Director, B2C Operations (Remote, US)

• 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.

• A full-time position, with a competitive salary based on experience. The base salary for this role is $205k - $245k. In addition to base compensation, this role is eligible for a target annual bonus of 25% of base salary, and participation in long-term incentive programs tied to company growth and performance. We use market data and consider your job family, background, skills, experience, and U.S. work location to determine compensation within our established pay range.
• Fully remote work environment with home office set-up allowance.
• Real and lived work-life balance - Company perks include no pre-set vacation limits (with a top-down culture of taking meaningful PTO every year!), parental leave benefits, and a corporate value of working sustainably and putting families first.
• Competitive benefits package that includes numerous health and wellness benefits.
• 401(k) plan, with employer contributions to the same.
• Opportunity to work with amazing people who are passionate about their mission, thriving in a fully-remote work environment, and learning and growing every day.

At this time, Renew Home is unable to sponsor or take over sponsorship of employment visas.

Candidates must be authorized to work in the United States without current or future immigration from the company, including training plans for foreign students.

Individuals seeking employment at Renew Home are considered without regard to race, color, religious creed, sex, gender identification, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.