Regional Operations Manager

Position Overview

The Regional Market Operations Manager is a field leadership role within the Operations team. This individual drives operational excellence, strengthens retail partner relationships, and improves sales performance across an assigned territory. The role serves as a key point of contact between Cydcor's network of field sales teams and major national retail partners.

This is a highly autonomous, self-directed position requiring independent field operation for extended periods. The individual will be responsible for identifying performance gaps, implementing corrective actions, and supporting field execution to drive consistent results.

Core Responsibilities

Performance Management \& Oversight

• Own and drive regional performance across key sales quality and customer experience metrics
• Analyze field and store-level data to identify at-risk locations and performance trends
• Develop and track performance improvement plans for underperforming markets
• Provide regular updates to leadership with insights, recommendations, and progress tracking

Retailer \& Client Relationship Management

• Serve as regional liaison for retail partners, proactively addressing store-level concerns and compliance gaps
• Build strong relationships through consistent communication and visible field presence
• Track and resolve escalated issues within established timelines

Field Team Engagement

• Partner with field sales teams and independent offices to drive sustainable performance improvement
• Conduct performance conversations, setting clear expectations while maintaining strong working relationships
• Share best practices and support in-field coaching to improve results

Field Execution \& Compliance

• Conduct regular field visits to observe sales behavior, validate compliance, and support performance improvement
• Evaluate adherence to company sales policies and retailer protocols
• Document findings and track follow-up actions to completion

Customer Experience Improvement

• Monitor customer experience feedback and performance trends
• Identify patterns contributing to cancellations, disconnects, or customer concerns
• Support field teams in improving overall customer outcomes

Requirements

**Required Qualifications**

• 5\+ years of experience in field operations, retail program management, or sales quality/compliance roles, preferably in a third-party or outsourced sales environment
• Demonstrated track record managing KPI-driven accountability programs across a distributed field workforce
• Experience building and managing retailer or client relationships at the store, district, or regional level
• Strong analytical skills with the ability to interpret performance data and translate findings into actionable field strategies
• Proven ability to coach and develop independent business owners or sales teams combining compliance oversight with hands-on performance improvement
• Willingness to travel 50% within assigned territory, including 1-2 full weeks of field visits per month
• Proficiency in Microsoft Office and comfort working with performance dashboards and reporting tools
• Bachelor's degree in Business Administration, Operations Management, or related field; or equivalent experience

Preferred Qualifications

• Experience in the telecommunications industry, particularly with AT\&T retail programs or EDM channel operations
• Previous experience managing ICL/independent contractor owner relationships in a field sales model
• Familiarity with retail compliance frameworks across major retailers (Best Buy, Costco, Target, Walmart)
• Knowledge of TPV processes, VOC survey methodologies, and mystery shop programs
• Track record of reducing cancellations, disconnects, or escalation volumes through proactive field management

Benefits

• Competitive base salary commensurate with experience
• Performance-based bonus tied to regional KPI achievement
• Travel reimbursement and per diem for field visits
• Standard benefits package including medical, dental, vision, and 401(k)