Director, Business Operations - New Business

What you'll do

• Own end-to-end operational strategy for customer onboarding, policy, and vetting
• Lead and support a team of six including two direct reports
• Drive process and automation roadmap to minimize repetitive manual work
• Own key metrics including funnel health, pipeline forecast, team capacity, SLA adherence, time-to-revenue, and cancellation rates
• Build reporting and insights to monitor performance, trends, sentiment, and customer feedback
• Partner cross-functionally with Marketing Operations, Email, Sales, Growth, and Product teams
• Identify and resolve bottlenecks that slow time-to-launch or contribute to cancellations
• Work with Email and Marketing teams to optimize communications throughout the customer journey
• Standardize lead vetting, application review, and policy monitoring through automated methods
• Lead change management for new workflows, tools, and AI-based processes
• Build feedback loops across internal teams and customers to identify pain points and improvements

Requirements

• 8+ years in business, revenue, customer, or marketing operations or related roles such as solutions engineering or implementation operations
• Hands-on experience building automations, workflows, and lifecycle marketing programs including email optimization, personalization, and customer journey design
• Comfortable working with data, able to build reports, interpret trends, and translate insights into decisions
• Experience adopting AI tools and identifying where AI creates meaningful leverage
• Proven ability to drive operational change and lead teams through change management
• Experience with enterprise CRM, marketing, and automation platforms such as Salesforce, Zendesk, HubSpot, Marketing Cloud, Zapier, Clay, or Salesloft
• Strong cross-functional communication skills with a customer-first approach
• Nice to have experience: Python, SQL, JavaScript, agentic AI, digital publishing, or ad tech

Tech stack

Benefits