Description:
POSITION SUMMARY
The Director of Revenue Operations & Systems will build and manage the processes, systems, and reporting that support growth across the Mealz marketplace. This position will own the business configuration and ongoing administration of HubSpot, establish reliable and actionable data flow between the Mealz application and CRM, and improve how restaurant partners and customers move through the business from initial inquiry through onboarding, booking, and repeat engagement. Working closely with Sales, Marketing, the call center, Operations, and Product and Engineering, this leader will translate business needs into practical workflows, clear accountability, and measurable results. The role combines strategic process design with hands-on execution, including assisting with restaurant onboarding, configuring CRM workflows, resolving operational gaps, and equipping teams with the tools and information needed to work effectively.
WHAT YOU'LL DO
CRM Ownership and Business Systems
• Own the design, configuration, administration, and continuous improvement of HubSpot as the central system supporting B2B restaurant relationships and B2C customer engagement.
• Build distinct but connected frameworks for restaurant acquisition and onboarding, consumer inquiries, booking opportunities, customer follow-up, and ongoing relationship management.
• Establish consistent lifecycle stages, pipeline definitions, required fields, record associations, ownership rules, and activity standards so information is organized and usable across teams.
• Configure workflows, lead routing, task assignments, notifications, follow-up sequences, and exception queues that reduce manual work and prevent missed opportunities.
• Maintain data quality through standardized entry requirements, duplicate management, validation, periodic audits, and clear accountability for record maintenance.
Application-to-CRM Data Flow
• Partner with Product and Engineering to define what information should move between the Mealz application, HubSpot, and related business systems, including when it should transfer and how teams will use it.
• Define business requirements for field mapping, unique identifiers, record relationships, status updates, and source-of-truth ownership across restaurant brands, individual locations, customers, inquiries, and bookings.
• Ensure application activity produces accurate, timely, and actionable CRM records, tasks, and reporting.
• Monitor missing, delayed, duplicated, or inconsistent information; coordinate resolution and verify corrections with technical teams.
• Participate in testing and rollout of integrations and application changes, confirming that workflows support operational needs.
B2B Sales Enablement and Restaurant Onboarding
• Partner with the B2B sales team to streamline the transition from prospect development and signed agreements through restaurant onboarding, activation, and ongoing account management.
• Build and maintain onboarding workflows, checklists, templates, required information standards, and launch-readiness criteria for restaurant brands and individual locations.
• Assist directly with restaurant onboarding, including collecting and validating information, coordinating setup, tracking outstanding requirements, and resolving issues that delay activation.
• Establish clear responsibilities and handoffs among Sales, Operations, restaurant partners, and technical teams.
• Identify opportunities to simplify onboarding, reduce repeated requests and manual entry, accelerate time to launch, and improve the restaurant partner experience.
• Provide sales teams with practical CRM tools, pipeline visibility, and follow-up processes that support disciplined account management and growth.
B2C Lead Flow and Call Center Operations
• Design and improve the flow of consumer inquiries from the Mealz application, website, marketing channels, and other sources into HubSpot and the call center.
• Establish lead qualification, prioritization, assignment, response-time expectations, follow-up cadences, and escalation procedures.
• Equip call center staff with clear queues, customer history, booking information, task lists, and standardized disposition tracking.
• Improve handoffs between customer inquiries, restaurant coordination, booking confirmation, and post-booking follow-up.
• Identify and address unassigned leads, delayed responses, abandoned inquiries, stalled bookings, and other points where customers or revenue opportunities are lost.
• Develop processes that support repeat bookings, customer reactivation, and a consistent service experience.
Reporting, Productivity, and Revenue Operations
• Build dashboards and recurring reports that give leadership and operating teams visibility into pipeline health, employee productivity, onboarding progress, booking conversion, and revenue opportunities.
• Define consistent metrics and reporting standards, including lead response times, contact rates, follow-up completion, stage conversion, onboarding cycle time, restaurant activation, booking value, and repeat customer activity.
• Evaluate productivity alongside business outcomes, connecting team activity to completed onboarding, confirmed bookings, service quality, and revenue.
• Analyze performance by lead source, customer segment, restaurant partner, location, and team to identify bottlenecks and growth opportunities.
• Partner with Finance and leadership to align reporting definitions for gross booking value, Mealz revenue, cancellations, refunds, and other relevant marketplace measures.
• Support forecasting, funnel analysis, campaign attribution, and resource planning through reliable data and actionable recommendations.
Process Improvement and Cross-Functional Execution
• Document operating procedures, system requirements, handoffs, and responsibilities across the revenue and customer lifecycle.
• Maintain and prioritize a roadmap of CRM enhancements, workflow improvements, and automation opportunities based on business impact.
• Translate feedback from Sales, restaurant partners, customers, and the call center into clear requirements for Product and Engineering.
• Coordinate operational readiness for new features and processes, including testing, training, documentation, and adoption.
• Improve interim manual processes as the Mealz application evolves and manage their transition into scalable system-supported workflows.
• Establish appropriate system access and data-handling practices in coordination with technical and legal stakeholders.
Requirements:
WHAT WE'RE LOOKING FOR
• CRM and revenue operations experience: Demonstrated experience in revenue operations, sales operations, CRM management, or business systems, with ownership of processes supporting sales, customer service, and operational teams.
• Strong HubSpot expertise: Hands-on experience configuring and administering HubSpot, including pipelines, lifecycle stages, properties, record associations, workflows, lead routing, permissions, and dashboards.
• Workflow design and automation: Proven ability to translate business needs into practical workflows that reduce manual work, improve follow-up, and create clear accountability across teams.
• Systems integration and data management: Experience working with Product and Engineering on application-to-CRM integrations, including field mapping, unique identifiers, data relationships, testing, and troubleshooting. Strong understanding of data quality and source-of-truth ownership.
• B2B onboarding and sales enablement: Experience developing onboarding processes, checklists, handoffs, and launch requirements for business partners or customers, with a willingness to assist directly with setup and issue resolution.
• B2C lead and customer service operations: Experience managing consumer inquiry flows, lead qualification and assignment, response-time standards, follow-up cadences, and escalation processes, ideally within a call center or booking environment.
• Reporting and analytical skills: Ability to build reliable dashboards, analyze funnels, identify bottlenecks, and connect team activity to conversion, onboarding speed, customer retention, and revenue. Strong spreadsheet skills.
• Cross-functional execution: Ability to turn operational needs into clear requirements and coordinate implementation with Sales, Operations, Marketing, Finance, Product, and Engineering.
• Documentation, training, and adoption: Experience creating operating procedures, training users, and ensuring teams consistently follow new processes and use systems effectively.
• Ownership and adaptability: Strong attention to detail, sound prioritization, and comfort building processes in a growing business where systems and requirements are evolving.
