Team Lead (Market Operations) in St. Petersburg, Florida at ValpakClipp

Valpak Clipp

Job Description

Job Title: Team Lead (Market Operations)

FLSA Status: Non-Exempt

Summary:

The Team Lead, Market Operations is responsible for leading and optimizing a team that delivers operational support to local market sellers, sales leaders, and field support partners. This role ensures the accurate and timely execution of order management, contract processing, and production workflows while driving continuous improvement across systems and processes.

This position balances leadership and hands-on operational involvement—overseeing day-to-day execution while improving efficiency, scalability, and service quality across market operations.

Essential Duties and Responsibilities:

• Lead, coach, and develop a team of Market Operations Representatives
• Set clear performance expectations and monitor productivity, accuracy, and SLA adherence
• Provide ongoing feedback, coaching, and performance management
• Support onboarding and training to ensure consistency across systems and processes
• Foster a culture of accountability, collaboration, and continuous improvement
• Oversee daily workflows including order entry, CPQ processing, contract amendments, and case management
• Ensure timely and accurate completion of market job cycles, including envelope decking and release to production
• Monitor Salesforce case dashboards and team queues to ensure requests are resolved within SLA
• Act as an escalation point for complex or high-impact operational issues
• Ensure adherence to business rules, production guidelines, and company policies
• Identify process gaps, inefficiencies, and recurring issues within operational workflows
• Partner with leadership to implement scalable solutions and improve standardization
• Drive documentation of processes, best practices, and system usage
• Support and reinforce Salesforce and Sales Technology transformation initiatives
• Leverage data and reporting to recommend and measure process improvements
• Serve as a liaison between Market Operations, Sales, Production, Finance, and other internal teams
• Facilitate communication across departments throughout the sales order lifecycle
• Align on priorities, deadlines, and operational expectations to support revenue goals
• Provide proactive communication regarding risks, delays, or process changes
• Track and analyze key performance metrics such as turnaround time, accuracy, and workload volume
• Provide regular reporting and insights to leadership
• Use data to coach team members and improve overall performance
• Monitor deadlines and ensure markets and sales teams submit orders on time
• Provide operational support to markets as needed, including coverage during staffing gaps
• Assist with training and guidance for sales teams on systems and processes
• Perform related duties and additional responsibilities as required

Education/Experience:

• Minimum 3-5 years of experience in operations, sales support, or order processing environment
• Prior leadership, supervisory, or team lead experience preferred
• Experience in a deadline-driven, high-volume environment required
• Salesforce or similar CRM system experience preferred

Requirements and Qualifications:

• Strong understanding of order management, contract workflows, and production processes
• Proven leadership ability with experience coaching and developing team members
• Ability to prioritize, delegate, and manage multiple workflows simultaneously
• Strong problem-solving and critical thinking skills
• Excellent organizational and communication skills
• High attention to detail and accuracy
• Ability to make independent decisions in a fast-paced environment
• Strong interpersonal and cross-functional collaboration skills
• Technical proficiency in CRM systems, reporting tools, and operational platforms

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