Director of B2C Operations

Job Summary

To build and scale the operational backbone of customer lifecycle management, the full-time remote Director of B2C Operations will oversee Marketing Operations and Customer Support Operations, managing systems, processes, and a team dedicated to enhancing customer engagement and support.

Key responsibilities

• Establish and lead the B2C Product Operations function, including Help Center and Customer Support Operations
• Own the strategy and implementation of the Customer Support Center, ensuring scalability for over 10 million users
• Manage all systems and processes within the marketing tech stack to enable personalized marketing initiatives

Required qualifications

• 10+ years of experience in Product Operations, Marketing Operations, or Customer Support Operations in a B2C environment
• 5+ years of experience leading teams and building functions in a scaling organization
• Proven track record of scaling marketing and customer support operations for large customer bases
• Expertise with marketing automation tools and CRM systems, particularly HubSpot
• Strong analytical ability to define KPIs and build dashboards for operational improvement