Service Operations Jobs in Kentucky (NOW HIRING)

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a Director of Sales Operations. This position will lead our sales support and customer service operations for our Industrial Sales group. This role is responsible for driving efficiency, consistency, and alignment across the sales organization through process improvement, team leadership, and data-driven insights. The ideal candidate will have a proven background in managing customer service teams, implementing sales operations systems, and collaborating closely with senior sales leadership to support growth objectives. This position works in a team environment at our office in Lexington, KY. This is not a remote position.

This position reports to the VP of Industrial Sales.

Duties and Responsibilities

• Sales Operations Leadership
  • Oversee day-to-day operations of the sales support and customer service teams to ensure high levels of customer satisfaction and operational excellence.
  • Develop, document, and maintain standardized sales processes, policies, and reporting tools.
  • Lead CRM administration, ensuring data accuracy, pipeline management, and system optimization.
  • Partner with senior sales leadership to forecast revenue, analyze sales performance, and identify opportunities for improvement.

• Customer Service Management
  • Manage and mentor customer service representatives to achieve service-level goals, response time standards, and client retention targets.
  • Ensure efficient resolution of customer inquiries, order management, and issue escalation procedures.
  • Build and track metrics related to customer satisfaction and service performance.

• Sales Enablement
  • Coordinate the preparation of sales proposals, quotations, and contracts to support the field sales team.
  • Develop and deliver training and tools that enable the sales team to operate effectively and consistently.
  • Collaborate with Marketing to align lead management and campaign follow-up processes.

• Reporting & Analysis
  • Create and maintain dashboards and reports for sales KPIs, customer metrics, and team performance.
  • Provide insights to senior leadership to support strategic decisions and annual planning.

Qualifications & Competencies

Employment Eligibility & Verification

All applicants must be able to provide proof of eligibility to work in the United States. Employment is contingent upon the successful completion of the I-9 form, as required by federal law. Additionally, candidates will be required to undergo an employment verification process before beginning work. Please note that we do not offer sponsorship for work authorization (e.g., H-1B, TN, or other visas) at this time.

• Bachelor's degree from an accredited university required; MBA preferred.
• Prior employment experience in company with revenue >$250MM.
• Minimum of 5 years of experience in a Business to Business ("B2B") sales operations management role in the industrial market;
• Self-starter, entrepreneurial and creative thinking ability. A business builder - not maintainer.
• Strong leadership / people management skills. Strong accountability manager. Takes ownership of the role and responsibilities.
• Strong project management experience delivering results across functional boundaries.
• Strong analytic and strategic thinking ability; Must be a problem solver, self-motivated and be a team player, including subject matter experts across other disciplines or departments within Matrix.
• CRM Experience required. Salesforce experience preferred.
• Advanced skills with Microsoft Office programs, Analytics and familiar with Data Modeling tools
• Ability to travel overnight when needed <10%
• Excellent written and verbal communication skills

Working Conditions

• Daily job duties will consist of office, conference room, or desk work. Candidate may be required to work on-site at customer environments or large exhibition venues. In the performance of duties of this job, the candidate may be exposed to work near large moving equipment or industrial machinery. Travel and the ability to work various shifts or hours as required by customers may be required.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #LI-Onsite

Benefits

• First day coverage of all benefits - no waiting period
• Premium free medical, dental and vision insurance - working spouse must take major medical at their place of employment if offered
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership
• Esports Room