Remote Director of B2C Operations

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

Benefits offered by this job

Remote work

Home office allowance

Health benefits

401(k) plan

Paid time off

Job summary

Renew Home is seeking a Director of B2C Product Operations to build and scale the operational backbone of the customer lifecycle, with a focus on Marketing Operations and Customer Support Operations, including the stand‑up and scaling of our Help Center.

This leader will own the systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and consistently high‑quality support, as well as lead the team of individuals directly engaging with B2C

Qualifications

• 10+ years in product/ops in a B2C environment.
• Experience leading large teams and scaling functions.
• Experience standing up a Customer Support Center/Help Center for 10M+ users.

Responsibilities

• Build and scale the B2C Operations function across Help Center Ops, Customer Support Ops, and Marketing Ops.
• Lead and develop a high‑performing team of operators and staff.
• Partner with Marketing, Product, Engineering and Analytics to evolve tools and processes.
• Define team structure, roles, rhythms, and success metrics as the org scales.
• Own strategy and implementation of all support platforms and integrations.

Skills

Operations leadership

Marketing operations

Customer support ops

Cross-functional collaboration

Data-driven decision making

Team building

Project management

Tools

HubSpot

Kustomer

Braze

CRM systems

Job description

Renew Home is seeking a Director of B2C Product Operations to build and scale the operational backbone of the customer lifecycle, with a focus on Marketing Operations and Customer Support Operations, including the stand‑up and scaling of our Help Center.

This leader will own the systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and consistently high‑quality support, as well as lead the team of individuals directly engaging with B2C