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GBS Sales Support Manager

35 GLENLAKE BUILDING Primary Location: ATLANTA, GA - United States Facility 35 GLENLAKE BUILDING Job ID 188494 Zip Code 30328
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The Sales Support Manager is responsible for researching, recommending, developing, and implementing improvements for end-to-end processes and programs. He/She builds and sustains relationships with key stakeholders throughout the organization and ensures representation in relevant cross-functional meetings. The Sales Support Manager serves as the UPS Subject Matter Expert in their assigned areas of responsibility. This position manages support of Global UPS Sales processes and initiatives, which requires flexibility, robust understanding of GBS and UPS Sales processes, and strong communications/organization skills.

The Sales Support Manager attends project meetings to assess new service initiatives, assess impacts on existing processes, and provide feedback to corporate sponsors. He/She collaborates with others to evaluate system impacts to new processes and provides system developers with feedback. This position follows the established process methodology, incorporating designated tools and techniques from Lean Management, Six Sigma, Business Process Redesign, etc. The Sales Support Manager works with end users, functional stakeholders, and the systems group to evaluate current processes and technology for possible improvements. He/She balances multiple projects and deployment schedules to meet stakeholder goals and expectations.

Responsibilities and Duties

  • Communicates new processes to ensure Customer Service Representatives are trained on process changes and enhancements
  • Develops and monitors process metrics to gauge the health of a process and identify when improvement may be required
  • Observes processes and evaluates feedback from other departments to understand customer concerns and identifies process improvement opportunities
  • Partners with UPS functions and committees (e.g., Finance and Accounting, Fraud Committee, etc.) to investigate process issues and implement changes
  • Delegates requests to direct reports as appropriate to ensure timely resolution of issues
  • Provides customers with comprehensive responses to help them fully understand applied resolutions
  • Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development
  • Holds others accountable to established performance levels to achieve individual and group goals
  • Manages project lifecycles, including project scope, resources, schedule, initiation, start-up/design, building, and deployment to see projects from beginning-to-end
  • Follows up with assigned resources formally (e.g., status meetings, etc.) and informally to continuously manage the productivity of the team, project timelines, and deliverables

Knowledge and Skills

  • Business, Financial, and Industry Knowledge: Considers industry and financial trends when making account decisions; understands critical aspects of business models and operating structures to provide input into decisions
  • Designs/Develops Integrated Solutions to Business Problems: Demonstrates a detailed understanding of business requirements or critical elements of a complex problem; develops creative, feasible, and integrated solutions that address multiple aspects of complex business problems
  • Solicits and Gathers Information: Uses in-depth techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas
  • Solves Customer Problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks
  • Relevant UPS Sales Process Experience - Strongly Preferred
  • Previous OTC Process experience - Preferred
  • Master’s Degree (or internationally comparable degree) - Preferred
  • Program Management Certification - Preferred
  • Business Process Improvement (BPI) Certification - Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law
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