Manager, CRM Operations
Department: Ticket Operations
Direct Supervisor: Senior Director, Revenue Operations
Status: Full-time
Summary:
The Manager, CRM Operations will lead the strategy, administration, and continuous improvement of CRM systems and processes supporting sales and service operations across Ross Sports & Entertainment properties. Serving as the primary business owner for HubSpot Sales Hub and Service Hub, this role will oversee CRM functionality, platform configuration, data quality, integrations, reporting, user adoption, and the development of scalable processes that support revenue generation and customer service.
This position combines technical CRM expertise, analytical thinking, and people leadership to translate business needs into effective technology and operational solutions. The Manager will directly lead the CRM team responsible for day-to-day sales and service CRM execution, establishing priorities, providing coaching, and ensuring the delivery of reliable, efficient, and scalable solutions.
The Manager will work closely with sales and service leadership to support go-to-market strategies, campaign execution, pipeline management, forecasting, and customer service operations. Additionally, this role will partner with the Marketing Operations Manager to connect marketing engagement and lead generation with sales activity, customer interactions, and revenue outcomes. The ideal candidate is a strategic and hands-on leader who can balance platform ownership, process improvement, team development, and cross-functional collaboration while identifying opportunities to leverage emerging technologies and AI to improve business performance.
Location:
- This is a full-time position based on site at Hard Rock Stadium in Miami Gardens, FL.
Responsibilities:
CRM Strategy & Platform Management
- Own the strategy, administration, governance, and continuous improvement of HubSpot CRM, including Sales Hub and Service Hub.
- Develop and maintain scalable CRM standards for pipelines, stages, properties, workflows, record associations, permissions, reporting, and documentation.
- Oversee CRM system architecture, configuration, integrations, and enhancements to support evolving business needs.
- Manage CRM projects from requirements gathering and solution design through testing, deployment, training, and ongoing support.
- Stay current on HubSpot capabilities, emerging technologies, and opportunities to enhance CRM functionality and operational efficiency.
- Identify and evaluate opportunities to leverage AI, automation, and other technologies to improve sales and service processes.
Team Leadership & User Support
- Lead, develop, and establish priorities for the CRM Coordinators responsible for sales and service CRM project execution.
- Provide coaching, guidance, and quality control to ensure consistent execution and delivery of CRM initiatives.
- Oversee user support, platform training, access management, documentation, and change communication for Sales and Service teams.
- Monitor user adoption and process compliance, identifying opportunities for additional training, process improvements, and system enhancements.
- Foster a collaborative, service-oriented team environment focused on accountability, accuracy, and continuous improvement.
Sales & Service Operations
- Partner with sales and service leaders on strategy, execution, and development of go-to-market campaigns, including major product launches, renewals, and on-sale events.
- Work with sales leadership to improve lead intake, qualification, prioritization, routing, pipeline management, forecasting, and sales activity processes.
- Partner with service leadership to manage Help Desk operations, ticket routing, service workflows, service-level agreements (SLAs), escalation processes, customer feedback, and service reporting.
- Ensure CRM records are accurately structured, maintained, and associated to support effective sales and service execution.
- Monitor CRM data quality and reporting accuracy, leading improvements where gaps or inconsistencies are identified.
- Serve as a strategic thought partner to sales and service leadership, using CRM insights and operational data to identify opportunities and improve business performance.
Cross-Functional Collaboration & Integrations
- Partner with the Marketing Operations Manager to establish effective handoffs between marketing campaigns, lead generation, sales processes, service interactions, and revenue attribution.
- Collaborate with internal technology teams and external vendors to coordinate system integrations, troubleshoot issues, and resolve platform-related challenges.
- Work across departments and business lines to understand operational needs and develop CRM solutions that support organizational objectives.
- Identify opportunities to streamline processes, improve data visibility, and create greater alignment across sales, marketing, and service functions.
Qualifications:
- Bachelor's degree in Business, Marketing, Information Systems, or a related field, or equivalent professional experience.
- Four or more years of experience in CRM administration, CRM operations, or a related field.
- Hands-on experience administering HubSpot, Microsoft Dynamics 365, Salesforce, or another enterprise CRM platform.
- Experience managing employees or formally leading teams, projects, or operational workstreams is preferred.
- Strong understanding of CRM data architecture, relational data concepts, record associations, imports, and system integrations.
- Strong analytical, problem-solving, and process improvement skills.
- Excellent communication, collaboration, project management, and organizational skills.
- Ability to translate business requirements into effective technical solutions and explain complex concepts to non-technical stakeholders.
- Ability to manage multiple priorities with strong attention to detail, accuracy, and deadlines.
- Experience with HubSpot Sales Hub and Service Hub, APIs, custom objects, programmable automation, SQL, or business intelligence tools is preferred.
- Experience in professional sports, live events, entertainment, hospitality, membership, or another consumer-focused industry is a plus.
- Ability to work flexible hours, including occasional evenings, weekends, and holidays, as needed to support business operations and events.
The Miami Dolphins, Hard Rock Stadium and South Florida Motorsports are proud to be Drug-Free Workplaces. Offers of employment are contingent on successful completion of drug and background screening.
It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender identity or expression, or other status protected by applicable federal, state, or local law.