Direct Sales Program Manager

About this role

Direct Sales Program Manager
Department: Direct Sales
Reports To: Director of Direct Sales
Location: Remote
FLSA Status: Exempt
Compensation: TBD Base Salary + Performance-Based Commission/Incentive (Target OTE: TBD)
Position Summary
The Direct Sales Program Manager is responsible for the coordination, execution, and continuous improvement of programs and initiatives supporting the Direct Sales Channel. This role helps ensure Direct-to-Door (D2D), reseller, Multi-Dwelling Unit (MDU), EMA/NEMA, and other direct sales initiatives are effectively implemented, measured, and supported across the organization.
The Program Manager serves as a key operational resource for the Direct Sales organization, working closely with the Director of Direct Sales and cross-functional teams to coordinate market initiatives, improve processes, track performance, manage program requirements, and resolve operational barriers impacting sales execution and the customer experience.
This role partners with Sales, Operations, Marketing, Construction, Customer Care, Finance, and billing to ensure Direct Sales programs are aligned, scalable, measurable, and positioned to support customer acquisition and revenue growth.
Essential Duties and Responsibilities
Direct Sales Program Management

• Coordinate the planning, implementation, and ongoing management of Direct Sales programs and initiatives.

• Support D2D, D2D resellers, MDU, EMA/NEMA, and other customer acquisition programs within the Direct Sales Channel.

• Develop and maintain program documentation, processes, workflows, timelines, and performance tracking.

• Coordinate program launches and market deployments with internal departments and external partners.

• Monitor program execution and identify operational gaps, risks, dependencies, and opportunities for improvement.

• Support the Director of Direct Sales with strategic initiatives designed to expand and strengthen the Direct Sales Channel.

• Maintain visibility into program priorities, deliverables, progress, and outstanding action items.

Reseller & Partner Program Support

• Support the operational management of reseller and referral partner programs.

• Coordinate reseller onboarding, market launches, training requirements, system access, and ongoing program support.

• Facilitate regular partner business reviews and assist with performance reporting and follow-up action items.

• Monitor partner sales activity, connects, cancellations, sales quality, ARPU, and other applicable program metrics.

• Coordinate reseller needs and operational requirements with internal stakeholders.

• Help identify program opportunities that support additional market penetration and customer acquisition.

Sales Operations & Performance Analytics

• Develop and maintain reporting used to measure Direct Sales program performance.

• Track sales activity, connects, cancellations, conversion, ARPU, productivity, and other key performance indicators.

• Analyze program results and identify trends, opportunities, and areas requiring additional attention.

• Assist with sales forecasting, market planning, deployment planning, and performance reporting.

• Prepare program updates, executive summaries, business reviews, and recommendations for Direct Sales leadership.

• Maintain accurate program documentation and reporting to support business decisions.

MDU, EMA & NEMA Program Management

• Coordinate Direct Sales activities associated with MDU, EMA, and NEMA programs and agreements.

• Track properties, opportunities, program requirements, deployment status, sales activity, and results.

• Coordinate with internal stakeholders to support successful program implementation and ongoing execution.

• Identify operational barriers affecting customer acquisition within participating properties or programs.

• Support initiatives designed to increase penetration and customer acquisition within existing programs and properties.

Cross-Functional Coordination

• Serve as a liaison between Direct Sales and internal departments supporting sales execution.

• Coordinate with Operations, Marketing, Construction, Customer Care, Finance, and other stakeholders on program requirements and deliverables.

• Facilitate communication and follow-up on issues affecting Direct Sales programs, reseller partners, field representatives, or customers.

• Coordinate market readiness activities and help ensure sales programs are aligned with operational capabilities.

• Maintain clear accountability for program action items, dependencies, and deliverables.

Process Improvement & Operational Excellence

• Evaluate Direct Sales workflows and recommend opportunities to improve efficiency, scalability, and consistency.

• Develop and maintain standard operating procedures, program guidelines, job aids, and other operational documentation.

• Support improvements to order processes, reporting, reseller workflows, market launches, and customer experience.

• Help establish standardized processes and controls across Direct Sales programs.

• Partner with internal stakeholders to implement process changes and monitor results.

• Identify recurring operational issues and coordinate sustainable solutions rather than relying solely on individual issue resolution.

Customer & Partner Escalation Coordination

• Coordinate complex customer, reseller, and program-related escalations requiring cross-functional involvement.

• Ensure appropriate stakeholders are engaged and action items are clearly documented and tracked through resolution.

• Identify recurring escalation trends and recommend process improvements that address root causes.

• Maintain communication with appropriate stakeholders throughout the resolution process.

Program Governance & Compliance

• Support adherence to established Direct Sales policies, processes, contractual requirements, and sales quality standards.

• Assist with monitoring program compliance and identifying areas requiring…