Director of B2C Operations

About Renew Home

Renew Home is dedicated to transforming how energy is powered by helping customers save energy and money at home through North America's largest residential virtual power plant. Our partnerships with leading brands focus on enhancing residential energy management by emphasizing efficiency, savings, comfort, and promoting cleaner energy for all. We are committed to diversity, equity, and inclusion, fostering a workplace where all voices are heard.

Role Overview

We seek a Director of B2C Product Operations to establish and grow the operational foundation that supports our customer journey, primarily focusing on Marketing Operations and Customer Support Operations. This role involves launching and scaling our Help Center, managing operational systems and processes, data integrity, and delivering personalized and scalable customer engagement alongside consistently excellent support. The candidate will lead a team directly supporting B2C customers and collaborate closely with Marketing, Product, Engineering, Analytics teams, and leadership to enhance tools and processes that drive growth, retention, and customer confidence while building scalable, durable systems for millions of users.

Key Responsibilities

• Build and lead the B2C Product Operations team covering Help Center Operations, Customer Support, and Marketing Operations.
• Recruit, mentor, and develop teams of operators, system administrators, analysts, and customer support personnel.
• Occasionally assist in B2B communications alongside marketing and customer success teams where appropriate.
• Define organizational structure, roles, routines, and success metrics, serving as a strategic partner to Marketing and Customer Experience leadership to instill prioritization and scalable execution systems.
• Design, implement, and continuously enhance the Customer Support Center supporting over 10 million users, including channel strategy, SLAs, staffing models, escalations, quality assurance, and performance frameworks.
• Manage Renew Home’s Help Center strategy, including information architecture, regulatory compliance (privacy and partner requirements), content strategy, localization, self-service optimization, and rapid update workflows.
• Oversee help center metrics and dashboards to ensure timely resolution, customer satisfaction (CSAT), and operational health.
• Manage support platform strategy and integration for CRM, chat, AI tools, identity/data systems, and internal routing workflows.
• Lead Marketing Operations by owning all marketing technology systems and data to enable scalable, personalized marketing aligned with business goals.
• Develop marketing operations roadmap covering tooling, data governance, experimentation, segmentation, deliverability, and campaign execution.
• Ensure integration and automation of workflows across systems to maintain data accuracy throughout the customer lifecycle.
• Set and maintain marketing KPIs, dashboards, and reporting tools to provide visibility into acquisition, activation, retention, and lifecycle performance.
• Create scalable operational workflows that integrate marketing and support functions with clear ownership and accountability.
• Drive change management through documentation, training, and stakeholder engagement to guarantee high-quality execution without compromising customer trust or operational stability.
• Collaborate with Product and Engineering to translate customer insights into product and operational improvements.
• Develop customer feedback mechanisms to identify trends, issues, and opportunities for automation and product-led support enhancements.

Required Qualifications

• Over 10 years of experience in Product, Marketing, Customer Support, or Customer Experience Operations within B2C environments.
• Minimum 5 years of leadership experience building and scaling teams and operational functions.
• Demonstrated success scaling marketing operations and/or customer support operations in rapidly growing companies.
• Experience establishing Customer Support and Help Centers for customer bases of 10 million or more, with strong expertise in tooling, workflows, metrics, and operational programs.
• Proficiency with marketing automation platforms and CRM systems is essential; HubSpot required, with preference for Kustomer and Braze.
• Strong capability in designing end-to-end scalable operational processes beyond executing within existing systems.
• Systems thinking aptitude for designing workflows, data flows, and governance among multiple tools and cross-functional teams.
• Advanced analytical skills to define KPIs, develop dashboards, and leverage data for operational prioritization and improvements.
• Proven cross-functional leadership and collaboration with Marketing, Product, Engineering, Data, and Customer Experience stakeholders.
• Comfort navigating ambiguity and creating structured processes without unnecessary bureaucracy while owning outcomes fully.
• Preferred bonuses include experience with AI support tools, automation programs, high-growth startup environments, complex marketplaces, consumer subscription models, lifecycle measurement frameworks, and partnering closely with Product/Engineering on customer-facing releases.

Benefits and Compensation

• Full-time remote role with competitive base salary range of $205,000 to $245,000 annually based on experience.
• Eligibility for a target annual bonus up to 25% of base salary and participation in long-term incentive programs aligned with company growth and performance.
• Home office setup allowance supporting a fully remote work environment.
• Generous PTO policy with no preset vacation limits, parental leave, and a supportive culture prioritizing work-life balance and family values.
• Comprehensive health and wellness benefits.
• 401(k) plan with employer contributions.
• Opportunity to collaborate with passionate professionals within a mission-driven and inclusive remote workplace.

Additional Information

Renew Home does not sponsor work visas; candidates must have authorization to work in the United States independently.

As an Equal Opportunity Employer, we welcome applications from diverse candidates regardless of race, gender identity, age, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are available during the application and employment process upon request.