Manager, Sales Operations and Support

P OSITION S UMMARY: The Operations Manager is responsible for managing the day-to-day contact center functionality of the Silversea Consumer Sales and Trade Reservations teams, ensuring efficient and effective workflows, optimizing operational processes, facilitating effective communication and collaboration with relevant stakeholders, and maintaining high standards of quality and productivity.  This role supports and develops teams to ensure that they meet and exceed department goals and KPIs. The OM also helps ensure compliance with company procedures across all access channels. The Manager identifies areas of opportunity to improve Silversea policies and process improvement opportunities with the goal of improving guests’ interactions with our brand. The Operations Manager is also responsible for driving sales performance across Consumer Sales and Trade Reservations teams by implementing strategies that improve conversion, revenue generation, productivity, and sales effectiveness. This role partners closely with Sales Leadership, Training, Quality, Workforce Management, and other stakeholders to identify opportunities, remove barriers to performance, and foster a culture of accountability and continuous improvement.   E SSENTIAL D UTIES AND R ESPONSIBILITIES:

Operational Oversight

Manage and oversee daily business operations. Ensure operational efficiency and effectiveness through strategic planning and process optimization. Monitor and analyze operational performance metrics. Identify areas for process improvement and implement effective solutions. Effectively manages resources to meet all corporate objectives; determines, monitors, and drives key operational and sales metrics including service levels, conversion rates, revenue performance, booking volume, productivity, compliance, quality standards, guest experience indicators, and other critical business measurements and goals. Ensure efficient allocation and utilization of resources, budgets, or costs.

Sales Performance Management

Drive achievement of sales, revenue, conversion, and productivity targets. Monitor and analyze sales performance trends, including conversion rates, booking volume, revenue performance, average booking value, and sales productivity metrics. Identify performance gaps and implement action plans to improve individual, team, and departmental sales results. Partner with Sales Leadership, Quality, Training, and Workforce Management teams to drive sales effectiveness initiatives and optimize performance outcomes. Utilize data and business insights to identify opportunities for increased revenue generation, upselling, cross-selling, and improved sales conversion. Lead regular performance reviews to assess business results, identify root causes for performance variances, and develop corrective action plans. Ensure coaches and leaders effectively monitor and manage sales performance through structured coaching, feedback, and development plans. Support the design, implementation, and governance of sales incentive programs and recognition initiatives that drive desired business outcomes. Drive adoption of best practices, sales processes, and customer engagement techniques that enhance guest and trade partner experiences while achieving business objectives. Collaborate with stakeholders to forecast sales trends, evaluate business opportunities, and support strategic initiatives that contribute to revenue growth.

Team Leadership

Lead, mentor, and develop the operation teams, fostering a collaborative and high-performance culture. Facilitates an environment where coaches are completing performance appraisals and providing constructive feedback. Coordinates and supports employee engagement activities with direct and trade teams, including the design and implementation of various programs aimed at motivating employees and maintaining high levels of job satisfaction.

Stakeholder Communication

Partners