Director, Sales Operations

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Position Overview

The Director, Sales Operations — Americas is a senior leadership role responsible for the operational effectiveness, productivity, and go-to-market efficiency of Mitel's sales organization across the USA, Canada, and CALA (Caribbean and Latin America).

The role sits at the intersection of strategy and execution, partnering directly with Americas Sales Leadership to drive performance through world-class processes, data-driven insight, and operational rigor.

Reporting to the Global Vice President, Revenue Operations, the Director will lead a dedicated Americas Sales Operations team and work in close partnership with cross-functional stakeholders across Finance, HR, Marketing, IT, and the global Revenue Operations function.

This is a high-visibility role with direct impact on revenue, growth, and organizational effectiveness across one of Mitel's most strategically important regions.

Job Responsibilities

1. Sales Planning, Forecasting & Quota Management

• Lead sales forecasting, planning, and budgeting processes across the Americas region, ensuring accuracy, consistency, and strategic alignment with global Revenue Operations standards
• Design and own the equitable allocation of sales quotas across all Americas channels and resources, ensuring every team member is set up to succeed and all objectives are assigned on time
• Proactively monitor planning quality and process consistency; coordinate planning activities with Finance, HR, and global Sales Operations as required
• Attend and actively contribute to ELT forecast reviews, bi-weekly regional forecast reviews, and Close the Gap sessions, providing data-driven analysis and actionable recommendations
• Responsible for theatre communications within the Americas sales organization on process, programs, and initiatives

2. Go-to-Market Coverage & Territory Optimization

• Design and optimize go-to-market coverage models across the Americas region, ensuring the right sales resources are deployed against the highest-value market opportunities
• Lead account segmentation initiatives — analyzing firmographic, revenue, and growth-potential data to classify accounts and align them to the most effective sales motions
• Own sales representative and channel assignment frameworks, balancing workload, market potential, and specialization to maximize revenue per head and overall regional ROI
• Partner with Sales Leadership and Finance to model territory design scenarios, simulate revenue impact, and make data-driven recommendations on coverage changes
• Continuously monitor coverage efficiency metrics including whitespace analysis, account penetration rates, and capacity utilization to identify and act on growth opportunities

3. Channel Integrity & Direct/Partner Segregation

• Define, document, and enforce clear rules of engagement between Mitel's direct sales force and channel partners, ensuring unambiguous account ownership and minimizing conflict across Americas
• Own and maintain the account segmentation framework that determines which accounts are served direct versus through channel, based on criteria including account size, strategic value, geography, and partner capability
• Establish and govern escalation and arbitration processes for channel conflict, acting as the neutral arbiter when direct and partner routes overlap or compete for the same opportunity
• Work with Sales Leadership and Channel Management to implement systematic account tagging and CRM controls that enforce segregation policies and provide full visibility into coverage boundaries
• Conduct regular audits of direct and partner account assignments to detect and resolve boundary violations, ensuring compliance with Mitel's channel program terms
• Partner with Legal, Finance, and Channel Program teams to ensure compensation and incentive structures reinforce the segregation between direct and indirect sales motions

4. Process Excellence & Continuous Improvement

• Proactively identify and eliminate bottlenecks in the sales process, fostering a culture of continuous improvement and operational rigor across Americas
• Lead process definition and documentation for Americas Sales Operations, including approval policies, PreSales workflows, and Service processes — developing Business Requirement Documents (BRDs) and ensuring cross-functional alignment
• Facilitate cross-departmental workshops to define, align, and continuously improve Sales Operations processes in collaboration with Finance, Legal, HR, and IT
• Working with Sales Leaders and Marketing, implement internal sales SPIFFs and Partner Rewards Programs, managing the delivery tools
• Own and deliver process training programs for Sales, PreSales, and Sales Management teams across Americas — preparing materials, conducting sessions, and monitoring adoption

5. Technology, Reporting & Business Intelligence

• Own the deployment and optimization of enabling technologies including CRM across the Americas region — ensuring data integrity, compliance with global standards, and maximum ROI from Mitel's technology investments
• Monitor the accuracy and efficient distribution of sales reports and intelligence essential to the Americas sales organization; recommend revisions to existing reports or develop new reporting tools as needed
• Build and maintain a suite of dashboards and reports that give Americas Sales Leadership the intelligence needed to make fast, well-informed decisions
• Participate in Americas Sales & Operations Planning (S&OP) calls, providing Sales data and CRM insights to inform supply chain and inventory planning
• Coordinate CRM data and process alignment with the Americas Marketing team to support campaign execution, pipeline generation, and lead management

6. Sales Incentive Compensation

• Provide input to senior leadership in the development and administration of sales incentive compensation for the Americas region
• Working with Finance, HR, and the global Revenue Operations team, provide assistance with sales incentive compensation administration — including arbitration and clarification of compensation policy application
• Ensure compensation and incentive structures are aligned to reinforce go-to-market strategy and channel segregation objectives
• Partner with HR, Legal, Finance, and global Sales Compensation to adapt and implement sales incentive plan design and terms across the USA, Canada, and CALA, in line with applicable local requirements and global governance

7.

Governance, Management

Support & Cross-Functional Collaboration

• Act as a key liaison between Americas Sales management and global Revenue Operations/Sales Operations leadership, ensuring regional priorities are well represented and global programs are effectively localized
• Partner with the Service organization on sales campaign coordination and deliver ad-hoc CRM-based sales reports to support Service planning activities
• Direct and support the consistent implementation of company initiatives across the Americas sales organization
• Build peer support and strong internal relationships with key management personnel across Finance, Marketing, HR, Legal, and IT

Qualifications & Experience

• Bachelor’s degree from an accredited institution, or equivalent professional experience