Inside Sales Operations Team Leader - AAT KINGS | SYDNEY
About us
AAT Kings Group is comprised of AAT Kings, SEIT and Down Under Tours (DUT). AAT Kings Group operates leading tour brands across Australia and New Zealand - with Guided Holidays (across AAT), Day Tours (across AAT, SEIT and DUT) and Short Breaks (across AAT and DUT), we explore the amazing landscapes and wonderful culture of Australia and New Zealand with thousands of guests each year. When you join AAT Kings, you’re not only part of our century-old heritage but are welcomed into just as many years of experience in The Travel Corporation, where the philosophy is to create enriching experiences for travellers.
About the role
This is a process-building, people-enabling, clarity-creating role. You'll own the sales operations framework that supports AAT Kings' commercial sales function, developing SOPs, managing escalation pathways, driving campaign readiness and ensuring that work flows to the right people at the right time.
You'll manage the Inside Sales Executive and work closely with Sales, Key Account Management, Reservations, Marketing, Product, Finance and IT. Your job is to cut through ambiguity, eliminate informal workarounds and build the kind of operating discipline that lets the whole commercial team perform at their best.
This role would suit someone currently working as a Senior Coordinator, Sales Support Specialist, Reservations Team Leader or Sales Operations Executive who is ready to step into a broader leadership and coordination role
What you'll be doing
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Build and own the sales operations framework workflows, SOPs, process maps and functional ownership matrices that keep the business running with clarity and accountability
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Lead the Inside Sales Executive: defining their scope, managing priorities and preventing Inside Sales becoming the default catch-all for unresolved business issues
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Drive campaign readiness: ensuring sales teams have what they need before any campaign launches: messaging, FAQs, booking instructions, escalation pathways and identified risks
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Capture and document knowledge: building the Inside Sales Manual, process library and reference guides so that critical knowledge isn't locked in people's heads
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Support OTA, ITO, wholesale and partner channels: maintaining clear process pathways for setup, support and escalation across all trade partner types
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Own escalation and issue triage: defining pathways, redirecting issues to the right owners and tracking recurring problems to their root cause
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Support rate, commission and agency setup governance: maintaining documented workflows and reducing risk from undocumented rules or single-person knowledge
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Contribute to sales activity reporting and operating rhythm: supporting the GM with visibility of support issues, activity cadence and reporting discipline
What you'll bring
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Essential:
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Proven experience in sales operations, commercial operations, sales enablement or sales support management
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Strong understanding of sales workflows and trade partner support
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Demonstrated ability to document SOPs, process maps, workflows and escalation pathways
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Strong stakeholder management across multiple internal departments
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Confidence to challenge poor process, unclear ownership and unmanaged handoffs
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Experience supporting distributed or multi-market sales teams
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Strong written communication, attention to detail and process discipline
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Ability to manage competing priorities and operational ambiguity
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Desirable:
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Travel, tourism or wholesale travel experience
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Experience with systems such as Salesforce, Power BI, Monday.com, Rezdy or similar
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Experience supporting OTA, ITO, retail, wholesale or consortia channels
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Experience building playbooks, training guides or process maps
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Background working alongside contact centre, reservations or offshore support teams
Why AAT Kings
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Wellbeing Support: access to extensive employee assistance and wellbeing programs for you and your family.
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Travel Discounts: Generous domestic and international travel discounts for you, your family, and friends.
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Learning & Development: Career development and personal growth opportunities.
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Love for Travel Benefit: An annual travel credit after your first year to use on any of our core travel brands.
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Volunteer Leave: Two days paid leave per year for volunteer opportunities.
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Parental Leave: 12 weeks paid parental leave for eligible employees.
