Head of Revenue Operations

San Francisco, CA
30+ days ago

Job Description

# Who we are

At Workstream (www.workstream.us), our mission is to empower local businesses. Today, we provide a best-in-class hiring and employee onboarding software for local businesses to hire hourly workers, with workflow automation, SMS communication and machine learning. Our clients include Jamba Juice, McDonald's, Westin, Marriott, Uber, Subway, Dunkin', Panera Bread, Coupa Cafe, Sightglass Coffee, Equator Coffee and more.

We are a team from Stanford, MIT, Google, Y Combinator, Harvard, Cornell, Yelp, Qualtrics, Glassdoor, WeChat and more, and we are fortunate to have support from amazing investors including Peter Thiel's Founders Fund, Charles River Ventures, Basis Set Ventures, GGV Capital, CEO Zoom, CEO DoorDash, Peterson Ventures, Heartland Ventures, Jay Z, Joe Montana, James Harden, Chairman of Louis Vuitton, and more.

Global at our core, we are headquartered in San Francisco, and have presence in the US, Europe, China and Singapore from day one. Culture is very important to us and we encourage you to read about our Values and see if you align with us [HERE](https://docs.google.com/document/d/1SHaeKG3IUy_1kE0y8FRnM8PPoEdMS0gmNIsSP3dG-3A/edit?usp=sharing).

# The Role

We are looking for a Head of Revenue Operations to lead up operations for our entire go-to-market functions, partnering closely with our marketing, sales, and customer success leaders. The role will be a centralized ops team, reporting directly to one of the founders. This role will either be in our SF Bay Area headquarters, or in our Utah office.

Ideally, you have been ops hire #1 at a hyper growth startup (2-3x revenue growth in 12 months), and then have grown to build and lead a team there. Ops is fundamentally messy during periods of rapid growth, and you are not afraid (in fact you get excited) to get your hands *very* dirty, get into the plumbings of systems, sanitize data, write documentation. Yet you can also take a step back, and help us strategize about how to optimize and accelerate our revenue flywheel. You are good at context switching, and can keep order in chaos.

We are looking for builders at heart (as opposed to corporate-type managers): builders of systems, builders of data, builders of process, builders of team, builders of company. We have no time for BS, and we are looking for a low-ego, not political person for this role.

Lastly, we are looking for guides. Growing a startup from $1M to $10M to $100M ARR and beyond is a long journey, full of potholes, traps, and landmines along the way. We are looking for someone who has tread on this journey before, and willing to guide us on this path. I want to hear your failure stories, and your cautionary tales, so we don't repeat the same mistakes again.

# Responsibilities

You will ultimately be responsible for building up the entire revenue operations team supporting our sales, customer success, support, and marketing teams. We have grown our GTM team quickly from 10 to 40 people in the last 12 months, and still very nascent in our operational support. As we continue to grow quickly (we will likely have close to 70 people in our GTM teams by EOY), we would like to invest early in operations to support our teams!

Our GTM motion is sales driven, with ADRs and AEs. The client will then be handed off to onboarding specialists in the CS team; we also have CSMs to manage ongoing success. Currently, we have 17 people in sales, 12 in CS, 15 in support, and 5 in marketing.

Currently in the company, we have 1 shared analyst and 1 senior enablement person. We are looking for you to come in and get your hands dirty, and also to hire 1-2 ICs in the next 3-6 months.

## 1, Systems and technology

  • Own the “tech stack” of softwares that the GTM team (marketing, sales, customer success) uses. You will hold the entire picture of our GTM system in your head.
  • Know the ins and outs of each software and its configuration. You will initially be the point person for everyone on the GTM team for questions about tools, and eventually build a team to manage it.
  • Understand deeply the connections between various softwares, especially around the data connection, to ensure we have smooth operation.
  • Make purchase decisions on new software to be added into our stack, considering cost, ROI, data integrity, integrations, and other factors.
  • Our tech stack includes:
  • Marketing: Hubspot, Drift, Google Ads, FB Ads, Apollo
  • Sales: Salesforce, Outreach, Moonclerk
  • Customer success: Salesforce, Intercom, Mixmax, Wootric, Ringcentral
  • Data: Segment, Mode
  • Some examples of tasks that came up in the last week are:
  • Drift and Hubspot assigning the same lead to different SDRs. Need fixed.
  • FB tracking pixel was duplicated. Need to identify why and remove one.
  • Switch implementation of Google Analytics from Google Tag Manager to Segment.
  • Add a “franchisee” field to Salesforce and make sure AEs use it correctly.
  • Capture notes around “missing product features” during sales calls, and pass that onto the product team in a structured way.

## 2, Process and people

  • Create standard operating procedures for sales and customer success teams, around topics such as: lead engagement, customer handoff, refunds.
  • Drive organizational change management. Engage with senior stakeholders and own delivery on key projects to move the organization forward.
  • Document processes in docs and wiki, and continue to update them as the source of truth.
  • Problem-solve operational issues as they arise. You are the go-to problem solver on the GTM team, especially for cross-team tasks.
  • Build and run a deal desk function to ensure contracts and customers are accounted for properly
  • Work cross functionally across marketing, sales, customer success teams to make sure all angles are considered in decision making, to ensure a smooth customer journey.
  • Enforce key processes and ensure data is clean and up to date.
  • Some examples of tasks that came up in the last week are:
  • Collect and pass down client notes from the sales process to CS, so we don’t ask duplicate questions to the customer.
  • Come up with a refund process, so we have control over who is eligible to receive a refund, and which teammate can give out refunds.
  • Define account hierarchy and relationship in Salesforce to reflect franchisor/franchisee relationship.
  • Capture “lost reason” in Salesforce when an opportunity is lost.
  • Client wants to pay by check. Should we allow that? How should we handle that?

## 3, Data and metrics

  • Track the efficacy of go-to-market initiatives and help implement the appropriate reporting and metrics to ensure desired results are being achieved.
  • Define and manage the key performance indicators (KPI's) for the sales, marketing, and customer success organization in conjunction with team leads.
  • Work closely with our data analyst to build GTM dashboards that track the health and progress of the business.
  • Define key terms and metrics to ensure consistent view across the business. Examples are CAC, LTV, MCL, MQL, etc.
  • Bring a quantitative, data-driven culture to the GTM team.
  • Some examples of tasks that came up in the last week are:
  • Define what is a MCL, MQL, SCL, SQL
  • Work with accounting to tag chat of accounts, so we can bring cost data into our database.

## 4, Strategy and vision

  • Co-develop GTM Strategy with team leads and founders — establish insights into performance, market opportunities and manage cross functional planning processes.
  • Align and manage the roadmap for Operations enhancements (i.e. Sales, Marketing, Customer Success technology stack & tools).
  • Oversee the headcount planning and budgeting process for the Sales and CS teams.
  • Partner with team leads and founders to iterate and refine our go to market strategy.

# Qualifications

  • MUST HAVE experienced hyper-growth in a startup
  • Ideally, Series B-D stage. 100-3000 people
  • Has experienced 2-3x (or more) annual growth, and managed ops during that
  • Have seen it when company is scrappy; have made plenty of mistakes; have done trial and error; used to the pace of doing things
  • Doesn't have to be the lead
  • MUST HAVE at least 3 years contiguous experience in the aforementioned startup (not jumpy)
  • MUST HAVE B2B SaaS experience
  • MUST HAVE mentality of a builder, not just a people manager
  • MUST HAVE humble, hungry, not political, low ego
  • MUST HAVE hired and managed people before
  • MUST HAVE strong resonance to our company values
  • NICE TO HAVE Seen similar GTM motion and ACV, SMB
  • NICE TO HAVE Even better if had experience in 2+ companies
  • NICE TO HAVE been first ops hire at a company and then grew to build a team
  • NICE TO HAVE experience on a sales or CS team so you have empathy

Below are just more verbose ways of saying the above (which we distilled from interviewing dozens of candidates).

  • 4-6 years experience in a revenue operations, sales operations, business operations, or consulting role, ideally in a high-growth startup
  • Ideally, you have built or have been part of an operations team that went 0 to 1.
  • Ability to learn quickly, and get up to speed on new technologies within hours by reading documentation and trial and error.
  • You are tenacious, and won’t let a problem stand until you’ve figured out how to solve it (which may be at 2am in the morning).
  • On the other hand, you are also good at prioritizing, and saying “no” to problems that are not worth solving.
  • You are quick. Think on the order of minutes and hours, instead of days and weeks. We don’t have time to waste.
  • Highly experienced in Salesforce, being able to customize fields, workflows, reports. SOQL coding ability is a plus.
  • Strategic instincts with the ability to contribute to the overall company growth
  • Ability to act independently with a high degree of accuracy and reliability
  • Impeccable organizational skills, adherence to deadlines and ability to prioritize tasks
  • Strong written and verbal communication skills
  • Strong team spirit and able to work in collaboration with others
  • Experience in Microsoft Office Suite, Excel, Tableau or Mode
  • Expert at Google Sheets, not just for data analysis, but for basic automation tasks.

# What we offer

  • An opportunity to be an early employee at a high-growth SaaS company and work directly with the founding team;
  • Full-time employees are offered comprehensive medical benefits;
  • A globally-distributed team who deeply cares about each other and shares ideas;
  • A belief that productivity is measured by output and not facetime;
- Flexible, schedule with a “use it how you need it” vacation policy - we don’t believe in capping or earning hours. We trust our team to get the job done and rest/recharge as they see fit.
  • Help drive the culture of Workstream as we grow!

Workstream - San Francisco

162 S Park St, SF, CA 94107

Source

https://www.indeed.com/jobs

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