SDR Operations Specialist

About First Due First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations. Job Title: SDR Operations Manager Location : Remote - US Only Country : United States Department : Sales Reports To : Director of Sales Development Position Type : Full-Time Salary : $80,000 Job Summary: First Due is a leading provider of Public Safety Software, and outbound prospecting is one of our highest-leverage channels for generating qualified pipeline across fire, EMS, and law enforcement agencies. Sequence quality, message resonance, and signal-driven targeting are the difference between a 14-SDR team that hits its number and one that doesn't. We're looking for a SDR Operations Manager to serve as the operational backbone of our SDR motion—owning every cadence, sequence, and outbound play across Gong Engage and Salesforce, orchestrating prospecting data from Starbridge, Pursuit, and NationGraph into the hands of our reps, and continuously optimizing the messaging, structure, and triggers that drive meeting volume. Reporting to the Director of Sales Development, you'll partner closely with two SDR Team Leads, our Regional Sales Directors (RSDs), and RevOps to ensure every SDR has the right play, the right list, and the right message at the right moment. You'll maintain and optimize our existing AI-driven sequencing workflows—including Qualified's automated AI sequencing and the broader First Due AI prospecting stack—rather than building them from scratch, partnering with our GTM Engineering function on net-new automation. This is a senior individual contributor role for someone who lives at the intersection of messaging craft, data orchestration, and SDR enablement—and who thrives in a fast-moving, AI-forward GTM environment. Key Responsibilities: Sequence Strategy, Build & Optimization: Own the end-to-end design, build, and optimization of all SDR cadences and sequences in Gong Engage and Salesforce—covering net-new cold outbound, event-driven outreach, re-engagement, marketing follow-up, ABM, and client expansion playw. Develop a structured A/B testing program across subject lines, message copy, sequence length, channel mix (email/phone/LinkedIn/video), and timing—translating wins into the global cadence library. Maintain a versioned, tagged library of cadences segmented by persona (Fire Chief, EMS Director, IT Director, Sheriff, etc.), agency size, and use case track—so SDRs can deploy the right play in seconds, not minutes. Continuously monitor sequence performance and retire, refresh, or rebuild underperforming cadences before they erode reply rates or domain reputation. Partner with the Director of Sales Development and RSDs (Regional Sales Directors) to translate quarterly priorities, new product launches, and competitive moves into deployable cadences within days, not weeks. Prospecting Data Orchestration & Targeting: Own the operational workflow that moves prospecting data from Starbridge, Pursuit, and NationGraph into Gong Engage and Salesforce—ensuring SDRs receive enriched, deduplicated, territory-routed lists ready for action. Build and maintain trigger-based outbound plays around public safety-specific signals: leadership changes, new chief appointments, grant awards, agency consolidations, technology refresh cycles, and intent signals. Maintain list hygiene standards across the SDR funnel—ownership of duplicate management, suppression rules, bounce handling, and territory accuracy across both SDR teams (14 reps and growing). Partner with RevOps on lead routing logic, SLA enforcement, and territory rules to ensure speed-to-lead is measured in minutes, not hours. AI-Driven Sequencing & Workflow Optimization: Operate as the primary owner of Qualified and Qualified's AI-driven automated sequencing for the SDR team—configuring, optimizing, and reporting on Piper AI / Qualified workflows that surface, route, and engage prospects in real time. Maintain and optimize First Due's existing AI-driven SDR workflows (multi-agent prospecting, enrichment, and personalization systems) in partnership with the GTM Engineering / AI GTM function—you optimize what's built; they build what's net-new. Identify gaps in the existing AI/automation stack and translate them into prioritized requirements that GTM Engineering can scope, build, and deploy. Stay current on the sales engagement + AI prospecting landscape (Qualified, ZoomInfo, emerging AI SDR tools) and recommend additions or replacements when warranted. SDR Enablement & Coaching: Lead onboarding and ongoing training for SDRs on Gong Engage, Salesforce, Qualified, Starbridge, Pursuit, NationGraph, and the cadence library—ensuring every rep ramps faster and operates at the top of the team's standard. Build playbooks, quick-reference guides, and short-form training content (Loom walkthroughs, one-pagers, in-Engage notes) so reps can self-serve on cadence selection, messaging, and tool usage. Partner with SDR Team Leads on call-blitz days, prospecting sprints, and high-priority outbound campaigns—ensuring the right cadences are deployed and reps are coached on execution. Surface messaging insights from Gong call recordings and reply data back to SDRs, marketing, and product marketing to sharpen the next iteration Cross-Functional Coordination: Serve as the central operational point of contact between SDRs, RSDs (sales leadership), Marketing, RevOps, and Product Marketing on all cadence, sequence, and outbound execution matters. Translate marketing campaigns, ABM plays, and event activations into SDR cadences—ensuring tight follow-up loops on every MQL, event lead, webinar attendee, and ICP-fit account that engages with First Due. Coordinate event-driven outbound for Tier 0 / Tier 1 events (RSDs, sponsorships, large conferences) and mid-tier events—pre-event prospecting, on-site meeting booking, and post-event follow-up sequences. Lead weekly cadence performance reviews with the SDR Director and team leads; surface what's working, what's broken, and what's next. Reporting & Performance Management: Define and track sequence-level KPIs: open rate, reply rate, positive reply rate, meeting booked rate, sequence completion rate, and cadence-to-pipeline contribution. Build SDR-facing and leadership-facing dashboards (in partnership with RevOps) that make cadence performance, list quality, speed-to-lead, and pipeline contribution visible in real time. Produce weekly and monthly performance summaries with actionable recommendations—what to scale, what to retire, where to invest next. Maintain accurate records across Salesforce, Gong Engage, and supporting tools to ensure clean attribution from cadence → meeting → pipeline → closed-won Qualifications: 4–7 years of experience in sales development operations, sales engagement management, or RevOps with deep ownership of outbound cadences and SDR workflows. Hands-on expertise in Gong Engage (or comparable platforms—Outreach, Salesloft) and Salesforce; able to build, optimize, and report on cadences without leaning on RevOps for day-to-day execution. Demonstrated experience with at least one prospecting / sales intelligence platform—Starbridge, Pursuit, NationGraph, ZoomInfo, Apollo, LinkedIn Sales Navigator, or equivalent. Direct, hands-on experience with Qualified (or comparable AI-driven conversational/sequencing platforms) including configuration, optimization, and performance reporting on AI-automated outbound. Proven ability to design, run, and act on rigorous A/B tests across cadence elements—messaging, structure, channel mix, and timing. Strong messaging and copywriting instincts—comfortable writing first-draft cadence content and editing what SDRs and product marketing produce. Comfortable in Salesforce for list management, list views, basic reports, and platform configuration; partners with RevOps for complex admin work, flows, and Apex. Highly organized with strong project management instincts—able to support 14+ SDRs across two teams, multiple sales segments, and 12+ concurrent plays without dropping detail. Excellent written and verbal communication; comfortable presenting cadence performance, recommendations, and tradeoffs to SDR leadership, RSDs, and RevOps. Preferred Qualifications: B2B SaaS or technology company experience, ideally selling into mid-market or government / public sector buyers. Familiarity with public safety, government, or mission-critical software industries—or comparable long, multi-stakeholder sales cycles. Experience operating within or alongside an AI-forward GTM team (Claude, GPT, custom multi-agent systems) where cadence ops and AI workflows intersect. Background that combines messaging / content development with sales engagement operations—not a pure admin and not a pure copywriter. Confidence navigating a fast-paced, cross-functional environment and influencing without direct authority across SDRs, sales leadership, RevOps , and Marketing. For US-based Roles All applicants must be authorized to work for any US employer in the United States. Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas at this time. Hiring is contingent upon candidates successfully passing a criminal background check. As part of the I-9 verification of authorization to work in the US, Locality Media participates in E-Verify. Physical Demands and Work Environment This role is fully remote with minimal travel expectations at this time. Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above. If you require an accommodation during the interview process, please reach out to [email protected] . Working at First Due First Due offers a comprehensive compensation and benefits package for eligible employees, including competitive pay, medical, dental, and vision coverage, FSA/HSA, 401(k), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more. If you are a resident of a state requiring wage transparency, please reach out to [email protected] for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis. First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated. When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. 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