Sales Development Representatives Director

Lead a high-performance outbound appointment-setting team in Manhattan by coaching setters, tightening operations, and driving conversion-focused KPIs.

Responsibilities

• Run daily huddles and weekly 1:1s with every setter
• Listen to and score calls every day; provide specific feedback using recorded examples
• Build and maintain a call-scoring scorecard covering opening, discovery, objection handling, urgency, and close
• Own onboarding and ramp for new setters, using a documented ramp plan to reach full productivity quickly
• Deliver side-by-side coaching and live call listening; roleplay objections until responses are automatic
• Own team KPIs and report daily on dials, contact rate, set rate, show rate, and setter-sourced revenue
• Spot underperformance early, create written improvement plans, and follow through on decisions including who stays
• Conduct performance rankings and ensure coaching time scales to opportunity, not seniority
• Partner with leadership on incentive design, contests, and spiffs that change behavior
• Own scripts, rebuttals, voicemail templates, and SMS/follow-up cadences; run A/B testing continuously
• Manage a 24/7 coverage schedule across US-based and offshore team members, including nights and weekends
• Monitor speed-to-lead and enforce a minutes-not-hours standard for new inquiries
• Maintain strict CRM hygiene (disposition accuracy, pipeline stage integrity, and no unworked leads)
• Collaborate with marketing on lead quality feedback and with clinic/closing teams on smooth handoffs
• Recruit, interview, and hire setters as the team scales
• Build a culture with high standards, real recognition, and zero drama

Requirements

• 2+ years managing or supervising an outbound sales, appointment-setting, inside sales, or high-volume contact center team
• Ability to explain performance outcomes with numbers (example: improving set rate from X to Y in Z months)
• Proven coaching strength, including diagnosing call issues quickly and delivering feedback that sticks
• Comfortable working in a CRM and dialer environment; ability to build your own reports
• Data-literate with comfort in pivot tables, conversion math, and cohort comparisons
• Availability to support 24/7 coverage, including some evenings and weekends
• Direct, thick-skinned, and accountable style, with early problem-raising and owned outcomes

Technologies

• GoHighLevel
• Zenoti

Compensation and Benefits

• Compensation: $85,000 – $90,000
• Health, dental, and vision stipend
• Paid time off and paid holidays
• Discounts on all treatments and services
• 401(k)
• Dental insurance
• Retirement plan

How You’ll Be Measured

• Appointments set per setter, per day
• Lead-to-appointment conversion rate
• Show rate on booked appointments
• Speed-to-lead (time from opt-in to first dial)
• Setter-sourced revenue
• Team retention and ramp time for new hires

Nice to Have

• Experience in med spa, aesthetics, healthcare, home services, legal intake, or another high-volume consumer lead-gen environment
• Experience managing offshore or remote agents
• Familiarity with GoHighLevel, Zenoti, or similar CRM and booking platforms
• Experience building QA scorecards or training programs from scratch
• Bilingual (Spanish a plus)