Director, B2C Operations
New
R
Renew HomeEnergy / B2C
United StatesFull-TimeDirector
Salary$205k - $245k base salary
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Job Details
- Experience
- 10+ years experience in Product Operations, Marketing Operations, Customer Support Operations, Customer Experience Operations, or related roles in a B2C environment; 5+ years experience leading teams
- Required Skills
- Data AnalysisProduct OperationsHubSpotCRM
Requirements
- 10+ years of experience in Product, Marketing, Customer Support, or CX Operations in a B2C environment.
- 5+ years of experience leading, hiring, and coaching teams in a scaling organization.
- Proven track record of building and scaling marketing and customer support operations in high-growth businesses.
- Experience standing up and scaling a Customer Support Center and Help Center for 10M+ users.
- Expertise in marketing automation tools and CRM systems (HubSpot is required; Kustomer and Braze are highly preferred).
- Deep experience designing and owning end-to-end scalable operational processes and data flows.
- Strong analytical ability to define KPIs, build dashboards, and use data for operational improvement.
- Excellent cross-functional leadership and stakeholder management across Marketing, Product, Engineering, Data, and CX.
- Ability to operate in ambiguity and drive outcomes with high ownership.
- Strong systems thinking with ability to design workflows and governance across multiple tools.
Responsibilities
- Build and lead the B2C Product Operations function across Help Center, Customer Support, and Marketing operations.
- Manage, hire, and coach a team of operators, system owners, and customer support staff.
- Design and scale the Customer Support Center and Help Center infrastructure to support 10M+ users.
- Own the marketing tech stack, including email tooling and website systems, to enable personalized customer engagement.
- Define and implement end-to-end workflows and data governance to ensure scalable, reliable business processes.
- Partner with Product, Engineering, and Analytics teams to translate customer insights into operational improvements and roadmap priorities.
- Develop KPI dashboards and reporting mechanisms to track acquisition, retention, and support performance.
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