Director, B2C Operations & Customer Experience

Ohmconnect; United States; Remote; USD 205,000 - 245,000; Full time

Benefits offered by this job

Fully remote work environment

Home office setup allowance

No preset vacation limits; strong PTO

Parental leave benefits

Health and wellness benefits

401(k) plan with employer contribution

Job summary

Renew Home is seeking a Director of B2C Product Operations to build and scale the operational backbone of the customer lifecycle, focusing on Marketing Operations and Customer Support Operations, including the Help Center. This leader will own systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and high-quality support.

You’ll partner with Marketing, Product, Engineering, and Analytics, evolving tools and processes to support growth,

Qualifications

• 10+ years experience in Product Operations, Marketing Operations, or CX in a B2C setting.
• 5+ years leading teams in a scaling organization with measurable impact.
• Proven track record building Customer Support Centers for 10M+ users.

Responsibilities

• Build and lead the B2C Product Operations function across Help Center Ops, Customer Support Ops, and Marketing Ops.
• Hire coach and develop a high-performing team of operators and systems owners.
• Own strategy for Renew Home’s Help Center, including information architecture and content strategy.
• Define KPIs and dashboards for support, marketing, and lifecycle metrics.
• Oversee integrations across CRM, chat, AI tooling, and identity systems.
• Drive adoption of new systems with documentation, enablement, and training.

Skills

Leadership

Cross-functional collaboration

Analytics

Systems thinking

KPIs & dashboards

Change management

Ownership

Communication

Tools

HubSpot

Kustomer

Braze

Job description

Renew Home is seeking a Director of B2C Product Operations to build and scale the operational backbone of the customer lifecycle, focusing on Marketing Operations and Customer Support Operations, including the Help Center. This leader will own systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and high-quality support.

You’ll partner with Marketing, Product, Engineering, and Analytics, evolving tools and processes to support growth,