Program and Operations Director

About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at

The Program & Operations Director a critical leadership role overseeing the operational management of Inside Sales Support and E-Commerce, while also driving program management for new product and service offerings. This position ensures both functions operate efficiently, accurately, and in alignment with broader sales and operational goals. Acting as a bridge between Sales Operations, Services, Pre-Sales, and E-Commerce, the Director ensures that new offerings are scalable, revenue-ready, and supported through effective cross-functional collaboration from launch through execution.

Key Responsibilities
Program Management – New Offerings

• Lead end-to-end program management for the launch and sustainment of new products and services.
• Collaborate with Services Leadership to evaluate delivery capabilities, identify training or certification needs, and ensure operational readiness.
• Partner with the Director of Pre-Sales to develop enablement tools and training materials for account managers.
• Define and manage cross-functional workstreams for offering readiness, including pricing, contracting, and process scalability.
• Coordinate GTM execution with Marketing, Sales Operations, and Finance to align pricing, quoting, and order management.
• Establish KPIs and success metrics for each launch (e.g., time-to-market, adoption, margin, readiness).
• Drive continuous improvement based on launch feedback and customer outcomes.

Inside Sales Support Operations

• Lead the Inside Sales Support (ISS) team responsible for quoting, sourcing, deal registration, and quote-to-order processing.
• Oversee operational accuracy, SLA compliance, and adherence to vendor program requirements.
• Define and maintain SLAs for quote accuracy, turnaround time, and deal processing efficiency.
• Collaborate with Sales Operations to ensure CRM and quoting systems enable effective reporting and forecasting.
• Partner with account managers and pre-sales to align quoting and sourcing expectations.
• Identify opportunities to automate or streamline manual processes through workflow or system improvements.

E-Commerce Operations & Growth

• Oversee E-Commerce operations, ensuring catalog accuracy, pricing governance, and system integration with CRM and ERP platforms.
• Lead the E-Commerce growth roadmap—enhancing automation, customer experience, and online conversion.
• Partner with Marketing to drive platform traffic and conversion, and with IT/Operations for ongoing improvements.
• Track and optimize key KPIs such as conversion rate, average order value, margin, and customer adoption.

Qualifications & Experience

• Bachelor's degree in Business, Commerce, or Operations (MBA or PMP certification is an asset).
• 7+ years of experience in sales operations, program management, or services enablement within a technology or IT services organization.
• Proven experience managing inside sales support, quoting/sourcing, or operations teams.
• Strong knowledge of IT channel programs, vendor registration, and quote-to-order workflows.
• Demonstrated project/program management expertise with cross-functional coordination skills.
• Hands-on experience with CRM, quoting, and e-commerce platforms.
• Excellent analytical, leadership, and communication skills.

Key Success Metrics

• Quote Accuracy: ≥ 98%
• Quote Turnaround: ≤ 1 business day (standard requests)
• E-Commerce Revenue Growth: +15–20% YoY
• New Offering Readiness: 100% of launches on time with trained pre-sales and delivery teams
• Contracting Cycle Time Reduction: ≥ 10%
• Service Certification Completion: 100% pre-launch compliance
• Cross-Functional Alignment: Positive stakeholder feedback (GTM readiness surveys)