Senior Manager, Inbound Sales

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: www.sony.com/en.
 

POSITION SUMMARY 

Sony Corporation of America (SCA), the US headquarters of Sony, has an excellent opportunity for a Senior Manager Inbound Sales who will support the launch of a new business incubated within SCA. This role provides a unique opportunity to rapidly drive revenue growth and market expansion. This position will lead the inbound sales team, execute sales strategies, and establish and report on revenue forecasts. The Senior Manager will be responsible for the execution of all operational aspects for our inbound sales contact center. 

JOB RESPONSIBILITIES 

• Develop and implement comprehensive inbound sales strategies to increase the customer base and drive market penetration via partnership with marketing 

• Effectively manage a third party BPO workforce of contact center sales agents across voice and chat, while achieving required staffing levels 

• Partner with HR/Compensation to create compensation model for agent/supervisor/manager with the right balance of fixed vs variable compensation to incentivize sales performance, and other non-financial means of employee recognition 

• Oversee the execution of onboarding and ongoing training programs and resources to ensure technical and soft skills of the contact center sales agents remain current 

• Provide ongoing agent or BPO level feedback on call monitoring and customer experience results 

• Balance sales conversion while delivering an incredible customer experience and developing customer feedback loops 

• Implement and drive usage of IVR, sales CRM reporting/forecasting, and other contact center sales tools 

• Monitor and report on sales metrics, KPIs and forecasts 

• Work closely with cross-functional teams, including Marketing, Product, Care & Retention to align efforts and drive success 

• Foster a collaborative and results-driven sales culture within the team 

QUALIFICATIONS FOR POSITION 

Your qualifications and experience should include:  

• 8 - 12 years of experience in B2C inbound sales and managing sales contact center agents 

• Bachelor's degree required 

• Proven track record of sales KPI attainment across inbound contact center operations 

• Proven ability to lead diverse cross-functional teams across multiple time zones and high-pressure situations with and without formal management authority 

• Strong analytical and problem-solving skills 

• Excellent communication and presentation skills, with the ability to translate complex data into clear insights and actionable recommendations. 

• Detail-oriented mindset with a commitment to accuracy and data integrity. 

• Proven low ego, team-first mentality and approach to work 

• Adaptability to changing requirements and the ability to be deeply creative 

In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology”. 

Benefits:    

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.   

 What we offer you: 

• Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)  

• Employee assistance plan and comprehensive behavioral health benefits 

• Fertility benefits, including surrogacy, and adoption assistance programs   

• Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children  

• Voluntary benef