Senior Manager, GTM Operational Excellence

Responsibilities

• Strategic Leadership & Vision
• Operational Roadmap: Define and execute the multi-quarter strategy and vision for GTM Operational Excellence, aligning it with Remote's overarching growth and revenue goals.
• Team Leadership: Hire, develop, and lead a high-performing team of operations managers and analysts. Act as a mentor and coach, fostering a culture of extreme ownership and continuous improvement.
• Executive Stakeholder Management: Serve as the primary strategic partner to VP and C-level leaders across GTM, Systems, Product, and Finance to align operational initiatives with business priorities.
• AI & Systems Transformation
• AI-Driven Architecture: Oversee the strategy for Remote's AI ticketing layer, automated knowledge bases, and AI agent tuning. Ensure our AI tech stack is optimized to maximize deflection rates and streamline GTM workflows.
• Systemic Problem Solving: Move beyond symptom management. Lead deep root-cause analyses on complex enterprise-level operational issues and collaborate with Systems/Engineering teams to ship scalable, permanent fixes.
• Incident Command & Post-Mortems: Own the post-mortem process for major operational incidents, translating systemic vulnerabilities into robust, future-proof infrastructure improvements.
• Enterprise Change Management & Governance
• Global Change Frameworks: Establish and mature Remote's global change management framework. Ensure high adoption rates for new GTM programs through comprehensive communication strategies, enablement alignment, and executive buy-in.
• Metrics & Business Impact: Own the KPIs that define operational health. Track, analyze, and present executive-level reports on core metrics including ticket volume reduction, AI deflection rates, cost-to-serve, mean time to resolution (MTTR), and change adoption velocity.
• Practicals
• You'll report to: Director, Sales Operations
• Team: RevOps - Sales Operations
• Location : For this position we welcome everyone to apply, but we will prioritise applications from the EMEA as we encourage our teams to diversify
• Start date: As

Benefits

Additional Information

About Remote Remote is solving modern organizations' biggest challenge - navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! What this job can offer you As the Senior Manager, GTM Operational Excellence , you will architect and lead the future of how our Go-To-Market (GTM) organization operates. In this role, you aren't just managing processes-you are redefining them. At Remote, AI handles our operational floor (ticket resolution, knowledge retrieval, routine fixes). Your mission is to lead a high-performing team focused on the operational ceiling: identifying root causes of friction, designing enterprise-grade systemic fixes, and partnering deeply with executive stakeholders across RevOps, Systems, Data, and Enablement to drive behavioral changes that scale. You will have a seat at the table in shaping our AI-integrated operations strategy. What you bring Experience: Deep experience in BizOps, Strategy & Operations, or RevOps within a fast-growing SaaS environment, with at least 2-3 years of experience successfully managing and scaling high-performing teams. Scale Mindset: A proven track record of building, scaling, and maturing GTM systems and processes from mid-stage growth through enterprise scale. Technical Acumen: Deep working knowledge of Salesforce and complex GTM tech stacks (e.g., Enterprise CPQ, automated lead routing, complex compensation tooling). AI & Automation Fluent: A strong builder's mindset with hands-on experience leveraging AI tools, LLMs, and automation workflows to optimize business operations. You view AI as a core operational lever, not a buzzword. Leadership Persona: You operate with an executive-level "the buck stops here" mentality. You are comfortable navigating ambiguity, driving alignment across matrixed organizations, and taking full accountability for global outcomes. Communication: Exceptional written and verbal English communication skills, with a proven ability to distill complex operational challenges into clear, actionable executive narratives. Remote Work: Prior experience working in a globally distributed, asynchronous environment is a strong plus.

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