Reports to: VP, Business Operations
SummaryThe Director, HME Business Operations, is responsible for designing, operating, and scaling the company’s revenue growth engine across Sales and Customer Success. This role owns the systems, processes, pipeline reporting, and governance that drive new bookings, customer adoption, expansion, and upsell into additional products and modules across the customer base. The Director, HME Business Operations, plays a critical role in designing, implementing, maintaining, and managing processes and systems that align and enable the company’s strategic objectives.
This role partners closely with Finance, Strategy, Data/Analytics, Sales, and Customer Success leadership to ensure the company operates from a single source of truth, with high forecast accuracy, strong commercial discipline, and scalable execution.
This role will focus on:
- Sales and Customer Success operations
- Team performance tracking
- Commercial process, systems, and governance
Pipeline & Performance Management
- Own forecast process, accuracy, and reporting cadence
- Partner with Sales leadership on pipeline health, deal inspection, and risk management
- Lead account planning processes
- Develop and maintain KPI dashboards across segments and roles
- Deliver executive-level reporting (ARR, MRR, NRR, churn, pipeline coverage, win rates)
- Provide actionable insights to improve productivity and conversion rates, lead actions to drive change in CS Operations.
- Standardize metrics definitions across the organization
Sales Systems & Operations
- Own Hubspot strategy, governance, and optimization end-to-end from sales to implementation to upsell
- Lead system enhancements, automation initiatives, and process redesign
- Ensure data hygiene & integrity and reporting accuracy
- Stay up to date with emerging AI tools and drive their adoption within new & existing systems, and amongst the end-users on the Customer Success and Operations teams
Compensation & Incentives
- Collaborate with Strategy & Sales Leadership to design and administer commission plans aligned with company objectives
- Manage SPIFF programs and incentive tracking
- Partner with Finance & Strategy on commission calculations and payouts
Leadership & Advisory
- Serve as a trusted advisor to sales leadership through data-driven insights
Customer Outcomes, Adoption, and Team Development
- Own customer outcomes and adoption reporting
- Drive activation and behavior change: Orchestrate training, communication, and change management plans that drive user adoption and engagement across customer departments
- Develop and own Customer Success playbook in collaboration with Sales Leadership and strategy, including building and maintaining account planning
Lifecycle Management
- Own Customer Lifecycle Management through Hubspot reporting, processes, and playbook development to build standardized and scalable approaches to drive customer adoption and engagement.
Product Collaboration
- Serve as CS representative to ensure CS education and expectations are tightly aligned with Implementation Focus/Capacity and Product Roadmaps.
Requirements
- 5–10+ years of progressive experience in Sales Operations, Project/Program Management with Sales Focus, Revenue Operations, or Commercial Operations
- Proven experience supporting a $50M+ SaaS organization preferred
- Deep knowledge of SaaS metrics (ARR, MRR, NRR, churn, CAC, LTV)
- Advanced proficiency in CRM optimization (Hubspot, Gong, and/or Gainsight)
- Strong analytical skills with advanced Excel modeling expertise
- Experience with reporting tools (Looker, Hubspot, Tableau, etc.)
- Demonstrated success in incentive plan design and territory/account planning
- Strong executive communication and presentation skills
- Bachelor’s degree required; MBA preferred
Benefits
- Medical, Dental, and Vision Coverage
- 401(k) Retirement Plan
- Remote-First Company with a NYC office, offering a physical workspace for our greater New York City area employees.
- Equity Incentive Plan
- Annual Company-Wide Bonus (up to 15%)
- Flexible Vacation Policy
- Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
- Monthly Internet Stipend
- Annual Home Office and Wellness contribution
- Co-Working Space Reimbursement
- Annual stipend for education and development
Base Salary (based on level and experience)
$120,000 - $180,000
California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link here.
We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position, nor will it provide assistance in obtaining temporary work authorization
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