Manager Field Operations

About this role

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

We are seeking a Manager, Field Operations to join our Sales Operations organization. This role is the operational backbone of a Five9 sales region or segment — the trusted partner sitting alongside the AVP and RVPs who owns the operating rhythm of the business.

You will run the forecast cadence, build and land the quarterly business review, enforce the process discipline that makes pipeline data trustworthy, translate that data into insights leadership can act on, and clear the operational friction that slows sellers down. Success in this role is measured by the quality of decisions your leaders make and the amount of selling time your reps get back.

This is a high-visibility position for someone who is equally comfortable in a Salesforce report, a forecast call, and a meeting full of stakeholders.

Key Responsibilities

Forecasting and Pipeline Management

• Own the weekly forecast cadence for your aligned region or segment — preparing the call, driving the discussion, capturing commitments, and rolling an accurate, defensible number up to Sales and Finance leadership.

• Build and maintain forecast models that combine bottoms-up rep commit, management judgment, historical conversion rates, and pipeline coverage to produce a call leadership can stand behind.

• Track forecast accuracy over time by rep, manager, and region; surface systematic optimism or sandbagging and coach leaders on where their calls break down.

• Monitor pipeline health — coverage ratios, stage aging, slippage, creation velocity, and win rates — and raise the early warnings that give leadership time to act rather than react.

• Partner with Finance and Sales Strategy on quota setting, capacity planning, territory coverage, and in-quarter risk assessment.

Quarterly Business Reviews

• Produce the analytical backbone of every QBR — attainment against plan, pipeline generation and conversion, product and segment mix, competitive win/loss, ramp progression, and rep-level productivity — so the conversation starts from facts rather than anecdotes.

• Work with AVPs and RVPs to shape the story the numbers tell, pressure-test the plan for the coming quarter, and ensure it ties back to corporate GTM priorities.

• Track QBR commitments and action items to closure so the review drives change instead of becoming a quarterly ritual.

• Support executive-level business reviews and board-facing reporting with region-level inputs on demand.

Sales Process Rigor and Discipline

• Serve as the steward of sales process compliance for your region (opportunity hygiene, stage-gate criteria, close-date integrity, SPICED standards, and CRM data quality).

• Define and publish the inspection metrics that make discipline visible, and equip frontline managers to hold their teams to them.

• Drive adoption of the sales methodology and the deal-inspection cadence in partnership with Sales Enablement, reinforcing the behaviors in the systems reps already work in.

• Identify where the process is genuinely broken versus where it is simply not being followed.

Business Insights from Data

• Build, standardize, and maintain the reporting and dashboards your leaders run their business on in Salesforce and the company BI stack, retiring one-off reports in favor of a single trusted view.

• Move beyond reporting to analysis — explain why the numbers moved, isolate the drivers, and recommend the specific action the data supports.

• Analyze rep and team performance to identify what top performers do differently, then translate those patterns into coachable, repeatable behaviors for the rest of the team.

• Deliver proactive insight on trends, red flags, and emerging opportunities before stakeholders think to ask — anticipating the question is the standard, not answering it.

• Build the business cases that prioritize investment, using ROI and level of effort to decide what the team takes on and what it declines.

Operational Support

• Act as the primary operational point of contact for your region — triaging requests, resolving issues, and escalating cleanly to the right Sales Ops, Deal Desk, IT, or Finance owner when needed.

• Resolve the recurring friction that costs sellers time

• Attend regional team calls and leadership meetings to uncover needs early and keep operations connected to what the field is actually experiencing.

• Support key operational cycles including fiscal year planning, territory and quota rollout, comp plan releases, and the quarter-end close.

• Contribute to the broader Sales Operations roadmap by turning repeat requests from your region into scalable, permanent solutions.

Requirements

• 5+ years in Sales Operations, Field Operations, Revenue Operations, or Sales Strategy, ideally within a B2B SaaS organization; experience supporting an enterprise or mid-market field sales team is strongly preferred.

• Demonstrated ownership of a forecast process.

• Deep working knowledge of Salesforce, including report and dashboard creation, and hands-on experience with a BI or visualization platforms.

• Strong command of the sales funnel and the metrics that govern it: pipeline coverage, conversion, velocity, win rate, ACV, ramp, and productivity.

• Advanced analytical skills with the judgment to know which numbers matter and the communication skill to make them land with a non-analytical audience.

• Executive presence and credibility with VP+ stakeholders, and the ability to influence without authority in a matrixed organization.

• Track record of driving process change and adoption across a distr

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