[Remote] Senior Director of Business Operations

Note: The job is a remote job and is open to candidates in USA. Backstory (formerly People.ai) is hiring a Senior Director of GTM Operations to build and run the operating system behind its growth. The role owns GTM metrics, data, forecasting, commercial operations, and AI-driven reporting across Sales, Customer Success, and Partnerships.

Responsibilities

• Instrument the full customer journey, from pre-funnel and partner activity through credit consumption and expansion. At our scale, this is a weeks-not-months deliverable
• Define the GTM data model, funnel stages, and metric definitions so numbers reconcile across Sales, CS, Partnerships, and Finance
• Connect product usage and billing data to the revenue stack so every customer is represented completely and consistently
• Govern CRM fields and data quality through automation and clear standards, not manual cleanup
• Design and run a forecasting rhythm built for a consumption-based, land-and-expand model: channel and marketing activity into pipeline, new-logo velocity, consumption trajectories, and expansion revenue
• Present completed-quarter results and forward guidance to the ELT at each quarter-end
• Give ELT members the analysis, forecasts, and materials they need to run their functions and report upward
• Run forecast reviews, pipeline inspections, and business reviews as forums for decisions, not status updates
• Use the data to pressure-test plans and flag risk early, even when the conclusion is unwelcome
• Build AI-driven reporting and analysis across solution presentation, adoption, credit consumption, and customer outcomes, with Backstory as the primary source of truth
• Deliver automated briefings, pipeline intelligence, and self-serve analytics to the whole GTM organization, not just leadership
• Make build, buy, or connect decisions for the GTM data and tooling that power instrumentation and the intelligence layer
• Re-anchor our early warning system around solution adoption: credit consumption, feature activation, workflow integration depth, CS engagement, and conversation signals
• Turn those signals into a review cadence and save and expand plays triggered by what customers are actually doing
• Feed adoption-based churn and expansion signals into the forecast, so save and expand plays show up in projected revenue
• Comp plan design for Sales, CS, and Partnerships, in partnership with Finance and People
• Territory, quota, and capacity planning, including clear rules of engagement and handoffs across direct, CS, and partner teams
• CPQ and pricing approvals, from quote to close
• Lead routing across marketing, sales, CS, and partners, with defined service levels
• Day-to-day CRM administration and the health of revenue-critical systems
• Run Backstory's GTM on Backstory, learning from our strongest adopters and trying uses customers that have not yet tried
• Document the results so they can be referenced in customer and prospect conversations
• Engage with customers and the market as a practitioner of the platform

Skills

• Builder instinct. You have built functions, systems, or processes from scratch rather than inheriting mature ones
• You reach for leverage before headcount and lead a small team while staying close to the work
• Applied AI. Deep understanding of the AI tooling landscape and the ability to make informed tooling decisions and understand where Backstory fits
• You have deployed LLMs and AI tools in operational workflows, not just evaluated them
• You know where AI outperforms traditional automation and where it adds risk
• You have experience building the right AI infrastructure and supporting the change management required
• GTM operating model fluency. You have run GTM operations through a real business model change, ideally consumption-based, land-and-expand, or channel-augmented
• You can set the right metrics framework and put it in place without a long assessment phase
• Data architecture literacy. You understand how GTM data is structured and flows across CRM, warehouse, and AI layers well enough to design instrumentation and make build, buy, or connect decisions
• You don't need to be an engineer, but you don't depend on one to understand the data model
• Forecasting authority. You know ARR forecasting deeply: where each input comes from, how it is calculated, and where it may be wrong
• You can reconcile sources and tell executives how confident to be and why
• Commercial operations depth. You have hands-on experience with comp design, territory and quota planning, CPQ and pricing approvals, lead routing, and CRM administration
• SaaS metrics fluency. You can connect ARR, GRR, NDR, CAC, pipeline coverage, capacity, and productivity to how the business actually performs
• Modern data tooling: working knowledge of SQL, dbt, or BI tools
• Executive presence. You can present a difficult conclusion to the ELT without hiding behind the analysis, and push back constructively when the data calls for it
• Experience. Typically 10+ years in revenue operations, GTM operations, or GTM strategy at a growth-stage B2B SaaS company, including leading a team
• Chief of Staff or CEO-adjacent experience: translating strategic intent into operating plans, preparing board materials, and managing cross-functional work without formal authority
• Channel and partnership operations: tracking, attribution, and handoffs between partner-sourced and direct pipeline
• Usage- or consumption-based pricing: structuring and governing credit-based deals

Benefits

• Regular employees may be eligible for commissions or bonus programs (target included in OTE)
• Regular employees may be eligible for equity

Company Overview