Director of RevOps, CX Ops

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

📋 Description

• Take charge of Customer Experience Operations and Partner Operations, providing hands-on assistance to Sales Operations.

• Directly report to the VP of Revenue Operations & SMB Sales and collaborate on the wider revenue operations strategy.

• Create and implement scalable systems for onboarding, health scoring, escalations, capacity forecasting, service delivery, and renewals.

• Evaluate churn risk, identify expansion opportunities, assess services margin, and enhance support efficiency, driving necessary process and system modifications.

• Establish and maintain the partner operations framework that includes onboarding, deal registration, co-sell tracking, pipeline reporting, certifications, delivery quality, churn analysis, and PSAT.

• Provide leadership with visibility into partner performance and program ROI.

• Assist sales operations by ensuring pipeline hygiene, establishing forecasting cadence, offering process support, and improving CRM workflows.

• Collaborate with sales leadership on analyses that inform go-to-market strategies.

• Design robust systems and quantify business value prior to investing in automation.

• Ensure that systems gather the necessary data to analyze the processes they support.

• Leverage AI tools to expedite systems design, administration, and integration tasks.

• Develop AI-driven analytical tools and self-service reporting solutions for business leaders.

• Assess opportunities for AI to replace manual processes.

• Conduct analyses that transform operational practices, develop business cases for investments, and communicate results effectively.

⛳️ Requirements

• Over 10 years of experience in operational roles within SaaS companies.

• A minimum of 5 years supporting Customer Success, Professional Services, Support, and/or Renewals teams.

• Proven track record in designing and implementing scalable business systems.

• Familiarity with CRM, CS platforms, support tools, and billing/renewal frameworks.

• Experience utilizing Salesforce, HubSpot, and Gainsight.

• Demonstrated ability to perform analyses that led to process and systems enhancements.

• Practical experience using AI in systems operations, analytics, or tool development; ready to showcase your creations.

• Capability to function as a senior individual contributor.

• Skill in translating operational and systems initiatives into quantifiable business value.

• Proven history of successful collaboration in a virtual global team setting.

• Outstanding time management and stakeholder alignment abilities.

• Bachelor’s degree or equivalent qualification.

• Eligibility to work legally in the United States.

• Proficiency in English, both spoken and written.

🏝️ Benefits

• Bonus

• Equity

• Benefits

• Full-time remote work within the United States

• Equal employment opportunity

• Reasonable accommodation for applicants with needs