Why this role matters

Every client relationship starts with a launch. The weeks after an agent signs with us set the tone for the entire relationship, and getting them to value quickly is one of the highest-leverage things we do. That experience used to mean getting a website live. Today it spans a growing set of products, and the definition of a successful activation keeps expanding with it.

We're looking for a Director of Launch Operations to own how that entire experience runs. Getting from $100M to $300M means activating far more clients, across more products, without adding proportional cost or giving up the quality that earns renewals. The path there is not a better version of what exists today. It is a fundamentally different operating model, and this role owns designing it.

What makes this role unique is that it sits at the intersection of operations and product. You won't just define how the work should happen and hand requirements to someone else. You'll own Launchpad, our purpose-built platform for managing onboarding, launch, and activation. You'll set the vision for what that platform becomes, decide what gets built, and ship it.

AI is central to how we do this, and not as an aspiration. We are actively building AI into the systems our teams use every day. If you get energy from looking at how work gets done and deciding which parts software and agents should handle instead of people, and you want to build that yourself rather than wait for a roadmap to deliver it, this is a rare place to do it at scale.

What you'll own

The client activation experience

• Own the operating model behind onboarding, launch, and activation across our full product set
• Set a materially higher bar for speed, consistency, and quality of client activation, and drive the organization to hit it
• Design how the work should run at 3x the current volume, then get there

Launchpad

• Own Launchpad as a product: vision, roadmap, prioritization, and what ships
• Direct dedicated engineering and Salesforce development resources against that roadmap
• Make Launchpad the system of record for activation, with clean data flowing through to Salesforce
• Own the broader tooling the Onboarding and PFT teams rely on, in concert with other GTM Ops squads

AI-native operations

• Identify the work in the activation process that should not require a human, and replace it
• Build AI capabilities directly into Launchpad and the surrounding workflows
• Hold a high bar for what good looks like when the alternative is an agent doing it instead

Performance and decision-making

• Own how activation performance is measured, defined, and understood across the business
• Establish what the right metrics are as the product set expands and old definitions stop fitting
• Bring leadership a clear, reconciled view of where the operation stands and what to do about it

Team and execution

• Lead a small team of senior operators and get real leverage from them
• Run a fast operating cadence with a visible, prioritized backlog
• Design processes that hold up as volume grows and staff turns over

How you'll work

You'll report to the VP of GTM Strategy and Operations and work in close alignment with the Head of Onboarding and PFT, whose teams your work directly serves. You'll sit alongside the leaders running CS Operations, Sales and Marketing Operations, RevTech, Analytics, and Enablement. This is a highly visible role. You'll shape the roadmap with engineers one day and make the case for it to the executive team the next, and you'll be the person who translates between those two conversations. Success depends on setting a bar across partner teams and building enough credibility that people move at the pace you set.

What we're looking for

Experience

• 5+ years in operations roles at a SaaS or technology company, including experience leading a team
• Direct experience running the operational layer behind an implementation, onboarding, professional services, or delivery organization
• Demonstrable results consistently raising the bar on performance through operational improvement, not incremental tuning
• A track record of building support for change across senior stakeholders who see the problem differently
• Experience at high-growth companies, ideally between $100M and $500M in ARR

Leadership and communication

• You think like a product manager about your own operations. You have a vision for where the function should be in two years, you prioritize ruthlessly against it, and you ship
• You communicate with unusual clarity. You can take a complex operational or technical problem and make it obvious to an executive audience, in writing and in the room
• You bridge technical and business conversations naturally, and neither side feels you're translating for the other
• You drive. You create urgency, hold the line on pace, and make slippage visible rather than letting it sit
• You're personally high output. You get into the detail and do real work, not just coordinate it
• You pair drive with credibility. You influence partner teams rather than steamroll them
• Deeply execution-oriented, with a strong sense of ownership
• Comfortable operating in complexity and ambiguity

Technical foundation

• Hands-on with AI in your daily work, with real examples of workflows you've built or rebuilt around it
• Strong command of Salesforce and the systems that support a delivery organization
• Comfortable working directly with engineers on what gets built and why
• You can get to your own answers in the data, and you're skeptical of numbers you haven't reconciled
• Fluent in process design, workflow optimization, and capacity thinking

This role is remote within the United States, with a preference for candidates based in Austin, Texas. Some travel is expected.