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The USGA is a mission-based golf organization whose purpose is to unify the golf community through handicapping and grassroots programs; to showcase the game’s best talent through the U.S. Open, U.S. Women’s Open and 13 other national championships and our museum; to provide unbiased global governance with The R&A through the playing, equipment and Amateur Status rules; and to advance issues important to golf’s future, with a focus on driving sustainability, accessibility and inclusion. As a nonprofit association, our work and our team are driven to act for the good of the game. The USGA’s headquarters are located in Liberty Corner, NJ, with a recently opened campus in Pinehurst, NC. For more, visit usga.org.
About this role:
The Assistant Director, Sales & Customer Success Operations is a strategic and hands-on leader responsible for optimizing the entire customer lifecycle, from initial sale to ongoing customer satisfaction and support. This role oversees the operational backbone for both sales and customer support teams, ensuring smooth, data-driven processes and technology adoption to maximize revenue, improve efficiency, and enhance the overall customer experience. The ideal candidate is a collaborative problem-solver with a strong analytical mindset who can bridge sales and support functions to achieve collective business goals.
What you'll do:
- Process optimization: Develop, implement, and refine workflows for sales and support to reduce bottlenecks and improve efficiency across the customer journey.
- Technology management: Serve as a primary administrator for CRM systems (Hubspot) and other tech stack tools, ensuring data accuracy, integration, and user adoption.
- Data analysis and reporting: Track and analyze key performance indicators (KPIs) for both sales (e.g., pipeline growth, win/loss rates) and support (e.g., customer satisfaction, ticket resolution time). This includes analyzing metrics related to sales pipeline, customer health scores, renewal rates, and expansion opportunities.
- Team leadership and development: Build, coach, and mentor a high-performing team of support and sales operations professionals, ensuring they have the tools and training to succeed.
- Customer support oversight: Define and monitor support standards, manage escalated customer issues, and use customer feedback to drive improvements across products and services.
- Cross-functional collaboration: Act as a central point of contact, facilitating communication and alignment between sales, support, marketing, and finance to ensure cohesive strategy and execution.
- Field Support: Provide Sales support in the field at different field and industry events as needed (e.g., GCSAA, Regional Turfgrass events)
Where you'll be:
- This role will be based at our Liberty Corner, NJ campus on a hybrid schedule. Employees are expected to spend 3 days per week working in the office, between Monday - Thursday. Remote candidates may be considered on a case-by-case basis. This person will also travel to the USGA campus in Pinehurst, NC, several times per year.
What you bring:
- 5+ years in a sales operations, customer support management, or revenue operations role, preferably in a SaaS or technology environment.
- Bachelor's degree in Business Administration, Marketing, or a related field; an MBA is a plus.
- 3+ years of proven success in a people leadership role, with a track record of developing and motivating teams.
- Expertise with Customer Relationship Management (CRM) platforms, such as Hubspot, is a must. This includes using the system to enforce data standards, track the entire customer journey, and generate reports.
- Exceptional ability to analyze complex data sets, identify trends, and translate data into clear, actionable recommendations.
- A proactive and detail-oriented approach to identifying operational inefficiencies and resolving complex customer issues.
- Outstanding written and verbal communication skills, with the ability to influence stakeholders at all levels of the organization.
- Demonstrated ability to balance tactical execution with long-term strategic goals for continuous improvement.
Level: Assistant Director
Job Location: Liberty Corner, NJ
Salary Range: $95,000 - $110,000
The annual base salary range for this position is $95,000 - $110,000. This range represents what we reasonably expect to pay as starting base compensation for this role. Compensation is based on several factors that are unique to each candidate, including skill set, depth of experience, and relevant certifications. In addition to your base compensation, the USGA provides competitive benefit offerings for all full-time employees.
What the USGA brings:
- Comprehensive medical, dental, and vision benefits, including a zero-contribution medical plan offered for all full-time employees
- Retirement plans, with a generous annual contribution from the USGA
- Suite of programs to promote physical, emotional, and financial well-being
- Generous bank of paid time off, plus the week between Christmas and New Years Day off
- Off-site team building events
- On-site gym and golf simulator
- Professional development opportunities
- Learn more about our benefits and culture here
The USGA is an equal opportunity employer. Our organization believes we are stronger by embracing our diverse backgrounds and perspectives, promoting equity so all teammates can excel and grow in their careers, and fostering experiences to drive inclusion in our workplace and game. Golf is a game for everyone, and you are always welcome.
