• Own the day-to-day management of outsourced/remote sales vendors and internal remote teams delivering both inbound and outbound SMB sales activity. • Lead vendor selection, contracting (SOWs, SLAs, KPIs), onboarding and ongoing performance management; conduct regular vendor governance and scorecards. • Define and manage commercial arrangements with partners (budgeting, cost per lead/conversion, performance guarantees) in partnership with Procurement and Finance. • Design outsourced local sales offers that franchisees can subscribe to — defining scope, pricing, SLA commitments, reporting deliverables and onboarding processes. • Create franchisee enablement materials, including program guides, onboarding checklists, CRM workflows and reporting templates that integrate with franchisee systems and Choice platforms. • Lead franchisee onboarding for outsourced offers and act as the primary operational point of contact for franchisee queries and escalations. • Manage to a set of business development goals for sales vendors and programs (i.e. customer acquisition, revenue growth, etc.). • Monitor leading indicators (lead volume, conversion rates, pipeline, etc.) and ROI associated with programs to inform program roadmap and expansion decisions. • Build and execute workforce plans (capacity, scheduling, shrinkage, coverage) to meet volume and service targets; partner with vendor WFM teams to manage real-time staffing. • Oversee quality assurance, call monitoring, coaching programs, and agent certification processes to ensure high-quality customer interactions and consistent messaging. • Develop and maintain playbooks, scripts, objection handling guides, and escalation workflows for outbound and inbound sales motions. • Ensure customer experience metrics (NPS, etc.) for SMB/local customers meet expectations. • Lead incident management for critical customer experience issues (rate visibility issues, service complaints), conduct root-cause analysis and drive remediation plans with partners. • Ensure seamless handoffs between remote teams, franchisees and hotel operations to deliver a cohesive customer experience.