Senior Customer Operations Lead
Core
Design and optimize end-to-end customer journeys and operational processes to drive activation, retention, and revenue growth for short-term rental and hospitality clients.
Role type
Senior Customer Operations Lead (Quantitative & Process Design)
Builds
Customer journey programs, operational dashboards, and scalable playbooks for B2C and B2B segments.
Domain
SaaS / Short-term rental & hospitality operations
Deliverable
dashboards & analysis
Required skills
Customer journey design, HubSpot (workflows, pipelines, health scoring), Metabase, SQL, cohort/funnel analysis, forecasting, cross-functional partnership, B2C/B2B segmentation, process architecture, AI tool adoption.
Preferred skills
Vertical SaaS experience, Product-led growth (PLG), Appcues, field service software.
Responsibilities
Own customer experience from onboarding to renewal; define lifecycle program requirements in HubSpot; build centralized dashboards in Metabase; map and improve core customer processes; partner with Rev Ops on forecasting; coordinate with Product Marketing on enablement; develop differentiated journey tracks for B2C and B2B segments; leverage AI tools to automate communications.
Seniority
Senior, hands-on IC