Director of Operations and Customer Intelligence

We are seeking a hands-on Director of Operations and Customer Intelligence to join our Strategy & Revenue Operations team. In this manager and individual contributor role, you will be a critical leader in scaling QuillBot’s revenue engine by driving operational excellence across Business Development (BD), Sales, and Customer Success (CS) functions, while systematically gathering customer insights key to product and marketing investments. You will also lead initiatives to deploy AI across workflows and test new customer engagement models to better serve our evolving professional user base.

This role requires a strategic thinker with a bias towards operational execution and a proven track record of scaling and optimizing customer-centric revenue operations in a fast-growing B2C and B2B SaaS environments, with specific experience in product-led growth (PLG) strategies. 

Key Responsibilities:

 Operational Leadership (60%)

• This role will be responsible for overseeing, mentoring, and growing a CS, BD, and sales team, taking them to a strategic, proactive outbounding, support, and insight-gathering to drive product evolution towards a customer-focused development structure.
• Identify opportunities to integrate and deploy AI across operational workflows to drive efficiency and effectiveness.
• Lead experiments and pilots around higher-touch customer engagement models to better support and grow our professional customer base.
  Drive operational efficiency and alignment across all revenue-generating teams, optimizing processes, systems, and data management.

Customer Intelligence & Strategic Insights (40%)

• Serve as an individual contributor, synthesizing frontline team insights into actionable, cohesive perspectives on the health of the user base
• Analyze customer behavior, health metrics, and feedback to identify clear recommendations on investment areas and new opportunities to better support and expand our customer base.
• Develop reporting dashboards to drive insights that guide executive decision-making on growth, retention, and product strategies around our focus customer base.
  Analyze user behavior on platform to support to connect qualtiative feedback to quantitative analytics data

Additional Responsibilities

• Product-Led Growth (PLG) Expertise: Support both self-service and outbound customer acquisition and expansion motions.
• Sales Systems & Process Optimization: Oversee the administration, optimization, and innovation of core sales and customer success systems.
• Contract Management: Ensure efficient deal structuring, pricing, and contracting practices that maximize revenue opportunities.
• Performance Management: Establish and maintain OKRs to measure team effectiveness, customer engagement, and operational efficiency of the revenue operations team

Required Experience: 

• 12+ years of experience in operations roles across sales or CS functions.
• Proven success leading,operating, and coaching global, remote-first teams across several time zones.
• Deep experience supporting operations as an individual contributor (e.g., sales operations, strategy operations, marketing operations).
• Track record of building and scaling revenue operations functions in high-growth B2C SaaS environments (ideally with experience in B2B)
• Strong analytical, strategic thinking, and problem-solving skills with the ability to work across qualtitative and quantitative data to understand user sentiment, values, and behaviors to enable identification of opportunities to drive product, marketing, and GTM adjustments 

Bonus Points:

• Hands-on experience with AI deployment across operational workflows.
• Prior consulting experience, with a focus on operational strategy, revenue operations, or customer success.

Benefits & Perks!

• Competitive salary, annual bonus, and stock options
• Medical coverage, including full dental and vision
• Retirement savings plans
• Life and disability benefits
• Vacation & leaves of absence
• Annual family planning stipend
• Social responsibility program (volunteer time off and donation matching)
• Developmental opportunities through education & developmental reimbursements & professional workshops
• Maternity & parental leave
• Hybrid & remote model with flexible working hours
• On-site & remote company events throughout the year
• Annual wellness stipend
• Monthly tech stipend
• Employee referral program
• Premium access to QuillBot

*Benefits and benefit amounts differ by region. A comprehensive list applicable to your region will be provided in your interview process. 

For positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Other locations: IL, MA, NJ.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!

This role is open to candidates based in the U.S. and residing in the Eastern Time (ET) zone.

We are a virtual-first company and have employees dispersed throughout the United States, Canada, India, Israel Germany, and the Netherlands. We have a market-based pay structure that varies by location. The base pay for this position is dependent on multiple factors, including candidate experience and expertise, and may vary from the amounts listed. You may also be eligible to participate in our bonus program and may be offered benefits, and other types of compensation.

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Equal ​Employment Opportunity Statement ​(EEO)
We are an equal opportunity employer and value diversity and ​inclusion within our company.  ​We will consider all qualified applicants without regard to race, religion, color, national origin, sex, gender ​identity, gender expression, sexual orientation, age, marital status, ​veteran status, or ​ability status. We will ensure that individuals who are differently abled are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment as provided to other applicants or employees. Please contact us to request accommodation.

About QuillBot:
We envision a world where anyone can write without limits. Together, our companies—QuillBot, Scribbr, and LanguageTool—are on a mission to make written communication in any language better and more efficient. If you’re passionate about using technology to help people connect across cultures, join us.