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About the Role

Lead the operational strategy for customer onboarding, policy development and enforcement, and lead qualification. This role will evolve how Raptive supports incoming customers and drives new business, aiming to improve time-to-revenue, reduce churn, and increase capacity while maintaining a high-touch support experience.

Responsibilities

• Own the end-to-end operational strategy for customer onboarding, policy, and vetting, ensuring teams have the necessary data, systems, and processes for scaling.
• Lead and support a team of six, including two direct reports, by providing clarity on priorities, fostering team member growth, and establishing shared success metrics.
• Drive the process and automation roadmap to minimize repetitive manual work and enable teams to create incremental value.
• Own key metrics including funnel health, pipeline forecast, team capacity, SLA adherence, time-to-revenue, and cancellation rates.
• Build reporting and insights to monitor performance, trends, sentiment, and customer feedback, providing proactive updates on changes, risks, and opportunities.
• Partner cross-functionally with Marketing Operations, Email, Sales, Growth, and Product to align on priorities, business impact, and requirements.
• Identify and resolve bottlenecks that slow time-to-launch, create friction, or contribute to cancellations.
• Work with Email and Marketing teams to optimize the design, personalization, and relevance of communications throughout the customer journey.
• Standardize lead vetting and qualification, application review, and in-network policy monitoring through systematic, automated methods.
• Lead change management for new workflows, tools, and AI-based processes, ensuring teams are trained, adoption is measured, and improvements are sustained.
• Build feedback loops across internal teams and customers to surface recurring pain points, identify root causes, and translate learnings into improvements.

Requirements

• 8+ years in business, revenue, customer, or marketing operations, or a related role such as solutions engineering or implementation operations.
• Hands-on experience building automations, workflows, and lifecycle marketing programs, including email optimization, personalization, and customer journey design.
• Comfortable working with data, able to build reports, interpret trends, and translate insights into decisions.
• AI adopter who leverages tools and capabilities as a natural part of how they work and can identify where AI creates meaningful leverage.
• Proven ability to drive operational change and bring teams along on the journey.
• Experience with enterprise CRM, marketing, and automation platforms such as Salesforce, Zendesk, HubSpot, Marketing Cloud, Zapier, Clay, or Salesloft.
• Strong cross-functional communication skills, able to translate between customer needs, technical constraints, and executive recommendations, with a customer-first approach and genuine curiosity about what's working.

Skills

• AI adopter
• Customer empathy
• Lifecycle marketing expertise
• Technical fluency
• Data analysis
• Reporting
• Trend interpretation
• Cross-functional communication
• Change management
• Python
• SQL
• JavaScript
• Agentic AI
• Digital publishing
• Ad tech

Location

• Remote

Work Type

• Full-time

Experience Level

• 8+ years

Salary/Compensations

• $100,000-$145,000

About the Company

• Raptive is a new kind of media company built for creators, home to one of the largest and most diverse audiences on the internet.
• Raptive combines its position as the world’s largest ad management platform with a comprehensive suite of monetization, audience and business solutions that enable creators to turn their passions and talents into thriving independent companies and enduring brands.
• We stand for the future of a diverse, open internet powered by the creativity and entrepreneurship of the independent creators and publishers it serves.
• To date, Raptive has driven $4 billion to its partners.
• Join us in creating a more equitable and inclusive future for media.
• Raptive was recognized as a Fortune 100 Best Places To Work for 2025-2026.

Equal Opportunity

• Raptive is committed to diversity, equity, and inclusion.
• We encourage candidates from all backgrounds to apply.
• Raptive is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
• For individuals with disabilities who would like to request an accommodation, please reach out to a member of our recruiting team.