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Director of Revenue Operations

Help Scout

Help Scout

Sales & Business Development, Operations
Remote
Posted on Tuesday, April 30, 2024

Who we are

At Help Scout, we’re on a mission to help businesses delight more customers. We’ve been on this journey since 2011, and today more than 12,000 companies use our platform to provide outstanding customer support. We’ve been fully remote from the beginning, and have a team of 140+ people all over the world.

We love crafting beautiful products and growing a business together, but we're also trying to do something bigger. We're building a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019 and have pledged 1% of our equity back to the community.

Help Scout’s success hinges on hiring talented, high-accountability people who want to be part of creating a culture where we all feel challenged and supported to do our best work. We hope that excites you to join us!

Company values

Happy to Help

Help is our first name. We show up for others, not because we have to, but because we want to. We share knowledge and give freely by default, and operate with generosity and empathy for each other, our customers, and our community. After all, there is no I in team (or software).

Craft over Convention

Although it’s tempting to follow a well-worn path, we push ourselves to run beyond it — even when that sets us apart from our peers. We’re building a culture where it’s safe to be ambitious and hold each other to high standards. That’s why we obsess over the last 10%, because it shows up for our customers and the business in powerful ways.

Progress not Perfection

The work of building a product, culture, and brand is never done – we ship our best effort, listen, iterate, then repeat. Seeking progress requires the vulnerability to be curious, humble, and hungry to learn. Great ideas can come from anywhere, so we share our work openly, welcome the perspective of others, and continuously search for what can be improved.

Own the Outcome

Ownership is key to our collective success. We consider the impact on our team and our community before we act, and believe that trust and integrity are non-negotiable. To create a better future, our decisions are made with stakeholders today and ten years from now in mind.

Read more about how we define, share, and live these values here.

Impact

We’re looking for a Director of Revenue Operations who will oversee and integrate the company's revenue operations, data analytics, and technology systems — all to drive growth, operational efficiency, and data-driven decision-making across the organization.

Our RevOps team is connected to the entire organization and collaborates with every team in the company to truly impact our business. The business's success hinges on a great RevOps team that’s dialed in to help make great decisions — and that’s where you come in!

Check out our Pitch Deck here!

About the Role

  • This role reports directly to our Chief Financial Officer (Shawna Fisher) and will partner closely with our Chief Revenue Officer (Andrea Kayal).

  • You’ll lead a team of 5 people in designing the strategy, choosing the technology, and building and maintaining the analytics infrastructure of our go-to-market organization.

  • As part of our centralized team structure, the Revenue Operations function operates within the broader Business Team. In this role, you will lead the Revenue Operations and Data team, supporting our Revenue (sales, marketing, and partners), Product, and Business teams as we scale. Your responsibilities will ensure the reliability, consistency, and accuracy of reporting our data and metrics across the company, which will be critical in driving operational excellence and informed decision-making.

  • You’ll develop and refine the Revenue Operations roadmap. You’ll set a strategy when determining which projects to invest resources into and the implementation sequencing. This could be implementing a new tool for the Partnerships team, writing compensation plans for the revenue team, or building the processes and systems for a new reseller channel. You’ll empower the team to execute while staying close to each project and ensuring excellence is met.

  • You’ll oversee all technology across the Revenue team, including the CRMs (Help Scout, HubSpot, SalesForce), our data stack (DBT, BigQuery, Looker), and automations. This includes vendor evaluation, procurement, and implementation. You’ll look ahead and understand the tradeoffs of certain technology decisions, limit technical debt, and only introduce complexity when needed.

  • Much of your day-to-day will be helping our leaders make decisions based on accurate data while holding them accountable to this standard.

  • You’ll manage the operations related to variable compensation payouts for sales and marketing.

  • You’ll collaborate with our product and engineering teams to proactively improve our strategy for data warehousing and data architecture.

About you

  • You’ve done this dance before and are an experienced operator in Revenue Operations and Data within a SaaS environment, including a minimum of 3 years leading a team.

  • You possess a deep understanding of data environments and their associated technology stacks, coupled with a hands-on approach that allows you to strategize at a high level and effectively navigate the details. We're seeking someone with proven expertise in data management, analytics, and system integration and a track record of driving operational excellence within revenue-focused teams.

  • You are proficient with CRM platforms like HubSpot and Salesforce and have expertise in BI tools, specifically Looker.

  • You have a track record of supporting all aspects of revenue generation, including marketing, sales, and partnerships.

  • You have established processes and systems for managing an indirect sales team (distributors and resellers).

  • You are an effective communicator who ensures alignment and fosters a culture of accountability, precision, and ongoing enhancement among all team members.

  • You have notable presentation skills and the ability to engage and influence at the executive level.

Location Note

At this time, we are only able to hire for this role in the United States.

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess leveling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

The salary range for this role is $180,000 - $190,000.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines:

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location.

For our Product Management, Product Design, and Engineering roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.