Head of Customer Journey Operations

Postman (Api Tools) • San Francisco, CA

95d • $195,000 - $215,000 • Hybrid

About The Position

We are seeking an experienced and strategic Head of Customer Journey Operations to lead the design, optimization, and execution of our customer journey across the go-to-market (GTM) organization. This role will serve as a critical bridge between Sales, Customer Success and Marketing, ensuring operational alignment, scalability, and exceptional customer experiences.

Requirements

• Minimum of 7+ years of experience in Revenue Operations, GTM Operations, or Sales/Customer Operations at a SaaS company.
• Demonstrated success in supporting scalable growth at high-growth SaaS companies.
• Proven team leadership and management experience.
• Strong analytical, strategic, and process optimization skills.
• Excellent communication and stakeholder management capabilities.

Nice To Haves

• Prior startup experience in building and scaling GTM operations.
• Experience with GTM or Sales Strategy.
• Background spanning both Sales Operations and Customer Operations.

Responsibilities

• Develop and own the end-to-end customer journey, driving consistency, efficiency, and measurable business outcomes.
• Partner with GTM leadership to establish operating rhythms, forecasting, and performance frameworks that enable predictable revenue growth.
• Lead the design, implementation, and optimization of GTM processes to improve conversion, retention, and expansion.
• Provide strategic insights through data-driven analysis, reporting, and dashboards for executive decision-making.
• Build, lead, and mentor a high-performing operations team.
• Foster cross-functional collaboration with Finance, Product, and other key stakeholders.

Benefits

• Full medical coverage
• Flexible PTO
• Wellness reimbursement
• Monthly lunch stipend
• Wellness programs
• Frequent team-building events
• Donation-matching program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Performing Arts, Spectator Sports, and Related Industries