CRM & Sales Operations Manager

Location: Brazil; Mexico; Colombia; Costa Rica; Israel; Albania Crystalia Glass LLC is a U.S.-based manufacturer and provider of premium glass solutions, specializing in custom glass partitions for residential, commercial, and institutional projects. We operate a full-cycle model — from design and manufacturing to sales, delivery, and installation. We are strengthening our commercial function and looking for a CRM & Sales Operations Manager to own the CRM, the sales process and data quality across the full funnel, from first contact to order handover. This is a hands-on, senior individual contributor role with no direct reports. Employment Type: Full-time 8.30 am - 5 pm, NY (EST zone). Remote work. B2B contract (sole proprietorship status or corporate entity). Key responsibilities: CRM setup and process design Personally configure CRM fields, stages, reports and automation; scope complex changes and integrations for developers and test them before release. Define rules for each stage: goal, entry and exit criteria, required data and next steps. Set ownership at each stage and at handover, and agree SLAs for response time and escalation. Process control and data quality Audit deals to check that CRM stages and next steps match actual client communication. Monitor overdue tasks, stalled deals, missing next steps and missing loss reasons. Keep CRM data accurate and resolve recurring issues with team leads. Training Write short CRM instructions and train sales reps and team leads to manage deals correctly, including after every change. Reporting and analytics Build funnel reports and dashboards: conversion by stage, stage duration, loss reasons and SLA adherence. Measure the impact of process changes and share data with sales leadership and the Sales Effectiveness Manager. Automation and AI Use AI to analyze CRM data and prepare next actions for reps, with human review before anything reaches a client. Build AI workflows for the sales team and maintain AI agents and bots connected to the CRM. Requirements The core of this role is hands-on CRM administration and sales process design. Experience in CRM administration, sales operations or revenue operations. Hands-on CRM setup (HubSpot, Salesforce or similar): fields, stages, permissions and reports. Experience designing deal stages, handover rules and SLAs. Experience fixing CRM data issues and building sales reports personally. Experience automating deal workflows and writing requirements for integrations. Also important Experience training sales reps to work correctly in the CRM. Hands-on experience bringing AI into a sales team’s daily work, from building to measuring results. Understanding of the full sales cycle, from first contact to order handover. Strong analytical skills and careful conclusions from data. Experience driving change through team leads without direct authority; strong team player. Fluent English (C1/C2). Nice to have Setting up or migrating a CRM from scratch. Experience with a complex physical product with a long sales cycle. Benefits Competitive base salary + performance-based bonuses. Full ownership of the CRM and sales operations in a fast-growing U.S. company, with the freedom to build them the right way. Direct influence on how the sales process runs, with data that leadership relies on. Hands-on work with automation and AI in real sales processes. Joining a highly professional and dynamic team. Exciting experience working with prestigious clients in the US market.