Director, B2C Operations (Remote, US)

Role Summary

We're looking for a Director of B2C Product Operations to build and scale the operational backbone of Renew Home's customer lifecycle, with a particular focus on Marketing Operations and Customer Support Operations, including the stand-up and scaling of our Help Center.

What You Will Do

• Build and scale the B2C Operations function
• Establish and lead the B2C Product Operations function across Help Center Ops, Customer Support Ops, and Marketing Ops
• Manage, hire, coach, and develop a high-performing team of operators and systems owners (Marketing Ops, Support Ops, tooling admins, analytics/process leaders)
• Manage, hire, coach, and develop a high-performing team of customer support staff, who engage directly with our B2C customers
• Occasionally support B2B comms with the marketing and customer success teams, where scale is appropriate
• Define team structure, roles, operating rhythms, and success metrics as the org scales
• Serve as a strategic partner to Marketing and Customer Experience leadership, bringing structure, prioritization, and scalable execution systems
• Stand up and scale the Customer Support Center & Customer Support Operations
• Own the strategy, design, implementation, and continuous improvement of Renew Home's Customer Support Center
• Own the end-to-end strategy for the Renew Home Help Center, including: Information architecture and taxonomy, Adherence with all relevant regulatory requirements (ie. partner, industry, government inclusive of privacy request handling and escalation), Content strategy and localization, Deflection strategy and self-service optimization, Workflows for rapid updates and content accuracy
• Own help center KPIs and dashboards (e.g., CSAT, response time, resolution time, contact rate, deflection, backlog health), ensuring issues are visible, diagnosed, and addressed quickly
• Own strategy and implementation of all support platforms and integrations, including CRM, chat, AI tooling, customer identity/data systems, and internal routing workflows
• Own and scale Marketing Operations
• Define the Marketing Ops roadmap: tooling strategy, lifecycle orchestration, data governance, experimentation systems, and campaign execution velocity
• Own marketing operations tooling 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 across the customer lifecycle
• Define and own marketing KPIs, dashboards, and reporting mechanisms that provide transparency into acquisition, activation, retention, and lifecycle performance
• Drive cross-functional alignment to ensure marketing systems and processes support clearly defined business goals, with measurable impact
• Design and implement end-to-end workflows across marketing and support, ensuring clean handoffs, clear ownership boundaries, and scalable 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
• Enable high-quality execution at scale
• Drive adoption and change management for new systems and processes through documentation, enablement, training, and stakeholder alignment
• Ensure the organization can scale without losing customer trust: consistent workflows, reliable data, regulatory adherence, clear escalation paths, and measurable performance
• Build durable infrastructure that supports experimentation and iteration without compromising operational stability

Requirements

• 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, including hiring, coaching, and building functions in a scaling organization
• Proven track record of building and scaling marketing operations and/or customer support operations in a high-growth business
• Experience standing up and scaling a Customer Support Center and Help Center for 10M+ users (or equivalent large-scale customer base), including tooling, workflows, metrics, and operational programs
• Expertise with marketing automation tools and CRM systems required; HubSpot required, Kustomer and Braze highly preferred
• Deep experience defining and owning scalable operational processes end-to-end (not just executing within 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 outcomes with high ownership
• Bonuses: Experience implementing AI support tooling, automation, and deflection programs at scale, Experience in a high-growth startup environment, Experience in a marketplace, operationally complex, or consumer subscription business, Experience building lifecycle measurement frameworks (cohort retention, LTV, lifecycle conversion, contact rate drivers), Experience partnering closely with Product and Engineering to ship customer-facing improvements and operational tooling

Benefits

• A full-time position, with a competitive salary based on experience
• Eligible for a target annual bonus of 25% of base salary, and participation in long-term incentive programs tied to company growth and performance
• Full remote work environment with home office set-up allowance
• Real and lived work-life balance - Company perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first
• Competitive benefits package that includes numerous health and wellness benefits
• 401(k) plan, with employer contributions to the same