Regional Operations Manager

Job Description

Position Overview

The Regional Market Operations Manager is a field leadership role within the Operations team supporting the AT&T EDM Retail Program. This individual drives operational excellence, protects retailer relationships, and improves sales performance across an assigned territory. The role serves as the primary point of contact between Cydcor's field organization and retail partners including Best Buy, Costco, Target, and Walmart.

This is a highly autonomous, self-directed position requiring independent field operation for extended periods. The individual will report to the Manager of Sales Quality and own the full lifecycle of KPI performance, from identifying underperforming markets to executing corrective action plans and conducting in-store field visits.

Core Responsibilities

KPI Ownership & Performance Management

•       Own and drive regional performance across all core KPIs: VOC, Mystery Shop scores, TPV Fail Rate, Cancellation Rate, Disconnect Rate, and Store Escalations.

•       Conduct weekly analysis of ICL-level and store-level data to identify at-risk offices and negative trends.

•       Develop and track individualized action plans using a tiered accountability model (Watch > Warning > Action Plan > At Risk).

•       Deliver weekly KPI scorecards to Campaign Director with status updates, escalation recommendations, and trend analysis.

Retailer & Client Relationship Management

•       Serve as regional operational liaison for retail partners, proactively addressing store-level concerns and compliance gaps.

•       Build trust with retailer and client contacts through consistent communication and visible field presence.

•       Track and resolve all Red Alerts and retailer escalations within required SLA timelines.

ICL Owner & Consultant Engagement

•       Balance accountability with relationship building to drive sustainable performance improvement.

•       Conduct performance conversations with ICL owners, setting clear expectations and consequences while maintaining a constructive relationship.

•       Share best practices from top-performing offices and participate in side-by-side field coaching to drive sales results.

Field Execution & In-Store Compliance

•       Conduct 1-2 weeks of field visits per month to observe rep behavior, validate compliance, and coach ICL owners.

•       Perform unannounced mystery shop-style visits to evaluate adherence to the 'One No and Go' policy and retailer protocols.

•       Document all field visit findings and track corrective action completion.

Customer Experience & Cancel/Disconnect Reduction

•       Drive daily review of VOC and Mystery Shop results, initiating same-day outreach to ICL owners on poor scores.

•       Monitor TPV failure trends and analyze cancel/disconnect rates by ICL owner, rep, and product category weekly.

•       Build rolling 60-day performance reviews for reps exceeding cancel/disconnect thresholds.

Requirements

•       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)