Director of B2C Operations

About Renew Home

Renew Home is committed to transforming residential energy management by enabling customers to save money and energy as part of North America’s largest virtual power plant. We collaborate with leading industry partners to enhance energy efficiency, comfort, and savings for users, while fostering cleaner energy solutions for all. We prize diversity, equity, and inclusion in the workplace and encourage candidates to learn more about our mission on our website.

Role Overview

We are seeking a Director for B2C Product Operations to develop and expand the operational framework supporting our customer lifecycle. This role centers on Marketing Operations and Customer Support Operations, including establishing and growing our Help Center. The Director will be responsible for overseeing systems, processes, data, and operational methods that facilitate personalized and scalable customer engagement and superior support quality. The incumbent will lead teams that directly interact with B2C customers via the help center and collaborate closely with Marketing, Product, Engineering, Analytics, and leadership teams to continually refine tools and processes that drive growth, retention, and customer confidence, building scalable infrastructure for millions of users.

Key Responsibilities

• Create and lead the entire B2C Product Operations team, including Help Center Operations, Customer Support Operations, and Marketing Operations.
• Recruit, mentor, and develop high-performing operators, system owners, and customer support personnel.
• Support B2B communications alongside marketing and customer success teams when scaling is applicable.
• Define organizational structure, roles, workflows, and success measurements as the department grows; act as a strategic partner to Marketing and Customer Experience leaders to introduce scalable frameworks and prioritization.
• Design, implement, and optimize the Customer Support Center to serve over 10 million users, including channel strategy, staffing, escalation processes, and quality assurance.
• Develop and manage the Help Center's overall strategy comprising information architecture, compliance with regulations including privacy, content planning and localization, and self-service effectiveness.
• Establish KPIs and dashboards such as CSAT and resolution times to monitor and improve help center performance.
• Oversee deployment and integration of all support-related platforms such as CRM, AI tools, customer data systems, and workflow routing.
• Manage marketing technology systems to enable personalized campaigns and operations that scale with growth, including email tools and website management.
• Architect the marketing operations roadmap, focusing on tooling strategies, lifecycle orchestration, data governance, experimentation, and campaign execution speed.
• Enhance system integrations for workflow automation and data accuracy across customer lifecycle stages.
• Collaborate cross-functionally to ensure marketing operations align with business objectives and deliver measurable impacts.
• Develop end-to-end customer lifecycle processes ensuring clear ownership, seamless handoffs, and scalable execution.
• Create operational controls such as governance, audits, KPI reviews, and launch readiness protocols to ensure accountability and predictability.
• Work jointly with Product and Engineering to integrate customer feedback into product enhancements and operational improvements.
• Implement training and documentation initiatives to drive adoption of new systems and processes, maintaining stability during growth.

Required Qualifications

• At least 10 years of experience in Product, Marketing, Customer Support, or Customer Experience Operations within a B2C context.
• Minimum 5 years in leadership roles, including hiring, coaching, and building scalable teams.
• Proven success in establishing and expanding marketing and customer support operations in dynamic, fast-growing businesses.
• Experience overseeing large-scale Customer Support Centers and Help Centers supporting 10 million+ users, including associated tools, workflows, metrics, and operational initiatives.
• Proficiency with marketing automation and CRM platforms, with required expertise in HubSpot and preferred familiarity with Kustomer and Braze.
• Strong capabilities in designing scalable operational processes end-to-end.
• Exceptional systems thinking skills for designing workflows, data systems, and governance mechanisms across tools and teams.
• Highly analytical, experienced in defining performance indicators, creating dashboards, and using data-driven insights for operational improvements.
• Skilled in cross-functional leadership and managing stakeholders across Marketing, Product, Engineering, Data, and Customer Experience.
• Comfortable navigating ambiguity while maintaining outcome-driven focus and ownership.
• Bonus credentials include experience with AI support tools, automation at scale, startup environment familiarity, marketplace or subscription business experience, and expertise in lifecycle metrics like retention and LTV.

Benefits

• Competitive full-time salary ranging from $205,000 to $245,000 annually, with eligibility for a 25% annual target bonus and participation in long-term incentive programs tied to company and personal performance.
• Fully remote employment with a provision for home office setup.
• Supportive work-life balance culture with unlimited vacation policy, parental leave benefits, and emphasis on sustainable work habits prioritizing family.
• Comprehensive health and wellness benefits.
• 401(k) retirement plan with employer contributions.
• Opportunity to collaborate with a passionate, mission-driven team within a remote-friendly environment fostering continual learning and growth.

Additional Information

Renew Home is an Equal Opportunity Employer committed to inclusivity across all protected characteristics under federal, state, and local laws. Reasonable accommodations are available for candidates with disabilities throughout the recruitment and employment process upon request. Currently, the company cannot sponsor employment visas; candidates must be legally authorized to work in the United States independently.