• Act as the primary escalation point for complex or high-impact IT issues, performing deep troubleshooting across SaaS platforms, identity systems, and endpoint environments • Diagnose and resolve issues related to SSO, MFA, user provisioning/deprovisioning, and access controls within Okta • Administer and optimize Google Workspace (user lifecycle, groups, admin policies, security settings, and integrations) • Manage Slack administration, including workspace configuration, app integrations, permissions, and governance • Investigate and remediate issues involving SaaS integrations (e.g., SCIM provisioning, API-based workflows, SAML configurations) • Support device provisioning workflows and ensure secure configuration standards for endpoints • Monitor system health and proactively identify reliability, performance, and security issues • Leverage automation and AI-driven tools to streamline IT operations, optimize ticket resolution workflows, and enhance the overall employee support experience • Drive end-to-end delivery of IT initiatives by coordinating across systems, stakeholders, and dependencies to ensure scalable and reliable implementations • Translate business requirements into technical solutions, defining workflows, system logic, and integration patterns across SaaS platforms • Lead incident retrospectives and root cause analyses for high-impact issues, implementing long-term fixes and preventative controls • Establish and evolve IT operational frameworks, including onboarding workflows, access governance models, and system standardization • Partner with Engineering and Security teams to evaluate, select, and integrate new tools into the existing IT ecosystem • Build and optimize identity and access models (e.g., role-based access control, group-based provisioning) to improve security and operational efficiency • Develop and maintain system integration maps and documentation to ensure visibility across tools, data flows, and dependencies • Drive continuous improvement initiatives by analyzing operational data (ticket trends, access requests, system usage) and implementing scalable solutions • Support audit readiness by ensuring systems, processes, and documentation align with HIPAA and SOC 2 requirements

Role Description The Director of Growth Operations is responsible for building, scaling, and optimizing the systems, processes, and data infrastructure that power Drug Hunter’s commercial growth engine. This role owns the end-to-end operational foundation across Sales, Marketing, and customer-facing functions — with deep expertise in CRM architecture, data governance, revenue analytics, and cross-functional process design. The Director of Growth Operations is both a strategic architect and a hands-on operator. They will lead the transformation of our HubSpot environment into a reliable, scalable, and trusted system of record, while orchestrating data across our commercial tech stack to enable data-driven decision-making at every level of the organization. This role partners closely with Sales, Marketing, Customer Success (IRR), and Finance to build the operational backbone that enables cohesive, scalable growth. Key Responsibilities - CRM Architecture & Governance - Own the end-to-end HubSpot environment — including architecture, configuration, workflows, lifecycle stage design, and system administration. - Lead a comprehensive assessment of the current CRM state and develop a prioritized 30/60/90-day roadmap for remediation, optimization, and long-term scalability. - Design and enforce data governance standards including rules for contact and company data quality, deduplication, ownership attribution, and lifecycle management. - Implement preventive controls, validation rules, and automated workflows to sustain data quality. - Build and maintain CRM health metrics and dashboards that provide ongoing visibility into data integrity and system performance. - Data Governance & Hygiene - Develop and execute a systematic approach to cleaning, validating, and standardizing company and contact records at scale. - Define and implement governance policies that enforce data consistency across teams. - Establish a framework of data quality KPIs and report on them regularly. - Partner with Sales, Marketing, and IRR to build habits and accountability structures that sustain clean data over time. - Territory Design & Account Assignment - Operationalize nuanced territory segmentation and account assignment rules within HubSpot. - Partner with Sales and Marketing leadership to define segmentation logic, ownership criteria, and routing rules. - Build account assignment and routing automations that reduce manual effort and improve consistency. - Maintain clear, accessible documentation of all territory and segmentation frameworks across teams. - Data Orchestration & Commercial Intelligence - Design a data orchestration strategy that connects HubSpot, SendGrid, Mixpanel, Looker, Clerk, and UserPilot. - Define a pragmatic path to a single source of truth for commercial metrics. - Enable Marketing to experiment and optimize communications based on behavioral, engagement, and lifecycle data. - Surface actionable intelligence across targeting, conversion, retention, and expansion opportunities. - Sales, Marketing & IRR Alignment - Build the operational connective tissue between Sales Hub and Marketing Hub. - Design and implement shared lifecycle stages, lead routing logic, and SLA frameworks. - Drive operational cohesion across the Growth organization through consistent processes. - Leverage Marketing Hub as a platform for delivering a holistic view of commercial performance. - CRM as the Financial Source of Truth - Build ARR, GRR, and NRR reporting frameworks within HubSpot. - Partner with Finance to align on definitions and reconcile reporting discrepancies. - Design leadership dashboards that provide real-time visibility into pipeline, forecast, and recurring revenue KPIs. - Define and socialize the core commercial KPI framework. - Change Management & Organizational Enablement - Develop and execute a change management strategy for CRM process improvements. - Build enablement materials, training programs, and process documentation. - Communicate roadmap priorities, initiative progress, and operational outcomes clearly to leadership. - Establish feedback loops with commercial teams to continuously refine processes and tooling. Qualifications - 8+ years of experience in Revenue Operations, Growth Operations, Sales Operations, or a related field. - At least 2–3 years in a leadership or senior individual contributor capacity. - Deep, hands-on expertise in HubSpot (Sales Hub and Marketing Hub). - Demonstrated experience designing data orchestration strategies across multi-platform commercial stacks. - Proven track record of driving CRM transformation and organizational adoption. - Experience building ARR/MRR/GRR/NRR reporting frameworks. - Strong analytical and problem-solving skills. - Excellent written and verbal communication skills. - Comfortable leading change management across Sales, Marketing, and Customer Success teams. Success in This Role Looks Like - HubSpot is a reliable, clean, and trusted system of record for commercial data. - Sales, Marketing, and IRR teams operate with consistent processes and shared metrics. - Finance uses CRM-sourced ARR, GRR, and NRR data as the organization’s source of truth. - Territory and account assignment rules are fully operationalized and automated. - Leadership has real-time visibility into pipeline health and commercial KPIs. - The Growth organization has a coherent, multi-platform view of customer behavior. - Change management is executed with high adoption and minimal regression.

• Operation and maintenance of Jira and Confluence in customer environments (Data Center & Cloud) • Updates and patch cycles on Linux servers (Ubuntu/Debian) and monitoring of AWS/EKS environments • Scripting with Bash and Python for recurring processes (backups, user provisioning) • Maintaining technical documentation and the knowledge base to retain team knowledge

• Own and evolve architecture within a defined infrastructure domain • Design and implement scalable, reliable systems spanning multiple teams or environments • Establish and promote best practices, patterns, and standards within the domain • Contribute to medium- and long-term technical strategy (typically 6-18 months) • Lead delivery of ambiguous, high-impact infrastructure projects • Break down elaborate system problems into implementable solutions • Drive migrations, re-architectures, and performance/reliability improvements • Remain hands-on with critical systems and implementations • Work across teams (IT, SRE, Security, Service Owners) to unify solutions. • Influence technical decisions through design reviews and collaboration • Ensure systems integrate cleanly across infrastructures (office, DC, cloud) • Improve system reliability through monitoring, alerting, and operational design • Contribute to defining SLIs/SLOs and capacity planning within the domain • Participate in and lead root cause analysis for complex incidents • Decrease operational toil through automation and system improvements • Design and support core infrastructure components (compute, DNS, networking, identity, etc.) • Drive improvements in performance, scalability, and dependability • Contribute deep expertise in at least one area (e.g., DNS, network architecture, cloud infra) • Build and improve automation using scripting and Infrastructure as Code • Contribute to internal tooling and platform improvements • Promote repeatable, standardized approaches to system management • Mentor engineers and guide system design and troubleshooting • Raise the technical quality of the team through reviews and shared practices • Act as a go-to resource within the domain • Maintain clear documentation, diagrams, and runbooks for systems owned • Ensure systems are understandable and operable by others • Contribute to knowledge sharing across teams