Senior Director, GTM Revenue Operations

Job description

**About Us:** ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support **thousands of** **restaurants across North America**, helping process **$1B+ in gross food sales** while saving our partners over **$700M in third-party commission fees**. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, **Kanika Soni**. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. **About the Position:** The Senior Director, GTM Revenue Operations, is both the strategic and technical backbone of how ChowNow's Sales, Onboarding, and Customer Success teams operate day to day. This is not a reporting-and-dashboards role — it's an operator and systems-architect role. You'll need to understand the GTM motion deeply enough to sit in a rep's or post sales rep's shoes, spot exactly where a process is broken or a workflow is creating friction, and then personally architect the fix — not as an isolated patch, but as part of a coherent system that holds up as we scale. This function exists because of where the business is today: years of incremental, band-aid fixes and one-off customizations have left us with real tech debt across Salesforce, HubSpot, PlanHat, and the tools connecting them. Small changes take too long, and they too often break something else in the process. We need someone who can see the whole board — not just the piece in front of them — untangle what's been glued together, and rebuild it so that future changes are fast, safe, and durable. You'll lead three key functions: a Sales & CS Business Ops (who lives inside the sales and CS org, diagnosing friction and defining the fix), a Marketing & Partner Ops Manager (who owns the demand and partner tech stack end to end as our HubSpot admin), and a Biz Systems team who build and maintain our core systems. Your job is to make sure these three functions work as one connected system rather than three disconnected ones — translating GTM needs into technical requirements, and technical constraints back into GTM strategy, so nothing gets lost in either direction. This role reports directly to the CEO and will own a team of 5-7 direct reports. This is a remote role based in the United States. **Please note:** ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages. **WHAT WE LOVE ABOUT YOU:** **You put restaurants first.** You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive. **You celebrate diversity.** You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts. **You raise your hand.** You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it. **You keep reaching.** You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. ### Responsibilities Include: **GTM Process & Team Leadership** - Deep, ongoing immersion in how Sales, Onboarding, and CS actually operate — their blockers, their workarounds, and where the real friction lives, partnering closely with the Sales & CS Business Partner to diagnose it - Turning diagnosed problems into defined solutions: a new workflow, a re-architected process, a system redesign — and owning the decision on what the right fix actually is - Managing and developing the Sales & CS Business Partner and Marketing & Partner Ops Manager, ensuring their work stays connected rather than siloed **Systems Architecture** - Acting as the systems architect across our GTM stack (Salesforce, HubSpot, PlanHat, Gong, PartnerStack, LeanData, Bookit and adjacent tools) — thinking through the full chain of impact before any change is made, not fixing one system in isolation - Leading the effort to unwind existing technical debt: legacy customizations, redundant automations, and fragile integrations that make small changes slow and risky - Setting technical standards and review processes so that new changes are built to scale rather than added as another layer of patchwork - Directly managing the Biz Systems team, prioritizing their roadmap against both the tactical fixes surfaced by the Business Partner roles and the larger architectural rebuild this function requires **Strategic Operations** - Owning the connective tissue between diagnosis (GTM Strategy & Analytics function), execution on the sales/CS side (Business Partner), and execution on the marketing/partner side (Marketing & Partner Ops) — ensuring a fix identified in one place is implemented consistently everywhere it touches - Territory and compensation planning infrastructure, forecasting rigor, and cross-functional alignment on how GTM processes are designed and rolled out - Advising CEO on where the biggest process and systems risks or opportunities are, with a point of view on sequencing and tradeoffs ### You Should Apply If You: - Have 8+ years of Revenue Operations experience in a SaaS environment, including meaningful time in a hands-on systems/technical capacity — not purely a reporting or analytics background - Have 5+ years managing a team across RevOps, MarOps, CS Ops and Business Systems (SalesForce) - Have deep, practical fluency in Salesforce and HubSpot; experience with PlanHat, Gong, PartnerStack, and LeanData is a strong plus - Have direct experience untangling legacy systems, customizations, or technical debt — not just building net-new - Think in systems, not tickets: you naturally trace a proposed fix through everything it touches before committing to a build - Have a proven track record of translating messy, ambiguous business pain points into a clear technical solution and seeing it through to execution - Are comfortable being both strategic (advising leadership on sequencing and risk) and deeply in the weeds (reviewing a workflow or automation yourself when needed) - Have experience partnering with Sales, CS, and Marketing leadership, and can speak credibly to both a rep on the floor and an engineer building the fix - Have managed compensation, territory, or forecasting infrastructure in a prior role ### About Our Benefits: - **Expected On Target Earnings (OTE):** $200,000 - $300,000 OTE (depending on candidate experience and location) - Ongoing training and growth opportunities. - A "Best Place to Work" winner multiple times where we focus on creating a great employee experience. - Rock solid medical, dental, and vision plans. - Mental Health Coverage - we offer several programs to support your mental health and wellness goals. - Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life - 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave. - 401(k) Matching - Employer-contributing student loan assistance program or continuing education reimbursement program - Employee Stock Incentive Plan. - Pet insurance for your fur babies - Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly. - Enough freedom to spread your wings while still holding you accountable.