{"id":3968777,"url":"https://alion.io/job/informa-associate-director-global-sales-support","title":"Associate Director, Global Sales Support","company":{"id":4365,"name":"Informa","domain":"informa.com","url":"https://alion.io/company/informa-group-plc","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"A","score":98,"open_postings":38,"ghost_share":0,"stale_share":0.289,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Sales","role_family":"Sales","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philadelphia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":120000,"currency":"USD","period":"year","gross":null,"usd_annual":120000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-09T14:21:57Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T02:06:55Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Informa is a leading academic publishing, business intelligence, knowledge, and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.\nTaylor & Francis is one of the world’s largest publishers of high-quality, peer reviewed scholarly journals, books, e-books and reference works. We empower learners, thinkers and doers with trusted knowledge that advances research and enriches lives. We bring together diverse people, ideas and opinions to validate and publish the experts, theories and truths that matter. And we’ve been doing this in an unbroken arc since 1798.\nOur purpose is to foster human progress through knowledge. We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.\n Taylor & Francis is seeking an experienced operations leader to take ownership of global sales support services across all regions. As Associate Director, Global Sales Support, you will be accountable for building a consistent, efficient, and well-controlled quote-to-invoice process, driving data accuracy across regional commercial records, and preparing our support function for readiness under the new Unified Commercial (UC) model. You will lead the four Regional Sales Operations Managers and, through them, the regional support teams who keep our commercial engine running smoothly every day.\nThis is a pivotal leadership role sitting within Commercial Strategy & Operations, working as a peer to the Global Sales Operations Lead and the Global Systems & Data Lead to ensure our sales support infrastructure scales with the business.\nWhat You'll Be Doing:\nGlobal Service Delivery & People Leadership\nLead and develop the four Regional Sales Support Managers, setting shared objectives, capacity priorities, performance standards, and development plans. \nDefine service levels and establish a regular operating cadence covering backlog management, turnaround times, quality, escalations, and process adherence. \nHarmonize processes globally while accommodating documented local requirements, and scale best practices across regions. \nManage cross-regional escalations and provide strong support to Sales and Inside Sales teams, without assuming ownership of the Inside Sales function itself. \nQuote-to-Invoice & Commercial Transaction Execution\nOwn the sales-support operating process from quote preparation and approval through to accurate order and invoicing handoffs, working closely with Finance and order-management owners to agree clear boundaries. \nEnsure commercial terms, customer details, and approved pricing/discount conditions are captured correctly, applying rules set by the Global Pricing Director and escalating exceptions as needed. \nReduce rework and errors at transaction handoffs by defining clear controls, ownership, and resolution paths for common issues. \nTranslate changes arising from the UC model into standardized workflows, training needs, and operational acceptance criteria. \nData Capture & Operational Controls\nOwn the timeliness, completeness, and accuracy of information entered by regional teams into account, opportunity, and other commercial records. \nImplement front-line validation, exception handling, and remediation routines, aligned with data definitions and standards owned by Systems & Data. \nEnsure data captured at source properly supports forecasting, invoicing, reporting, and incentive calculations, resolving regional input issues promptly. \nPartnership & Continuous Improvement\nPartner with Sales Operations on forecast inputs, deal status, territory changes, and recurring data defects. \nWork with Systems & Data to specify usability needs, test process changes, and manage adoption (while Technology retains technical build ownership). \nCollaborate with Global Enablement to maintain practical instructions, playbooks, and training materials for regional support users. \nDecision Rights & Role Boundaries\nSales Support owns frontline data entry and transaction execution; Systems & Data owns data structures, standards, and CRM business governance. \nSales Operations owns forecasts, performance metrics, and incentive reporting; Sales Support supplies correct and timely regional inputs. \nPricing owns price and discount policy; Finance and billing functions retain their designated accounting, invoicing, and cash-control responsibilities. \nInside Sales remains a separate commercial sales capability unless an explicit reporting-line decision changes this. \nWhat Success Looks Like:\nConsistent quote-to-invoice workflows with documented exceptions across all regions. \nAgreed service levels consistently met, with visible improvement in turnaround time, backlog reduction, and first-time-right processing. \nMeasurable improvement in the completeness and accuracy of commercial data at the point of entry. \nThe four Regional Sales Operations Managers operating with clear accountabilities, resource plans, and performance routines. \nUC process changes implemented smoothly, with a stable support service and minimal disruption. \n What We're Looking For:\nExperience & Knowledge\nProven multi-region people leadership and change management capability. \nStrong understanding of quote-to-invoice and institutional/subscription sales processes. \nExperience in service operations, capacity planning, and process standardization. \nWorking knowledge of CRM systems and a strong commercial data discipline. \nExcellent judgment, escalation management skills, and confident stakeholder communication. \nRelevant Experience\nProven experience in sales support, sales operations, or commercial operations. \nDemonstrated experience leading managers or distributed teams. \nA track record of setting service levels and standardizing processes across multiple regions or units. \nExperience with institutional, academic, subscription, journals, or eBook business models, along with system transitions, is highly desirable. \nKey Working Relationships\nRegional Sales Leaders; Finance; Global Pricing; Commercial Strategy; Global Enablement; Technology; and the other two Commercial Operations leads - all with clearly defined ownership and escalation paths\n Closing date: Monday 23rd November 2026\nApplications are shortlisted on a rolling basis. We therefore encourage you to apply at the earliest opportunity.\nYou must have the right to reside and work in the United States.\nLocation: We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces - like at conference - you get the flexibility and support to work from home or remotely. The successful candidate will be able to utilise our balanced working model. We ask that candidates live within a commutable distance of the Philadelphia office to ensure that as a balanced worker they can make it to our office location 3 days per week.\nWhat we offer in return:\nAnnual salary of circa $100,000- $120,000 USD + bonusSalary commensurate with experience\n\n15 paid vacation days\n10 paid sick days\n2 paid floating holidays\nPaid parental leave\nPaid leave for life events; i.e. wedding or moving\nMedical, dental, & vision benefits\n4 paid volunteering days per year\nPaid day off for your birthday\n401(k) match\nFlexible working schedule\nSeasonal social and charitable events\nTraining and developmentWe’re passionate about ensuring you have all the tools and resources at your fingertips to reach your short and long-term career goals. We’ll support you in your journey by working together on your own bespoke Taylor & Francis Development Plan, ensuring you have the resources, tools, support and coaching that will get you where you want to be. \n\nIf you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life.\nTaylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor.\nWe want all our candidates to shine in our recruitment process. Please let us know if there is anything we can do to ensure you are able to show us your best self. This could include having the application form in a different format, more time for questions, or anything else - please ask us, we are happy to be flexible! 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