Role Overview
The Lead Operations Specialist ensures the sales and marketing teams always have clean, qualified, and campaign-ready lead lists to work from.
This role owns the end-to-end process of sourcing, curating, segmenting, and importing leads — drawing from external platforms, HubSpot's dormant and lost contacts, and marketing campaign requirements.
Working closely with Sales, Marketing, and the HubSpot Development team, this role is the central point of accountability for lead list quality and delivery across the organization.
Key Responsibilities
Lead Sourcing
- Download and extract lead lists from external source platforms including Definitive Health, ZoomInfo, and equivalent providers.
- Curate dormant and lost lead lists surfaced by the HubSpot CRM team for sales reactivation.
- Receive campaign briefs from the Marketing team and build targeted contact lists based on their specifications.
Curation & Segmentation
- Apply ICP criteria to qualify and segment all leads into Core and Strategic account tiers based on defined criteria (specialty, operational structure, company size, geography, buyer persona, etc.).
- Cleanse all lists — remove incomplete, inaccurate, out-of-scope, or disqualified records — before any downstream delivery.
- Apply audience and suppression filters for marketing lists (opted-out contacts, existing customers, active deals) to maintain compliance and sender reputation.
- Coordinate with the Sales Leadership and account owners to validate reactivation lists before routing dormant and lost leads back to the team.
- Partner with the Sales and Marketing Leadership to continuously refine ICP definitions for both account tiers.
HubSpot Deduplication
- Lead the existing deduplication process for all lead lists in coordination with the HubSpot Development team — applied across all lead sources prior to delivery.
- Define and enforce deduplication matching criteria (by email, phone, domain, etc.) to ensure clean, non-duplicated records reach the sales and marketing teams.
- Document dedupe outcomes and maintain an audit trail for data governance purposes.
List Delivery & Dialer Management
- Format and import sales lead lists into RingCX and/or HubSpot according to platform specifications, assigning them to the appropriate campaigns, queues, and agent groups.
- Deliver clean, formatted marketing lists to the Marketing team within agreed turnaround timelines.
- Monitor dialer list performance (contact rates, penetration, dispositions) and adjust import strategy as needed.
- Troubleshoot import errors and coordinate with technical teams to resolve issues promptly.
Reporting & Process Improvement
- Track and report on lead volume, Total Leads Assigned, Leads Dialed (≥1 Pass), Leads Dialed (≥5 Pass), Pass 1 %, Avg. Pass/Lead, dedupe rate, import success rate, and SQL conversion, and reactivation outcomes across all lead sources.
- Maintain organized documentation of lead sources, curation criteria, segmentation logic, and delivery logs.
- Continuously identify and implement process improvements to increase the speed, accuracy, and scalability of the lead pipeline.
Qualifications
Required
- 2+ years in sales operations, lead generation, or a similar data-focused sales support role
- Experience with data mining, sourcing and downloading leads from platforms such as ZoomInfo, Definitive Health, or similar
- Solid understanding of ICP frameworks and B2B lead segmentation
- Working knowledge of HubSpot CRM (contacts, lifecycle stages, list management)
- Proficiency in Excel or Google Sheets for data manipulation and list preparation
- Strong attention to detail and commitment to data accuracy
Preferred
- Experience with RingCX upgraded or other dialer platforms RINGEX
- Experience using HubSpot
- Familiarity with GDPR, TCPA, and DNC compliance requirements
- Basic SQL or data querying skills
- Background in BPO, contact center, or healthcare/SaaS sales environment as workforce specialist
- Experience supporting win-back or reactivation campaigns
KPIs
1. Dialer Penetration Rate (Efficiency)
Definition: Percentage of assigned leads that are dialed at least once
Formula: Leads Dialed (≥1 Pass) ÷ Leads Assigned
Target: ≥ 85%
2. Valid Lead Rate (Accuracy)
Definition: Percentage of delivered leads that meet quality and qualification standards
Formula: Valid Leads ÷ Total Leads Delivered
Target: ≥ 95%
Criteria for Valid Leads:
- Matches defined ICP (Core or Strategic accounts)
- No duplicate records
- Complete key data fields (email, phone, company, role, etc)
3. On-Time Delivery Rate (Execution / Speed)
Definition: Percentage of lead lists delivered within agreed turnaround times
Formula: Number of Lists Delivered On-Time ÷ Total Requested Lists
Target: ≥ 95%
Service Level Agreements (SLAs):
- BDR Lead Imports (Bi-weekly cycle):
- Lists must be fully deduplicated, segmented, and imported at least 24 hours before the next dialing cycle begins
- Sales Ad-hoc Requests:
- Delivery within 24–48 hours
- Marketing Campaign Lists:
- Delivery within ≤ 1 week or before campaign launch deadline
- Reactivation Lists:
- Delivery within ≤ 48 hours
