Director, Business Operations - New Business

Raptive • New York, NY

5d • $100,000 - $145,000

About The Position

Raptive is hiring a Director, Business Operations - New Business to lead the operational strategy for customer onboarding, policy development and enforcement, and lead qualification. Reporting to the SVP, Business Operations, this role will evolve how Raptive supports incoming customers and drives new business — improving time-to-revenue, reducing churn, and increasing capacity while preserving the high-touch, human element of support that our customers value.
The ideal candidate has a growth mindset and blends customer empathy with lifecycle marketing expertise and technical fluency to automate and improve workflows that accelerate the business.

Requirements

• 8+ years in business, revenue, customer, or marketing operations — or a related role 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
• AI adopter who leverages tools and capabilities as a natural part of how they work — and can identify where AI creates meaningful leverage
• Proven ability to drive operational change — not just accept "this is how we've always done it”, and you know how to bring teams along on the journey rather than just mandating new processes
• Experience with enterprise CRM, marketing, and automation platforms such as Salesforce, Zendesk, HubSpot, Marketing Cloud, Zapier, Clay, or Salesloft
• Strong cross-functional communication skills — able to translate between customer needs, technical constraints, and executive recommendations, with a customer-first approach and genuine curiosity about what's working

Nice To Haves

• Python, SQL, JavaScript, agentic AI, digital publishing, or ad tech

Responsibilities

• Own the end-to-end operational strategy for customer onboarding, policy, and vetting — ensuring teams have the data, systems, and processes needed to scale
• Lead and support a team of six, including two direct reports, by creating clarity around priorities, helping team members grow, and establishing shared measures of priorities and success
• Drive the process and automation roadmap to minimize repetitive, manual work and free up teams to create incremental value
• 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 and provide proactive updates on changes, risks, and opportunities
• Partner cross-functionally with Marketing Operations, Email, Sales, Growth, and Product to align on priorities, business impact, and requirements
• Identify and resolve bottlenecks that slow time-to-launch, create friction, or contribute to cancellations
• Work with Email and Marketing teams to optimize the design, personalization, and relevance of communications throughout the customer journey
• Standardize lead vetting and qualification, application review, and in-network policy monitoring through systematic, automated methods
• Lead change management for new workflows, tools, and AI-based processes — ensuring teams are trained, adoption is measured, and improvements are sustained
• Build feedback loops across internal teams and customers to surface recurring pain points, identify root causes, and turn learnings into improvements

Benefits

• The base salary range for this position is $100,000-$145,000. The range provided is Raptive’s reasonable estimate of the annualized base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, geographic location, knowledge, skills and abilities. This role is eligible for additional incentive compensation that isn’t included in the posted range.

What This Job Offers

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