Senior Manager, GTM Operational Excellence
Benefits
Unlimited PTO
16w maternity
16w paternity
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Strategic Leadership & Vision:
- Define and execute the multi-quarter strategy for GTM Operational Excellence, aligning with growth and revenue goals.
- Hire, develop, and lead a high-performing team of operations managers and analysts, fostering extreme ownership.
- Serve as primary strategic partner to VP and C-level leaders across GTM, Systems, Product, and Finance.
AI & Systems Transformation:
- Oversee the strategy for Remote’s AI ticketing layer, automated knowledge bases, and AI agent tuning to maximize deflection.
- Lead root-cause analyses on complex operational issues and collaborate with Systems/Engineering for scalable fixes.
- Own the post-mortem process for major incidents, translating vulnerabilities into robust improvements.
Enterprise Change Management & Governance:
- Establish and mature global change management framework, ensuring high adoption of new GTM programs.
- Own KPIs for operational health, including ticket volume reduction, AI deflection rates, cost-to-serve, and MTTR.
Remote
Remote solves the challenge of navigating global employment compliantly, enabling businesses to recruit, pay, and manage international teams. The company has a globally distributed workforce across 6 continents with core values including innovation and a fully remote culture.