Summary
Overview
Work History
Education
Skills
Signaturestrengthsandcompetencies
Timeline
Generic
EMMANUEL (MANNY) JONES

EMMANUEL (MANNY) JONES

OPERATIONS EXCELLENCE & CALL CENTER EXECUTIVE
Charlotte,NC

Summary

Dynamic and strategic sales operations leader with over 20 years of experience driving growth in sales, operations, and service optimization. Proven expertise in scaling sales operations, developing and implementing process optimizations, and leveraging data analytics to accelerate sales performance, particularly in SaaS and B2B sectors. Strong track record of leading high-performing teams, developing sales strategies, optimizing CRM systems, and driving operational excellence across multiple regions. Skilled at collaborating with cross-functional teams to align sales initiatives with broader company objectives, fostering a results-driven culture, and delivering sustainable business growth.

Overview

16
16
years of professional experience

Work History

Vice President - Stores & Sales Operations

CHARTER COMMUNICATIONS
Stamford, CT
07.2022 - 07.2024
  • Provided leadership across 700+ company-owned stores, leading a 4-pillar Operations Team in PMO, Systems & Tools, Commissions & Compliance, and Go-To-Market.
  • Managed monthly budget of $40+M
  • Directed sales operations across 700+ locations, optimizing CRM tools, territory planning, and sales process efficiencies.
  • Collaborated with Corporate Security and Fraud Teams, leading initiatives that drove a 20% increase in sales productivity
  • Spearheaded the implementation of key sales tools and systems, enhancing CRM adoption and optimizing sales processes for greater efficiency
  • Established key sales metrics and reporting tools that improved forecast accuracy and supported data-driven decision-making across the organization.
  • Drove development and implementation of key operational metrics to align onboarding, training, cash management, and escalation procedures that reduced complaint resolution timeline from 10 to 7 days and improved onboarding timeline by 2 weeks
  • Reviewed and revised compliance regulations, delivering actionable recommendations that mitigated risk and provided a comprehensive understanding of potential impacts, ensuring robust regulatory adherence and risk management
  • Optimized inventory management in collaboration with Field Operations and Supply Chain teams for mobile and core products, including new product launches such as Xumo, adjusting inventory to ensure effective stock management.

Senior Director, Retail Sales Operations

CHARTER COMMUNICATIONS
Stamford, CT
09.2018 - 07.2022
  • Managed $1.2M budget and oversaw team of 21 in Corporate Operations Team that consisted of Reporting, Analytics, Commissions, Processes & Procedures, and Audits
  • Designed and executed operational metrics, aligning onboarding, training, payment, and escalation management with corporate objectives
  • Enhanced overall sales performance by closing operational gaps through rigorous process monitoring and improvement, consistently achieving 94% or better of budget targets
  • Elevated External Sales Channel operations, earning national corporate recognition for: 1st in Sales Volume among External Sales Channels, 1st in Verification Compliance among all Sales Channels, 1st in 90-Day New Customer Acquisition among External Sales Channels, 1st in Customer Escalation Reduction per 10K customers among all External Channels
  • Created and executed effective marketing strategies, including a Quick to Market expediting plan, boosting a 125% increase in sales
  • Directed Sales Representatives to surpass daily, weekly, monthly, and quarterly quotas across multiple distribution channels, including 100+ Third-Party Vendors, 5+ Retail Partners, and 3+ Wireless/Mobile Partners

Director, Retail Sales Operations

CHARTER COMMUNICATIONS
Stamford, CT
02.2017 - 09.2018
  • Created and executed effective marketing strategies, including a Quick to Market expediting plan, boosting a 125% increase in sales
  • Directed Sales Representatives to surpass daily, weekly, monthly, and quarterly quotas across multiple distribution channels, including 100+ Third-Party Vendors, 5+ Retail Partners, and 3+ Wireless/Mobile Partners
  • Achieved notable increases in customer acquisition, satisfaction, and retention rates

Manager, Operational Readiness & Vendor Management

CHARTER COMMUNICATIONS
Stamford, CT
06.2008 - 02.2017
  • Recipient of Customer Service Gold Awards | 2015
  • Exceeded First Call Resolution Goals and Voice of Customer targets, Q 2 & 3, 2012 & 2010

Education

MASTERS (MBA) - ORGANIZATIONAL LEADERSHIP

Nichols College
Dudley, MA

BACHELOR OF SCIENCE - BIOLOGY, MINOR IN PSYCHOLOGY

Worcester State College
Worcester, MA

Skills

  • Sales Operations Leadership
  • Sales Forecasting & Reporting
  • CRM Optimization
  • SaaS & B2B Sales Expertise
  • Sales Compensation & Incentives
  • Sales Optimization
  • Team Building & Leadership
  • Cross-Functional Collaboration
  • Stakeholder Management
  • KPIs & Metrics Development
  • Sales Strategy & Planning
  • Data-Driven Decision Making
  • Customer service focus

Signaturestrengthsandcompetencies

  • Sales Operations Leadership
  • Sales Forecasting & Reporting
  • CRM Optimization
  • SaaS & B2B Sales Expertise
  • Sales Compensation & Incentives
  • Sales Optimization
  • Team Building & Leadership
  • Cross-Functional Collaboration
  • Stakeholder Management
  • KPIs & Metrics Development
  • Sales Strategy & Planning
  • Data-Driven Decision Making

Timeline

Vice President - Stores & Sales Operations

CHARTER COMMUNICATIONS
07.2022 - 07.2024

Senior Director, Retail Sales Operations

CHARTER COMMUNICATIONS
09.2018 - 07.2022

Director, Retail Sales Operations

CHARTER COMMUNICATIONS
02.2017 - 09.2018

Manager, Operational Readiness & Vendor Management

CHARTER COMMUNICATIONS
06.2008 - 02.2017

MASTERS (MBA) - ORGANIZATIONAL LEADERSHIP

Nichols College

BACHELOR OF SCIENCE - BIOLOGY, MINOR IN PSYCHOLOGY

Worcester State College

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EMMANUEL (MANNY) JONESOPERATIONS EXCELLENCE & CALL CENTER EXECUTIVE