Remote Director, B2C Operations & Growth

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

Benefits offered by this job

Fully remote

Home office allowance

Flexible vacation

Parental leave

Health benefits

401(k) plan

Job summary

Renew Home seeks a Director of B2C Product Operations to build and scale the customer lifecycle backbone, focusing on Marketing Ops and Customer Support Ops, including stand‑up of the Help Center. The role partners with Marketing, Product, Engineering, and Analytics to evolve tools and processes for growth, retention, and trust, scalable to millions of users.

The leader will own systems, processes, data, and operating rhythms, and will manage a high‑performing ops and customer support team,

Qualifications

• 10+ years in Product Ops, Marketing Ops, or CX Ops in a B2C environment.
• 5+ years leading teams in a scaling organization.
• Experience building Customer Support Center/Help Center for 10M+ users.
• Expertise with marketing automation tools and CRM; HubSpot required; Kustomer/Braze preferred.
• Strong systems thinking and data-driven prioritization.
• Excellent cross-functional leadership across Marketing, Product, Eng, Data, and CX.

Responsibilities

• Build and lead the B2C Operations function across Help Center, Support Ops, and Marketing Ops.
• Hire coach and develop a high-performing operations team and customer staff.
• Own strategy and design of Renew Home’s Customer Support Center and Help Center.
• Define SLAs, staffing models, forecasting, escalation paths, and QA programs.
• Own marketing ops tooling, data, dashboards, and data governance.
• Define and own scalable processes across the customer lifecycle with cross-functional alignment.
• Drive change management, documentation, enablement, and training for new systems.
• Ensure regulatory compliance, data integrity, and secure data flows.

Skills

Leadership

Operations management

Marketing Ops

Customer Support Ops

Data analysis

CRM tools

HubSpot

Kustomer

Braze

AI tooling

Tools

HubSpot

Kustomer

Braze

Job description

Renew Home seeks a Director of B2C Product Operations to build and scale the customer lifecycle backbone, focusing on Marketing Ops and Customer Support Ops, including stand‑up of the Help Center. The role partners with Marketing, Product, Engineering, and Analytics to evolve tools and processes for growth, retention, and trust, scalable to millions of users.

The leader will own systems, processes, data, and operating rhythms, and will manage a high‑performing ops and customer support team,