

• Serve as a regional liaison between Inside Sales and corporate support functions, including Sales, Operations, IT, Training, Warehouse and Procurement.
• Communicate operational changes, company initiatives, and process expectations to affected stakeholders.
• Facilitate discussions and follow-up on issues requiring collaboration across multiple departments.
• Provide operational perspective and feedback to leadership regarding the impact of company initiatives on Inside Sales.

Personnel & Organizational Support

• Provide guidance to branch and district leadership regarding Inside Sales personnel matters and operational expectations.
• Support pay plan administration, interpretation, and related processes as applicable.
• Evaluate workload distributions, staffing needs, and operational capacity, providing recommendations to regional and district leadership.
• Support Business Development Specialist (BDS) and intern lead processes.
• Partner with appropriate leaders and departments to address organizational needs and improve team effectiveness.

Leadership & Collaboration

The RSOM works closely with District Managers, BSOMs, Regional Directors of Sales, Operations leadership, and corporate support departments.

The role requires the ability to influence and support teams across multiple locations, often without direct reporting authority.

The RSOM must balance the need for organizational consistency with the operational needs of individual branches, helping leaders successfully execute company initiatives while maintaining accountability within their respective teams.