Director, B2C Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and expand the B2C Operations function.

• Establish and oversee the B2C Product Operations function, encompassing Help Center Ops, Customer Support Ops, and Marketing Ops.

• Recruit, mentor, and cultivate a high-performing team of operators and systems owners, including Marketing Ops, Support Ops, tooling administrators, and analytics/process leaders.

• Recruit, mentor, and develop a high-performing team of customer support personnel who interact directly with our B2C clients.

• Occasionally assist with B2B communications alongside the marketing and customer success teams, when appropriate.

• Define team structure, roles, operating rhythms, and success metrics as the organization expands.

• Act as a strategic partner to Marketing and Customer Experience leadership, introducing structure, prioritization, and scalable execution systems.

• Oversee the strategy, design, implementation, and ongoing enhancement of Renew Home’s Customer Support Center.

• Establish the operational foundation necessary to support over 10 million users, which includes:

• Channel strategy (email, chat, phone, messaging).

• Design of SLAs and service models.

• Staffing models and forecasting.

• Escalation paths and issue triage mechanisms.

• Quality assurance programs, coaching loops, and performance management systems.

• Lead the comprehensive strategy for the Renew Home Help Center, including:

• Information architecture and taxonomy.

• Compliance with all relevant regulatory requirements (e.g., partner, industry, government, including privacy request handling and escalation).

• Content strategy and localization.

• Deflection strategy and self-service optimization.

• Workflows for rapid updates and content accuracy.

• Define and manage help center KPIs and dashboards (e.g., CSAT, response time, resolution time, contact rate, deflection, backlog health), ensuring that issues are visible, diagnosed, and resolved promptly.

• Oversee the strategy and implementation of all support platforms and integrations, including CRM, chat, AI tools, customer identity/data systems, and internal routing workflows.

• Manage all systems, data, and processes within the marketing tech stack—covering all email tools and the company website—allowing for scalable yet personalized marketing initiatives in a high-growth B2C enterprise.

• Define the Marketing Ops roadmap, which includes tooling strategy, lifecycle orchestration, data governance, experimentation systems, and campaign execution velocity.

• Oversee marketing operations tools from end to end, including system design, reliability, segmentation/audience integrity, deliverability foundations, and data hygiene.

• Optimize integrations between systems to automate workflows and ensure accurate data flow throughout the customer lifecycle.

• Define and maintain marketing KPIs, dashboards, and reporting mechanisms that illuminate acquisition, activation, retention, and lifecycle performance.

• Foster cross-functional alignment to ensure that marketing systems and processes support clearly defined business objectives with measurable outcomes.

• Design and implement end-to-end workflows across marketing and support, ensuring seamless handoffs, clear ownership boundaries, and scalable execution.

• Establish operational mechanisms that enhance predictability and accountability (tooling governance, process audits, KPI reviews, escalation reviews, launch readiness for customer-facing initiatives).

• Collaborate with Product and Engineering to convert customer issues and lifecycle insights into roadmap priorities and system enhancements.

• Develop customer feedback loops that reveal trends, recurring pain points, and opportunities for automation and product-led support improvements.

• Promote adoption and change management for new systems and processes through documentation, enablement, training, and stakeholder alignment.

• Ensure the organization can scale without sacrificing customer trust: consistent workflows, reliable data, regulatory compliance, clear escalation paths, and measurable performance.

• Create a robust infrastructure that supports experimentation and iteration while maintaining operational stability.

⛳️ Requirements

• Over 10 years of experience in Product Operations, Marketing Operations, Customer Support Operations, Customer Experience Operations, or related roles within a B2C setting.

• More than 5 years of experience in leadership roles, including hiring, coaching, and developing functions in a scaling organization.

• Demonstrated success in building and scaling marketing operations and/or customer support operations in a high-growth environment.

• Experience in establishing and expanding a Customer Support Center and Help Center for over 10 million users (or a similarly large customer base), covering tooling, workflows, metrics, and operational programs.

• Required expertise in marketing automation tools and CRM systems; HubSpot is essential, while Kustomer and Braze are highly preferred.

• Extensive experience in defining and managing scalable operational processes from end to end (not merely executing within existing systems).

• Strong systems thinking: capability to design workflows, data flows, and governance across various tools and teams.

• Strong analytical skills: ability to define KPIs, create dashboards, and leverage data to guide prioritization and operational enhancements.

• Excellent cross-functional leadership and stakeholder management skills across Marketing, Product, Engineering, Data, and Customer Experience.

• Comfortable navigating ambiguity, establishing structure without excessive process, and driving outcomes with a strong sense of ownership.

• Bonuses:

• Experience in implementing AI support tools, automation, and deflection programs at scale.

• Background in a high-growth startup environment.

• Experience in a marketplace, operationally complex, or consumer subscription business.

• Experience in developing lifecycle measurement frameworks (cohort retention, LTV, lifecycle conversion, contact rate drivers).

• Experience collaborating closely with Product and Engineering to deliver customer-facing improvements and operational tooling.

🏝️ Benefits

• A full-time position offering a competitive salary based on experience, with a base salary range of $205k - $245k. This role also includes eligibility for a target annual bonus of 25% of base salary and participation in long-term incentive programs linked to company growth and performance. We utilize market data and consider job family, background, skills, experience, and U.S. work location to determine compensation within our established pay range.

• Fully remote work environment with a home office setup allowance.

• Real work-life balance—Company perks include no pre-set vacation limits (with a top-down culture encouraging meaningful PTO each year!), parental leave benefits, and a corporate commitment to sustainable work practices that prioritize families.

• Competitive benefits package encompassing a wide array of health and wellness advantages.

• 401(k) plan with employer contributions.

• Opportunity to collaborate with remarkable individuals who are dedicated to their mission, thrive in a fully remote work setting, and engage in continuous learning and growth.