About Get Plus
Get Plus is a fast-growing post-purchase eCommerce suite helping Shopify merchants transform fulfillment into a profit channel. Our platform offers returns & exchanges, claim coverage, warranties, and premium memberships, all designed to create world-class post-purchase experiences while increasing brand retention and revenue. We’re backed by real traction across top Shopify brands and a strong product-led roadmap.
Role Overview
We are seeking a strategic and execution-focused Director of Business Operations to help scale our SaaS business. This role owns key operating systems, improves cross-functional workflows, supports go-to-market execution, and ensures the company's product features, customer onboarding experience, and internal processes are clearly structured, documented, and optimized.
The ideal candidate is analytical, organized, and comfortable working across product, sales, customer success, marketing, finance, and leadership teams. This person translates company strategy into practical systems, clear documentation, efficient onboarding flows, and scalable business processes.
Key Responsibilities
Business Operations and Strategy
- Lead and improve company-wide operating processes, including planning cycles, performance tracking, reporting, and cross-functional execution.
- Build dashboards, reports, and operating cadences to monitor business performance across sales, customer success, product, and finance.
- Identify operational gaps, inefficiencies, and bottlenecks, then design practical solutions to improve scalability.
- Partner with leadership on strategic initiatives such as pricing updates, product launches, customer segmentation, market expansion, and process redesign.
- Own documentation for key business processes so teams have clear, accessible, and up-to-date operating procedures.
SaaS Metrics and Performance Management
- Track and analyze core SaaS metrics such as ARR, MRR, churn, net revenue retention, gross revenue retention, CAC, LTV, sales conversion, onboarding completion, and product adoption.
- Prepare business reviews, executive summaries, and performance insights for leadership.
- Support forecasting, capacity planning, and resource allocation across teams.
- Use data to recommend improvements to revenue growth, retention, onboarding efficiency, and customer experience.
Product Feature Packaging and Company Feature Documentation
- Work with product, marketing, sales, and customer success teams to organize and package company features into clear product tiers, plans, bundles, or customer-facing offerings.
- Define how product features should be grouped, described, priced, and communicated to different customer segments.
- Create internal documentation explaining feature availability, package differences, customer use cases, value propositions, and upgrade paths.
- Support sales and customer-facing teams with feature comparison materials, product packaging guides, FAQs, and enablement resources.
- Ensure product packaging aligns with customer needs, business goals, pricing strategy, and competitive positioning.
Customer Onboarding Flows
- Design, document, and optimize customer onboarding flows from contract close through activation and adoption.
- Partner with customer success, implementation, product, and support teams to create scalable onboarding processes.
- Build onboarding checklists, welcome sequences, kickoff templates, implementation guides, training materials, and milestone tracking documents.
- Identify friction points in the onboarding journey and implement improvements to reduce time-to-value.
- Define success criteria for onboarding, including activation metrics, adoption milestones, customer health indicators, and handoff procedures.
- Ensure onboarding flows are repeatable, measurable, and tailored to different customer types or product packages.
Documentation and Enablement
- Create and maintain internal and external documentation, including SOPs, onboarding guides, workflow diagrams, product package summaries, customer journey maps, and training materials.
- Standardize documentation across departments to improve consistency and knowledge sharing.
- Develop enablement resources for sales, customer success, support, and implementation teams.
- Ensure documentation is clear, practical, organized, and easy for both internal teams and customers to use.
- Maintain a centralized documentation system for business processes, product packaging, onboarding workflows, and operational playbooks.
Cross-Functional Leadership
- Act as a key connector between leadership, product, sales, marketing, finance, customer success, and operations.
- Lead cross-functional projects from planning through execution, ensuring accountability, timelines, and measurable outcomes.
- Facilitate alignment between teams when launching new features, updating pricing or packages, or changing customer-facing processes.
- Communicate clearly with stakeholders at all levels, from executive leadership to frontline teams.
Qualifications
- 7+ years of experience in business operations, revenue operations, strategy, customer operations, product operations, or a related role, preferably in a SaaS environment.
- Experience working in a B2B SaaS company with knowledge of recurring revenue models and customer lifecycle operations.
- Strong understanding of SaaS metrics, customer onboarding, product adoption, retention, and revenue operations.
- Experience packaging product features, supporting pricing or plan structures, or creating customer-facing product documentation.
- Proven ability to create onboarding flows, SOPs, process documentation, enablement materials, and scalable operational systems.
- Excellent analytical, project management, and problem-solving skills.
- Strong communication skills with the ability to translate complex ideas into clear documentation and action plans.
- Comfortable working cross-functionally and influencing teams without direct authority.
- Experience with tools such as Salesforce, HubSpot, Gainsight, Notion, Confluence, Jira, Asana, Monday.com, Google Workspace, Excel, Looker, Tableau, or similar platforms.
Preferred Qualifications
- Experience in a high-growth SaaS startup or scale-up environment.
- Background in RevOps, BizOps, Product Ops, Customer Success Ops, or management consulting.
- Experience supporting pricing, packaging, onboarding, implementation, or customer lifecycle strategy.
- Familiarity with product-led growth, enterprise SaaS implementation, or customer education programs.
- Experience building documentation systems from scratch.
Key Success Metrics
- Improved onboarding completion rates.
- Reduced time-to-value for new customers.
- Increased product adoption and customer activation.
- Better documentation usage across internal teams.
- Improved clarity around product packages and feature availability.
- Reduced operational bottlenecks across departments.
- More accurate business reporting and forecasting.
- Improved retention, expansion, and customer experience metrics.
Ideal Candidate Profile
The ideal candidate is a systems thinker who can move from strategy to execution. They can analyze business performance, organize complex product features into clear packages, create useful documentation, and design onboarding experiences that help customers succeed faster. They are comfortable working with executives, product teams, sales teams, and customer success teams to build scalable processes that support company growth.
