Process Optimization & Support Manager

Job Description

ABOUT THE ROLE AND OUR TEAM:

The Process Optimization & Support Manager will play a critical role in enhancing operational efficiency and driving continuous improvement across TKWW’s global sales organization. This position is responsible for analyzing, refining, and standardizing sales processes, ensuring seamless execution of sales operations, and providing frontline support to optimize sales team performance. The ideal candidate has a deep understanding of sales workflows, CRM systems, and cross-functional collaboration to drive scalability and effectiveness. The candidate should be able to work independently and/or with a team to resolve ambiguous & complex topics.

RESPONSIBILITIES:

• Process Optimization & Standardization
• Evaluate, design, and implement scalable sales processes to improve efficiency, accuracy, and compliance.
• Collaborate with sales, marketing, and finance teams to streamline lead management, opportunity tracking, and pipeline forecasting.
• Establish and maintain clear documentation of sales processes, policies, and best practices.
• Identify bottlenecks and inefficiencies in sales operations and develop solutions for continuous improvement.
• Sales Operations & Support
• Serve as the primary point of contact for sales teams on process-related inquiries and troubleshooting.
• Provide ongoing support to sales representatives on system procedures and CRM best practices.
• To work closely with the Global Revenue Enablement team to ensure that training and enablement content is aligned with the latest sales processes & policies.
• Technology & Tooling
• Partner with Enterprise Technology, (including CRM administrators, Build/Product/Platform teams, and Revenue Operations to enhance and maintain sales tools, ensuring they meet business needs.
• Partner with Global Revenue Enablement to rollout and drive adoption of new sales technologies, ensuring proper training and change management.
• Identify, implement & champion automation opportunities to reduce manual work and improve productivity.
  

SUCCESSFUL PROCESS OPTIMIZATION AND SUPPORT MANAGER CANDIDATES HAVE:

• 4+ years of experience in sales operations, process optimization, or business operations in a global organization.
• Strong knowledge of CRM systems (Salesforce proficiency is a must) and sales automation and quality tools (such as Gong).
• Experience designing and optimizing end-to-end sales workflows and operational processes.
• Analytical mindset with proficiency in Excel, SQL, or BI tools for performance analysis.
• Excellent communication and stakeholder management skills, with the ability to drive cross-functional initiatives.
• Strong problem-solving ability, with a proactive approach to process improvement and change management.
• Role models key process improvement methodologies including, but not limited to (Agile, Six Sigma, Design Thinking)
• Fluent in English, professional proficiency
• Bias for action and collaboration; breaking complex problems into actionable, prioritized and easy to understand solutions.
• Inherently inquisitive - doesn’t accept things as they are. Applies Design Thinking principles to consider what could be.
• Thrives on ambiguity - ability to demystify complex workstreams and organizational inertia.
• PMP, LEAN, PRINCE2 certification preferred
• Six Sigma certification preferred
• A background in Engineering, Mathematics or economics
• Professional proficiency in Spanish preferred
  
  

About Us

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.
  
  

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.

We are seeking applicants residing in the Central or Eastern US time zones to facilitate effective communication with the company’s headquarters in Chevy Chase, MD.

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

About The Team

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide’s leading family of brands—including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more—help people take celebration planning from inspiration to action. When you join our global team, you’ll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.