Data & Revenue Operations Manager

Location: Duluth, GA
Job Type: Full Time, Salary Exempt

Job Summary

The Data & Revenue Operations Manager is responsible for the operational accuracy, data integrity, member-account support, reporting discipline, and revenue-control processes of the Direct-to-Consumer Business Unit within Maxwell Leadership.

This role owns key functions associated with MLCT Member Accounts, including referral commission verification, responding to Zendesk tickets, answering member emails related to their account, and ensuring members receive timely, accurate, and professional support.

This role also serves as the Salesforce expert for the Direct-to-Consumer Business Unit, with responsibility for Salesforce data management, daily accounting uploads into Salesforce, business-unit reporting accuracy, payroll and payout calculations, and ongoing sales and event reporting.

In addition, this role provides leadership oversight to the Retention and Collections department and team, helping protect member relationships, improve collections performance, strengthen retention outcomes, and support the financial health of the business unit.

This position is a critical operating role that helps the Direct-to-Consumer Business Unit scale with excellence, accountability, and trust.

Commander’s Intent

The intent of this role is to create absolute confidence in the operating backbone of the Direct-to-Consumer Business Unit.

Success in this role means:

• MLCT member accounts are handled with speed, care, and accuracy.
• Salesforce is clean, current, and trusted as the business-unit system of record.
• Commissions, payroll inputs, distributions, and accounting uploads are accurate and on time.
• Daily, weekly, event, and ad hoc reports are reliable and leadership-ready.
• Retention and collections are led with both discipline and professionalism.
• Leadership has clean visibility into business performance and can make decisions from trusted data.

This role exists to turn operational detail into business confidence, protect the bottom line, and support Maxwell Leadership’s larger purpose of helping people lead powerful, positive change through values-based leadership. Maxwell Leadership also publicly frames its work around adding value to leaders so they multiply value to others; this role supports that mission by ensuring the D2C business unit operates with trust, clarity, and excellence. 

Supervisor Responsibilities

• Provides direct leadership and oversight to the Retention and Collections department and team
• Establishes team expectations, service standards, accountability rhythms, and performance measures
• Coaches team members toward stronger follow-through, professionalism, ownership, and results
• Monitors retention, delinquency, collections performance, and recovery workflows
• Partners with Sales, Operations, Finance, and Leadership to improve processes and outcomes

Duties/Responsibilities

• Manage member-account operational support for MLCT members
• Verify referral commissions for accuracy, completeness, and eligibility
• Respond to Zendesk support tickets related to member accounts in a timely and professional manner
• Answer member emails related to accounts, billing, support, and account questions with clarity and care
• Serve as the Salesforce expert for the Direct-to-Consumer Business Unit
• Maintain Salesforce data integrity, accuracy, completeness, and usability for the business unit
• Manage daily accounting uploads into Salesforce accurately and on time
• Calculate distributions and payouts for mentors and program leads
• Calculate Program Advisor payroll for the D2C sales team accurately and on schedule
• Maintain DSRs (Daily Sales Reports) with precision and timeliness
• Update the weekly Business Unit BPR Report accurately and on schedule
• Update D2C sales metrics and ensure reporting reflects the most current business activity
• Own all event reporting and other on-demand business-unit reporting
• Identify discrepancies in data, reporting, payouts, payroll inputs, and member-account records, then resolve or escalate appropriately
• Build and maintain documentation, controls, and audit trails for revenue-related and reporting-related workflows
• Oversee the Retention and Collections department and team to improve follow-up, collections, save efforts, and retention outcomes
• Lead cross-functional coordination related to account integrity, reporting, retention, collections, and revenue visibility
• Recommend and implement process improvements that reduce errors, improve efficiency, and strengthen the bottom line
• Other duties as assigned
• NOTE: this job description is not designed to cover all activities, duties, or responsibilities that will be required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. 

Knowledge and Skills Required

• Strong knowledge of Salesforce data management, reporting logic, field accuracy, record maintenance, and operational workflow discipline
• Strong understanding of business reporting, revenue operations, compensation calculations, and financial process accuracy
• High attention to detail with strong reconciliation, validation, and quality-control skills
• Ability to manage multiple recurring deadlines without sacrificing accuracy
• Strong written communication skills for member-facing support and internal reporting
• Experience with Zendesk or similar support-ticket systems
• Strong analytical and spreadsheet skills
• Ability to identify patterns, errors, and reporting issues quickly
• Strong organizational and documentation discipline
• Ability to handle confidential payroll, compensation, financial, and member data with discretion
• Ability to lead a team and hold clear expectations for retention and collections performance
• Strong problem-solving skills and proactive escalation judgment
• Ability to operate with ownership in a fast-paced, growth-oriented environment

Experience Required

• 5+ years of experience in operations, revenue operations, business operations, sales operations, customer operations, finance operations, or a related field
• Proven experience with Salesforce as a business owner, advanced user, or systems lead
• Proven experience with reporting, reconciliations, commission verification, payroll inputs, payouts, or related financial operations
• Experience responding to customer/member support issues with professionalism and resolution focus
• Experience building, maintaining, and improving recurring reports and business metrics
• Experience overseeing retention, collections, account recovery, or similar business functions preferred
• Prior people-leadership experience preferred
• Bachelor’s degree in business, finance, operations, accounting, or related field preferred

Purpose, Mission & Vision Alignment

This role should be anchored in Maxwell Leadership’s broader organizational language and intent:

• Purpose: We add value to leaders who multiply value to others.
• Mission: We believe growth is the only guarantee that tomorrow will be better.
• Vision: We bring powerful, positive change to people, their organizations, and their world. 

For this role, that means:

• serving members with excellence and care,
• protecting trust through accurate data and reporting,
• strengthening the business unit through disciplined execution,
• helping leadership make sound decisions from clean information,
• and building systems that support greater reach, greater stewardship, and greater impact. 

Values Based Required Competencies

• Demonstrates SERVICE to others by supporting members, teammates, and leaders in ways that solve problems, build trust, and add value.
• Demonstrates commitment to EXCELLENCE by producing accurate reports, clean data, timely deliverables, and high-quality operational execution that supports the mission.
• Demonstrates RESPONSIBILITY and ACCOUNTABILITY by owning outcomes, protecting deadlines, escalating risks early, and following through with consistency.
• Contributes in ways that demonstrate VALUING PEOPLE by serving members with professionalism, empathy, respect, and clarity.
• Fosters an ENVIRONMENT of teamwork by collaborating across the Direct-to-Consumer Business Unit and Maxwell Leadership to achieve collective goals. 

Key Result Areas (KRAs)

1. Member Account Operations
   1. Own the timely, accurate, and professional handling of MLCT member-account support through Zendesk, email, and account follow-up.
2. Revenue Integrity
   1. Ensure referral commissions, mentor/program lead distributions, and Program Advisor payroll inputs are accurate, documented, and on time.
3. Salesforce Data Excellence
   1. Maintain Salesforce as a trusted operating system for the business unit through clean data, accurate uploads, and strong reporting discipline.
4. Reporting & Business Visibility
   1. Deliver accurate Daily Sales Reports, weekly BPR updates, D2C sales metrics, event reporting, and ad hoc reporting that leadership can trust.
5. Retention & Collections Leadership
   1. Lead the Retention and Collections department to improve recovery, reduce delinquency, protect revenue, and support member continuity.
6. Process Improvement & Operational Control
   1. Create tighter workflows, better controls, and clearer documentation that reduce errors, improve speed, and strengthen profitability.

Key Performance Indicators (KPIs)

Member Support KPIs

• Zendesk first-response time
• Member email same-day response rate
• Ticket resolution time
• Ticket backlog over 5 business days
• Member satisfaction score on account-related support

Revenue Integrity KPIs

• Referral commission accuracy rate
• Mentor/program lead payout accuracy rate
• Program Advisor payroll accuracy rate
• On-time completion rate for payroll, payouts, and commission verification
• Number of post-processing corrections required per pay cycle

Salesforce KPIs

• Critical-field completeness rate
• Duplicate/error rate in core records
• Daily accounting uploads completed on time
• Salesforce reporting accuracy rate
• Turnaround time for business-unit Salesforce issues

Reporting KPIs

• DSR completion on time
• Weekly BPR completion on time
• D2C sales metrics updated on schedule
• Event-report turnaround time
• Accuracy rate of ad hoc reporting delivered to leadership

Retention & Collections KPIs

• Collection rate on past-due balances
• Aging reduction on receivables
• Delinquency rate
• Retention rate / renewal rate
• Recovery rate on at-risk accounts
• Team adherence to follow-up cadence and documentation standards

Leadership & Process KPIs

• SOP completion for recurring workflows
• Process-improvement initiatives completed quarterly
• Cross-functional stakeholder satisfaction
• Number of late escalations on material reporting or account issues

Defined Non-Negotiables

• Accuracy is non-negotiable. This role touches commissions, payouts, payroll inputs, collections, reporting, accounting uploads, and Salesforce data.
• Trust in the numbers is non-negotiable. Leadership must be able to rely on the reports without second-guessing the data.
• Deadlines are non-negotiable. Daily, weekly, and payroll/payout-related deliverables must be consistently on time.
• Ownership is non-negotiable. Problems must be addressed early, not explained after the fact.
• Member responsiveness is non-negotiable. Zendesk tickets and member emails must be handled with urgency, clarity, and professionalism.
• Salesforce discipline is non-negotiable. Incomplete, outdated, or poorly governed CRM data weakens the entire business unit.
• Documentation is non-negotiable. All critical financial and reporting workflows must have clear support, audit trail, and process logic.
• Confidentiality is non-negotiable. This role handles sensitive member, payroll, payout, and financial information.
• Leadership of retention and collections is non-negotiable. The team must be led with both high standards and strong values.
• Continuous improvement is non-negotiable. This role must simplify, strengthen, and improve the operation over time.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times 

Recommended Success Profile

The strongest candidate for this role will be:

• highly accurate,
• operationally disciplined,
• strong in Salesforce,
• trusted with numbers,
• comfortable in member-facing communication,
• able to lead a retention and collections function,
• and capable of turning recurring operational work into a tighter, cleaner, more scalable business system.