Director of Operations and Customer Intelligence

<p>We are seeking a hands-on <strong>Director of Operations and Customer Intelligence</strong> to join our Strategy &amp; Revenue Operations team. In this manager and individual contributor role, you will be a critical leader in scaling QuillBot’s revenue engine by driving operational excellence across Business Development (BD), Sales, and Customer Success (CS) functions, while systematically gathering customer insights key to product and marketing investments. You will also lead initiatives to deploy AI across workflows and test new customer engagement models to better serve our evolving professional user base.</p> <p>This role requires a strategic thinker with a bias towards operational execution and a proven track record of scaling and optimizing customer-centric revenue operations in a fast-growing B2C and B2B SaaS environments, with specific experience in product-led growth (PLG) strategies. </p> <p><strong>Key Responsibilities:</strong></p> <p> <strong>Operational Leadership (60%)</strong></p> <ul> <li>This role will be responsible for <strong>overseeing, mentoring, and growing</strong> a CS, BD, and sales team, taking them to a strategic, proactive outbounding, support, and insight-gathering to drive product evolution towards a customer-focused development structure.</li> <li>Identify opportunities to integrate and deploy AI across operational workflows to drive efficiency and effectiveness.</li> <li>Lead experiments and pilots around higher-touch customer engagement models to better support and grow our professional customer base.<br/>Drive operational efficiency and alignment across all revenue-generating teams, optimizing processes, systems, and data management.</li> </ul> <p><strong>Customer Intelligence &amp; Strategic Insights (40%)</strong></p> <ul> <li>Serve as an individual contributor, synthesizing frontline team insights into actionable, cohesive perspectives on the health of the user base</li> <li>Analyze customer behavior, health metrics, and feedback to identify clear recommendations on investment areas and new opportunities to better support and expand our customer base.</li> <li>Develop reporting dashboards to drive insights that guide executive decision-making on growth, retention, and product strategies around our focus customer base.<br/>Analyze user behavior on platform to support to connect qualtiative feedback to quantitative analytics data</li> </ul> <p><strong>Additional Responsibilities</strong></p> <ul> <li><strong>Product-Led Growth (PLG) Expertise:</strong> Support both self-service and outbound customer acquisition and expansion motions.</li> <li><strong>Sales Systems &amp; Process Optimization:</strong> Oversee the administration, optimization, and innovation of core sales and customer success systems.</li> <li><strong>Contract Management:</strong> Ensure efficient deal structuring, pricing, and contracting practices that maximize revenue opportunities.</li> <li><strong>Performance Management:</strong> Establish and maintain OKRs to measure team effectiveness, customer engagement, and operational efficiency of the revenue operations team</li> </ul> <p><strong>Required Experience: </strong></p> <ul> <li>12+ years of experience in operations roles across sales or CS functions.</li> <li>Proven success leading,operating, and coaching global, remote-first teams across several time zones.</li> <li>Deep experience supporting operations as an individual contributor (e.g., sales operations, strategy operations, marketing operations).</li> <li>Track record of building and scaling revenue operations functions in high-growth B2C SaaS environments (ideally with experience in B2B)</li> <li>Strong analytical, strategic thinking, and problem-solving skills with the ability to work across qualtitative and quantitative data to understand user sentiment, values, and behaviors to enable identification of opportunities to drive product, marketing, and GTM adjustments </li> </ul> <p><strong>Bonus Points</strong>:</p> <ul> <li>Hands-on experience with AI deployment across operational workflows.</li> <li>Prior consulting experience, with a focus on operational strategy, revenue operations, or customer success.</li> </ul> <p><strong>Benefits &amp; Perks:</strong></p> <ul> <li>Competitive salary &amp; annual bonus</li> <li>Pension plan through the Zwitserleven Pension Fund</li> <li>A yearly personal development budget of €500</li> <li>Free consultations at OpenUp, an online resource to access certified psychologists for mental health needs</li> <li>Discount and extra credits on a ClassPass monthly subscription for physical well-being</li> <li>Healthy lunch and snacks at the office</li> <li>Travel allowance: kilometre allowance of €0,23/km</li> <li>The flexibility to work from home &amp; flexible working hours, including a monthly working from home allowance</li> <li>A minimum of 33 days paid time off (including 7 public holidays and a day off on your birthday)</li> <li>A hybrid and remote-friendl