JOB SUMMARY

The Senior Manager, SMB Sales Programs is an operational leader responsible for the day-to-day management, performance and continuous improvement of Choice’s outsourced and remote sales teams that sell to small and medium businesses (SMBs) on behalf of franchisees. Reporting to the Director, SMB & Local Markets, this leader will manage vendor relationships, define operational and quality standards, build scalable playbooks and scripts, own performance management and workforce planning for remote teams, and partner with franchisees and internal teams to assemble outsourced sales offers that franchisees can subscribe to. The role blends people leadership, vendor management, program operations and analytics to drive predictable, high-volume SMB demand and measurable revenue growth.

RESPONSIBILITIES:

Program & Vendor Management

• Own the day-to-day management of outsourced/remote sales vendors and internal remote teams delivering both inbound and outbound SMB sales activity.

• Lead vendor selection, contracting (SOWs, SLAs, KPIs), onboarding and ongoing performance management; conduct regular vendor governance and scorecards.

• Define and manage commercial arrangements with partners (budgeting, cost per lead/conversion, performance guarantees) in partnership with Procurement and Finance.

Franchisee-Facing Local Sales Offers

• Design outsourced local sales offers that franchisees can subscribe to — defining scope, pricing, SLA commitments, reporting deliverables and onboarding processes.

• Create franchisee enablement materials, including program guides, onboarding checklists, CRM workflows and reporting templates that integrate with franchisee systems and Choice platforms.

• Lead franchisee onboarding for outsourced offers and act as the primary operational point of contact for franchisee queries and escalations.

Business Development & Performance Tracking

• Manage to a set of business development goals for sales vendors and programs (i.e. customer acquisition, revenue growth, etc.).

• Monitor leading indicators (lead volume, conversion rates, pipeline, etc.) and ROI associated with programs to inform program roadmap and expansion decisions.

Operational Leadership & Workforce Management

• Build and execute workforce plans (capacity, scheduling, shrinkage, coverage) to meet volume and service targets; partner with vendor WFM teams to manage real-time staffing.

• Oversee quality assurance, call monitoring, coaching programs, and agent certification processes to ensure high-quality customer interactions and consistent messaging.

• Develop and maintain playbooks, scripts, objection handling guides, and escalation workflows for outbound and inbound sales motions.

Customer Experience & Incident Management

• Ensure customer experience metrics (NPS, etc.) for SMB/local customers meet expectations.

• Lead incident management for critical customer experience issues (rate visibility issues, service complaints), conduct root-cause analysis and drive remediation plans with partners.

• Ensure seamless handoffs between remote teams, franchisees and hotel operations to deliver a cohesive customer experience.

QUALIFICATIONS:

Employment Experience

• 5+ years of experience managing sales teams or outsourced sales programs; experience in hospitality, travel, franchising or services industries strongly preferred.

• Experience managing vendor or partner performance, preferably in revenue-generating capacities such as outsourced sales.

• Demonstrated experience designing subscription or commercial offers for franchisees is highly desirable.

Technical Skills

• Proficiency in Salesforce (or equivalent CRM).

• Excel skills (modeling, scenario analysis) and experience with BI tools (Tableau, Power BI) and SQL.

• Advanced Excel skills and comfort with analytics tools (Tableau, Power BI, SQL) to build dashboards, reconciliation processes and A/B tests.

Additional Skills & Competencies

• Ability to travel up to 10-20% for leadership offsites, sales kick-offs, and cross-functional planning sessions. #LI-REMOTE

• Excellent vendor negotiation and contract management skills, with the ability to translate commercial objectives into operational SLAs.

• Financial/commercial acumen, including the ability to build and model fee-based o