Director, B2C Operations (Remote, US) at OhmConnect | chakrie

Requirements

Additional 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.

Responsibilities

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Practical next steps, the documents to prepare and the dates to keep in mind before you apply or get in touch.

Contact details, links to the official source and the notes our team adds after checking each listing by hand.

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Salary & benefits

A clear overview of what is expected, written by the people who posted it, with every detail you need to decide.

Qualifications, experience and the skills that matter most, along with anything that would make you stand out.

Practical next steps, the documents to prepare and the dates to keep in mind before you apply or get in touch.

Contact details, links to the official source and the notes our team adds after checking each listing by hand.

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Director, B2C Operations (Remote, US)

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Additional Requirements

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Additional Requirements

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