Director of Launch Operations

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
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, on