Director, B2C Operations (Remote, US)

Renew Home

10d • $205,000 - $245,000 • Remote

About The Position

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. This leader will own the systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and consistently high-quality support, as well as lead the team of individuals directly engaging with B2C customers via the help center. You’ll partner closely with our Marketing, Product, Engineering, and Analytics teams and leadership to evolve the tools and processes that support growth, retention, and customer trust, while building durable systems that can scale to millions of users.

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.

Nice To Haves

• 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.

Responsibilities

• 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.
• Build the operational foundation required to support 10M+ users, including: Channel strategy (email, chat, phone, messaging), SLAs and service model design, Staffing models and forecasting, Escalation paths and issue triage mechanisms, QA programs, coaching loops, and performance management systems.
• 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.
• Define and 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
• Own all systems, data, and processes across the marketing tech stack - including but not limited to all email tooling and company website - enabling scalable yet personalized marketing initiatives for a high-growth B2C business.
• 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 maintain 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.
• Define and own scalable processes across the customer lifecycle
• 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.

Benefits

• Competitive salary based on experience
• Target annual bonus of 25% of base salary
• Long-term incentive programs tied to company growth and performance
• Fully remote work environment
• Home office set-up allowance
• No pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!)
• Parental leave benefits
• Competitive benefits package that includes numerous health and wellness benefits
• 401(k) plan, with employer contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed