Senior Lead Development & Sales Operations Manager

📍 Location: Remote (Vietnam-based) - must work Canadian business hours (EST or PST)

At Wellbytes, we are building technology that improves how businesses and individuals manage healthcare benefits, financial wellbeing, and administrative processes.

We have delivered more than 130 technology solutions across machine learning, CRM platforms, enterprise applications, cybersecurity, and digital automation. Our flagship Health Spending Account (HSA) and Wellness Spending Account (WSA) solutions help Canadian businesses provide flexible employee benefits through a modern digital platform.

We are continuing to expand our sales, automation, and AI capabilities and are building a more sophisticated lead-development operation that combines human representatives, CRM automation, email workflows, and AI-powered inbound and outbound calling.

We are looking for a hands-on Senior Lead Development & Sales Operations Manager to help design, launch, validate, and eventually manage Wellbytes' inbound and outbound lead-development function.

This is initially a 90-day pilot and build phase.

You will personally work leads while helping define the workflows, qualification rules, routing logic, scripts, automation, CRM processes, and performance standards that the future team will operate on.

The role will help build a system that determines:

• Which leads should receive an outbound call
• Which leads should enter automated email or SMS qualification
• Which leads should be routed to a human representative
• Which leads can continue through automated onboarding
• Which leads should be handed directly to Sales
• Which inquiries belong with Customer Success
• When AI should handle an interaction versus when a human should take over
• How inbound and outbound calls should be prioritized and dispatched

Once the model is validated, you will help recruit, train, coach, and manage the lead-development team.

• Personally handle inbound and outbound lead qualification during the initial pilot.
• Make outbound calls to marketing-generated and prioritized leads.
• Respond to and qualify inbound sales inquiries.
• Conduct structured qualification conversations to confirm business fit, company size, decision-making authority, needs, urgency, and implementation timeline.
• Answer approved first-level product questions and escalate more complex questions when required.
• Schedule qualified opportunities directly with Sales Executives.
• Ensure only properly qualified opportunities are handed to Sales.
• Maintain active nurture sequences for prospects who are interested but not yet sales-ready.

• Help design the operating workflows for inbound and outbound lead management.
• Define rules for how new leads are prioritized, assigned, dispatched, contacted, nurtured, escalated, and handed off.
• Build clear routing logic for calls and leads based on source, lead score, customer type, qualification status, urgency, and other business criteria.
• Establish rules for when leads should be handled by Sales, Lead Development, Customer Success, automated workflows, or AI.
• Help define contact-attempt rules, follow-up timing, call cadence, lead aging rules, and re-engagement processes.
• Identify where manual steps can be replaced or supported by automation.

• Help design automated email and SMS sequences that qualify, nurture, and progress leads.
• Define qualification questions and decision rules used within automated journeys.
• Work with internal teams to create workflows that move qualified prospects toward booking a meeting or beginning onboarding.
• Determine when leads can proceed through self-service or automated onboarding without requiring a Sales representative.
• Define triggers that move a lead from automation to human follow-up.
• Continuously improve automated sequences based on response and conversion data.

• Help build the CRM workflow supporting the complete lead journey.
• Define lead stages, statuses, dispositions, qualification fields, call outcomes, and handoff requirements.
• Maintain accurate CRM records and ensure representatives follow consistent data-entry standards.
• Establish lead-priority and lead-scoring rules in partnership with Sales and Marketing.
• Help identify duplicate, inactive, existing-customer, support, or incorrectly routed leads.
• Design dashboards and reporting for lead activity, qualification rates, booked meetings, conversion, response rates, lead sources, and representative performance.

• Support Wellbytes' initiative to develop AI-assisted inbound and outbound calling capabilities.
• Provide approved call scripts, qualification questions, call classifications, escalation rules, and objection-handling guidance for AI systems.
• Help define when AI can complete a call or qualification step and when the conversation must be transferred or escalated to a human representative.
• Review AI call outcomes and identify incorrect classifications, missed opportunities, or workflow issues.
• Label call outcomes and provide structured feedback that can be used to improve AI call performance.
• Help create consistent qualification standards across human and AI interactions.
• Work with product and technology teams to improve AI-assisted lead routing, qualification, follow-up, and scheduling.

• Once the pilot is validated, help determine the appropriate team structure and staffing requirements.
• Recruit, onboard, train, and coach Lead Development Representatives.
• Create onboarding materials, call scripts, SOPs, qualification guides, and escalation procedures.
• Monitor call quality and provide regular coaching and performance feedback.
• Manage individual and team KPIs.
• Review pipeline activity and ensure leads are being followed up consistently.
• Continuously improve processes based on team feedback, lead data, and conversion performance.

Success in this role may be measured through:

• Speed to first contact
• Contact rate
• Lead response rate
• Qualification rate
• Qualified meeting rate
• Meeting attendance rate
• Lead-to-opportunity conversion
• Number of follow-up attempts completed
• Automated nurture response rate
• Lead aging and follow-up compliance
• CRM data accuracy
• Human versus automated qualification performance
• Lead source conversion
• Representative performance
• Sales acceptance rate of qualified leads

• 3+ years of experience in outbound sales, SDR/BDR operations, inside sales, telesales, contact-centre operations, or lead-development management.
• Experience designing or managing inbound and outbound lead workflows.
• Hands-on experience conducting B2B qualification calls.
• Strong understanding of structured qualification methodologies such as BANT, MEDDIC, or similar frameworks.
• Experience building lead-routing, call-dispatch, follow-up, or pipeline-management processes.
• Experience working with CRM automation and sales workflows.
• Experience building automated email, SMS, or lead-nurture sequences.
• Proven experience hiring, training, coaching, or managing phone-based sales or lead-development representatives.
• Strong understanding of CRM data discipline, lead stages, dispositions, and reporting.
• Excellent spoken and written English with a confident professional phone presence.
• Comfortable working hands-on while simultaneously building processes and systems.
• Comfortable operating in an ambiguous, pilot-stage, 0-to-1 environment.
• Available to work Canadian business hours, EST or PST.

• Experience with HubSpot, Salesforce, or similar CRM platforms.
• Experience with sales engagement platforms or automated sequencing tools.
• Experience designing lead-scoring or routing logic.
• Exposure to conversational AI, AI voice agents, call automation, or voice-bot systems.
• Experience reviewing or training AI-generated calls and classifications.
• Experience integrating AI and human representatives within the same contact-centre workflow.
• Experience with automated scheduling or self-service onboarding.
• Experience partnering with Sales, Marketing, Customer Success, Product, and Technology teams.
• Previous experience building a new SDR, call-centre, or lead-development function from the ground up.

• Remote working environment
• Opportunity to build a new function from the ground up
• Direct involvement in Wellbytes' AI and sales-automation initiatives
• Opportunity to influence how human representatives and AI work together
• Work on innovative fintech, benefits, and healthcare technology projects
• Collaborative and growth-driven environment
• Competitive salary and benefits package
• Full social insurance and benefits in compliance with Vietnam Labor Law
• Team-building and monthly company activities
• Significant opportunity to shape Wellbytes' future sales and customer-acquisition infrastructure

👉 Join us on this journey. Send your CV to [email protected]