Position Description
The Sales & Operations Field Associate is responsible for maintaining strong continuity between field operations and the Global team. Reporting to the Group Director of Sales Operations, this role supports operational consistency, communication, and feedback between field teams and d.light’s offices. This individual will help monitor field activities, address operational challenges, and support the infrastructure within the framework of global-led strategies and initiatives. The ideal candidate is organized, proactive, and committed to facilitating a seamless operational flow across various teams.
Roles & Responsibilities
Daily Field Operations Support
Field Operations Coordination: Work closely with field teams to ensure global strategies and initiatives are on track, coordinating schedules, resource needs, and troubleshooting operational issues as they arise.
Stock Readiness: Ensure stock, equipment, and resources are in place and available to field teams, addressing any gaps or shortages quickly to maintain operational momentum.
SEP Support: Maintain regular communication with SEPs to understand field conditions, resource needs, and logistical concerns, escalating challenges as needed.
Operational Troubleshooting & Escalation
Issue Identification and Resolution: Identify and address common obstacles that hinder field productivity, coordinating with relevant teams to ensure smooth operations.
Rapid Response Coordination: Serve as a key point of contact for on-the-ground issues, relaying urgent concerns back to headquarters and coordinating prompt solutions to minimize disruptions.
Feedback Loop Facilitation: Establish and maintain regular touchpoints with field staff, collecting their feedback on operational efficiency, and sharing insights with the Group Director of Sales Operations for ongoing improvement.
Communication & Feedback Loop
Regular Updates and Reporting: Keep field teams updated with important announcements, procedural changes, and best practices to ensure alignment with headquarters.
Feedback Collection & Relay: Collect insights and feedback from field staff on operational processes, infrastructure, and resource needs, ensuring field perspectives inform management decisions.
Information Sharing Across Teams: Work with different teams to circulate operational updates and ensure field learnings and best practices are shared across regions and functions.
Support for Infrastructure & Process Optimization
On-the-Ground Process Checks: Conduct regular site visits to assess adherence to operational standards and provide support as necessary.
Operational Improvements: Help identify areas for process enhancements, infrastructure adjustments, or resource improvements, working closely with the Group Director of Sales Operations to implement changes that improve efficiency and support growth.
Training Support for Field Staff: Assist in organizing and delivering training materials and sessions for field teams on operational protocols and best practices.
Collaboration on Strategic Initiatives
Assist with Product Roll outs: Support field teams during key product launches, ensuring all resources and guidance are in place for a successful route to market.
SEP Retention Initiatives: Work with the Group Director of Sales Operations to implement initiatives that drive SEP engagement, satisfaction, and retention, fostering a motivated and reliable field team.
Feedback for Tech & Process Improvements: Gather firsthand insights from the field to support the development and implementation of tech solutions and process improvements that streamline day-to-day operations.
Requirements
KPIs
Consistent support for field teams with minimal operational disruptions and high satisfaction.
Effective communication and feedback loops between field teams and headquarters, enabling actionable insights.
Timely resolution of operational issues and proactive identification of areas for improvement.
Reliable support for strategic initiatives, such as product launches and SEP retention programs.
Desired Skills and Experience
Strong organizational and problem-solving skills, with a proactive approach to managing daily operational tasks.
Excellent interpersonal and communication skills to build effective relationships with field teams and headquarters.
Ability to work effectively in a dynamic environment, handling daily operational needs with flexibility and resilience.
Enthusiasm for supporting and empowering field staff, with a commitment to maintaining a smooth, feedback-driven operational environment.
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