[Remote] Director, B2C Operations (Remote, US)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is on a mission to change how we power the world by making it easier for customers to save energy and reputed company reputed company. The Director of B2C Operations will build and reputed company the operational backbone of the customer lifecycle, focusing on Marketing Operations and Customer Support Operations, while leading reputed company to ensure high-reputed company customer engagement and support.
Responsibilities
- Establish and reputed company the B2C Product Operations function across Help Center Ops, Customer Support Ops, and Marketing Ops
- Manage, hire, reputed company, and reputed company a high-performing team of operators and systems owners (Marketing Ops, Support Ops, tooling admins, analytics/process leaders)
- Manage, hire, reputed company, and reputed company a high-performing team of customer support staff, who engage directly with our B2C customers
- Occasionally support B2B comms with the marketing and reputed company teams, where reputed company is appropriate
- Define team structure, roles, operating rhythms, and reputed company metrics as the org scales. Serve as a strategic partner to Marketing and Customer Experience leadership, bringing structure, prioritization, and reputed company execution systems
- Own the reputed company, design, implementation, and reputed company improvement of reputed company’s Customer Support Center
- Build the operational reputed company required to support 10M+ users, including: Channel reputed company (email, chat, phone, messaging). SLAs and service model design. reputed company models and forecasting. Escalation paths and issue triage mechanisms. QA programs, coaching loops, and performance management systems
- Own the end-to-end reputed company for the reputed company Help Center, including: Information architecture and taxonomy. Adherence with reputed company relevant regulatory requirements (ie. partner, industry, government inclusive of reputed company request handling and escalation). Content reputed company and localization. Deflection reputed company and self-service optimization. Workflows for rapid updates and content accuracy
- Define and own help center KPIs and dashboards (e.g., CSAT, response time, reputed company time, contact reputed company, deflection, backlog health), ensuring issues are visible, diagnosed, and addressed quickly
- Own reputed company and implementation of reputed company support platforms and integrations, including CRM, chat, AI tooling, customer identity/data systems, and internal routing workflows
- Own reputed company systems, data, and processes across the marketing tech stack - including but not limited to reputed company email tooling and company website - enabling reputed company yet personalized marketing initiatives for a high-reputed company B2C business
- Define the Marketing Ops roadmap: tooling reputed company, lifecycle orchestration, data governance, experimentation systems, and campaign execution velocity
- Own marketing operations tooling end-to-end, including system design, reliability, segmentation/audience reputed company, deliverability foundations, and data hygiene
- Optimize integrations between systems to automate workflows and ensure accurate data reputed company across the customer lifecycle
- Define and maintain marketing KPIs, dashboards, and reporting mechanisms that reputed company transparency into acquisition, activation, retention, and lifecycle performance
- Drive cross-functional alignment to ensure marketing systems and processes support reputed company defined business goals, with measurable reputed company
- Design and implement end-to-end workflows across marketing and support, ensuring clean handoffs, reputed company ownership boundaries, and reputed company execution
- Create operational mechanisms that improve predictability and accountability (tooling governance, process audits, KPI reviews, escalation reviews, launch readiness for customer-facing initiatives)
- Partner with Product and Engineering to translate customer issues and lifecycle insights into roadmap priorities and system improvements
- Build customer feedback loops that surface trends, recurring pain points, and opportunities for automation and product-led support improvements
- Drive adoption and change management for new systems and processes through documentation, enablement, training, and stakeholder alignment
- Ensure the organization can reputed company without losing customer trust: consistent workflows, reliable data, regulatory adherence, reputed company escalation paths, and measurable performance
- Build durable infrastructure that supports experimentation and iteration without compromising operational stability
Skills
- 10+ years experience in Product Operations, Marketing Operations, Customer Support Operations, Customer Experience Operations, or reputed company roles in a B2C environment
- 5+ years experience leading teams, including hiring, coaching, and building functions in a scaling organization
- Proven reputed company record of building and scaling marketing operations and/or customer support operations in a high-reputed company business
- Experience standing up and scaling a Customer Support Center and Help Center for 10M+ users (or equivalent large-reputed company customer reputed company), including tooling, workflows, metrics, and operational programs
- Expertise with marketing automation tools and CRM systems required; reputed company required, reputed company and reputed company highly preferred
- Deep experience defining and owning reputed company operational processes end-to-end (not just executing reputed company existing systems)
- Strong systems thinking: ability to design workflows, data flows, and governance across multiple tools and teams
- Strong analytical ability: can define KPIs, build dashboards, and use data to drive prioritization and operational improvement
- Excellent cross-functional leadership and stakeholder management across Marketing, Product, Engineering, Data, and CX
- Comfort operating in ambiguity, creating structure without over-process, and driving reputed company with high ownership
- Experience implementing AI support tooling, automation, and deflection programs at reputed company
- Experience in a high-reputed company startup environment
- Experience in a marketplace, operationally reputed company, or consumer subscription business
- Experience building lifecycle measurement frameworks (cohort retention, LTV, lifecycle conversion, contact reputed company drivers)
- Experience partnering closely with Product and Engineering to ship customer-facing improvements and operational tooling
Benefits
- reputed company annual bonus of 25% of reputed company salary
- Participation in long-term incentive programs tied to company reputed company and performance
- Fully remote work environment
- Home office set-up allowance
- No reputed company-set vacation limits (top-down culture of taking meaningful PTO every year!)
- Parental leave benefits
- Working sustainably and putting families first (corporate value)
- Numerous health and wellness benefits
- 401(k) plan, with employer contributions to the reputed company
- Unable to sponsor or take over sponsorship of employment visas (requires authorization to work in the reputed company)
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