Description
How will you make an impact in this role?
The Senior Manager, Sales Tools Support & Insights will lead the day-to-day operation supporting sales colleagues across the GCS sales tools ecosystem. This role will oversee support operations, issue management, knowledge management, service analytics, and continuous improvement initiatives designed to simplify the colleague experience.
This leader will manage a team responsible for operating the sales tools ecosystem while continuously improving it. Team members are expected to deliver operational excellence across platform administration, governance, support, and business-owned configuration activities while continually identifying opportunities to simplify, automate, or eliminate recurring work.
The successful candidate will build a culture where success is measured not only by how well today's operations are executed, but by how effectively tomorrow's operational workload is reduced.
Shift Time: 3:30 PM - 11:30 PM IST

Responsibilities
Responsibilities include:
Service Operations




- Lead a team supporting sales colleagues across CRM, Guided Selling, Content Management, AI, and related sales tools platforms
- Manage service queues, operational workflows, workload balancing, and escalation processes
- Ensure timely and high-quality resolution of colleague questions, issues, and requests
- Maintain operational performance against established service level objectives

Platform Operations
- Lead day-to-day business administration across the sales tools ecosystem, including Outreach, Seismic, and future platforms.
- Manage business-owned platform configuration activities including email templates, sales sequences, workflow configurations, content updates, user-facing assets, and operational administration.
- Execute governance responsibilities including controls, risk assessments, periodic reviews, documentation, audit support, and operational risk management.
- Ensure all operational activities are delivered accur

📌 Senior Manager (Gurugram)
🏢 American Express
📍 Gurugram