Director, B2C Operations (Remote, US)

Who We Are

Renew Home is on a mission to change how we power the world by making it easier for customers to save energy and money at home as part of the largest residential virtual power plant in North America.

We partner with industry-leading brands to better manage residential energy for users by prioritizing efficiency, savings, and comfort — and cleaner energy for everyone.

We are an Equal Opportunity employer striving to create a diverse, equitable, and inclusive work environment where everyone feels that they have a voice that is heard.

We strongly encourage candidates to check out our website at www.renewhome.com to learn more about the world-changing work we are doing.

Role Summary

We’re looking for a Director of B2C Product Operations to build and scale the operational backbone of Renew Home’s customer lifecycle, with a particular focus on Marketing Operations and Customer Support Operations, including the stand-up and scaling of our Help Center.

This leader will own the systems, processes, data, and operating mechanisms that enable personalized, scalable customer engagement and consistently high-quality support, as well as lead the team of individuals directly engaging with B2C customers via the help center. You’ll partner closely with our Marketing, Product, Engineering, and Analytics teams and leadership to evolve the tools and processes that support growth, retention, and customer trust, while building durable systems that can scale to millions of users.

What You Will Do

Build and scale the B2C Operations function

• Establish and lead the B2C Product Operations function across Help Center Ops, Customer Support Ops, and Marketing Ops.
• Manage, hire, coach, and develop a high-performing team of operators and systems owners (Marketing Ops, Support Ops, tooling admins, analytics/process leaders).
• Manage, hire, coach, and develop a high-performing team of customer support staff, who engage directly with our B2C customers.
• Occasionally support B2B comms with the marketing and customer success teams, where scale is appropriate.
• Define team structure, roles, operating rhythms, and success metrics as the org scales.

• Serve as a strategic partner to Marketing and Customer Experience leadership, bringing structure, prioritization, and scalable execution systems.
• Stand up and scale the Customer Support Center & Customer Support Operations

• Own the strategy, design, implementation, and continuous improvement of Renew Home’s Customer Support Center.
• Build the operational foundation required to support 10M+ users, including:
• Channel strategy (email, chat, phone, messaging).
• SLAs and service model design.
• Staffing models and forecasting.
• Escalation paths and issue triage mechanisms.
• QA programs, coaching loops, and performance management systems.
• Own the end-to-end strategy for the Renew Home Help Center, including:
• Information architecture and taxonomy.
• Adherence with all relevant regulatory requirements (ie. partner, industry, government inclusive of