Director of B2C Product Operations

Location: Remote within the United States. Candidates must be authorized to work in the United States without current or future company-sponsored immigration.

Salary: $205,000–$245,000 base per year, plus a target annual bonus of 25% of base salary and long-term incentive participation.

Company

hirify.global develops residential energy solutions that help customers save energy and money through a large-scale virtual power plant.

What you will do

• Build and lead the B2C Product Operations function across Help Center, Customer Support, and Marketing Operations.
• Hire, coach, and develop teams of operations leaders, systems owners, and customer support staff.
• Design and scale the Customer Support Center for a customer base of 10M+ users, including channels, SLAs, staffing, escalation, QA, and performance programs.
• Own the Help Center strategy, including information architecture, content, localization, regulatory workflows, self-service, and deflection.
• Lead the marketing technology stack, lifecycle orchestration, CRM, email tooling, website operations, data governance, and campaign execution.
• Define customer lifecycle workflows, KPIs, dashboards, feedback loops, change management, and cross-functional operating mechanisms.

Requirements

• 10+ years of experience in Product Operations, Marketing Operations, Customer Support Operations, Customer Experience Operations, or related B2C roles.
• 5+ years of experience leading teams, including hiring, coaching, and building functions in scaling organizations.
• Experience building and scaling Marketing Operations and/or Customer Support Operations in a high-growth business.
• Experience standing up a Customer Support Center and Help Center for 10M+ users or an equivalent customer base.
• Marketing automation and CRM expertise required; HubSpot required. Kustomer and Braze are preferred.
• Strong systems thinking, analytics, KPI design, dashboarding, stakeholder management, and cross-functional leadership skills.

Nice to have

• Experience implementing AI support tooling, automation, and deflection programs at scale.
• Experience in a high-growth startup, marketplace, operationally complex business, or consumer subscription company.
• Experience building lifecycle measurement frameworks and partnering with Product and Engineering on customer-facing improvements.

Culture & Benefits

• Fully remote work with a home office setup allowance.
• No preset vacation limits, with an emphasis on taking meaningful paid time off.
• Parental leave and health and wellness benefits.
• 401(k) plan with employer contributions.
• Work focused on sustainable energy, customer trust, and scalable operations.