Role Description Make Marketing, Sales, and CS meaningfully more productive through trusted tooling and data. Own Docplanner’s GTM tech blueprint and turn it into shipped value fast with a small, high-leverage team, AI-powered automation, product mindset, tight user loops, and predictable delivery. We are mid-migration to Salesforce for Sales, CS and Care while Marketing remains on HubSpot. Our GTM teams need higher throughput and fewer manual steps; fragmented ownership across internal systems slows them down and hurts data quality. We need a single accountable leader who can design, build and ship like a founder, while running a disciplined SDLC and vendor model at scale. What you will do - Own: - End-to-end GTM technology strategy and blueprint (CRM, Marketing, CPQ, integrations, AI, identity), with clear accountability, cost awareness and governance - Platform reliability, data quality and service standards across all GTM systems - Deliver: - Complete and stabilize the Salesforce migration with strong adoption and measurable SLAs - Predictable execution through quarterly commitments, short delivery cycles and visible productivity gains - Seamless Salesforce ↔ HubSpot integration and trusted GTM data flowing to the DWH - AI-powered automation that removes manual work and improves speed and insight - Build: - A high-performing GTM systems team and Center of Excellence - Modern delivery and operating model (CI/CD, release discipline, service catalog, SLOs) - Strong vendor partnerships with clear ROI, SLAs and accountability *This role reports to the COO, with a dotted line to the CPTO. What success looks like (12+ months) - Platform & Ownership: - Salesforce migration complete, stable and widely adopted with clear SLAs - End-to-end ownership of all GTM tools with a published service catalog, RACI and intake SLAs - Reliable Salesforce ↔ HubSpot ↔ DWH integrations and trusted GTM reporting - Reliability & Productivity: - Operational excellence: incident rate ↓50%, MTTR < 4h, change failure rate <10% - At least 3 AI automations live, delivering meaningful frontline time savings - Data quality improving quarter over quarter through automated controls - People & Impact: - Stakeholder NPS up across Sales, CS, Care and Finance - Small, senior, high-output team in place; vendors performing against SLAs Measured By: - Time-to-production and release predictability - Service SLOs (availability, data freshness, sync success) - GTM productivity gains and tool adoption - Data quality and reconciliation accuracy - Cost vs plan and vendor SLA attainment Qualifications - 5+ years building and leading GTM / business systems in scaled SaaS or marketplace environments - Delivered a large, multi-country CRM or Service transformation - Hands-on ownership of Salesforce Sales & Service and a GTM Systems CoE - Shipped AI-powered automations in real GTM workflows - Led senior program and vendor management, including RFPs, SLAs, and TCO / ROI evaluation Skills - Salesforce delivery excellence: CI/CD, environments, releases, SLAs, incidents, and enablement - HubSpot expertise and proven Salesforce ↔ HubSpot integrations - Strong integration and data foundations (APIs, iPaaS, data quality, observability) - Clear executive communication; turns ambiguity into pilots, roadmaps, and results - Builder with a product mindset - High ownership; reliable partner to executives and teams

• Responsible for monitoring, controlling, and managing business operations to meet customer expectations and company goals. • Assist Service Managers in day-to-day coordination and management of business operational activities. • Monitor, control and manage business operations to meet client expectations and company goals. • Liaise between customer and management to ensure smooth operations delivery. • Coordinate and manage project tasks to ensure project delivery within allotted budget and timelines. • Ensure compliance with company standards and procedures. • Build and maintain strong customer relationships through regular meetings and communications. • Lead internal project meetings with various stakeholders and document project meetings. • Schedule and participate in external project meetings and document project meetings. • Manage to completion multiple high-priority project issues to timely completion. • Evaluate current operational performance and provide strategic plans for improvements. • Provide direction and guidance to internal teams to achieve performance targets. • Identify problems in operations processes and resolve them quickly and timely. • Follow standard operating procedures for efficient business operations. • Maintain clear and accurate operations documents/procedures for reference purposes. • Ability to perform all essential administrative duties. • Set up and maintain project filing system. • Cost code vendor invoices and/or verify correct codes. • Prepare and document extra work orders. • Notify subcontractors regarding change orders and follow-up on change orders. • Prepare subcontracts and purchase orders. • Assist Service Managers with monthly job profitability reviews and work with internal teams to meet profitability goals. • Track CMMS work orders and review for completeness and approve/reject for invoicing. • Create invoices for review and approval by PM prior to submission to Owner. • Assessing and suggesting improved processes, collaborating on new technologies, and coordinating with management regarding the implementation of these improvements. • Champion diversity and inclusion as an unconscious part of the company culture.

• Analyzes, plans, and implements moderately complex operational process improvement needs • Acts as a re-engineering consultant to other transformation teams in methods, techniques, and tools • Works closely with Lean Six Sigma Black Belts and CX teams to document existing processes • Conducts a thorough gap analysis to identify inefficiencies and suggesting improvements • Writes and maintains clear, concise, and standardized Standard Operating Procedures (SOPs) • Conducts periodic reviews and validations of process documentation to ensure compliance with operational standards • Collaborates with the training department to align training materials with documented processes • Creates and maintains documentation templates, tools, and resources

• Manage day-to-day execution across relevant functional areas, ensuring seamless delivery across the full client lifecycle — from pilot scoping through implementation, renewal, and ongoing engagement. • Own pricing and utilization management analytics, applying financial and analytical rigor to structure deals that balance client needs with Papa's commercial objectives. • Lead client implementation processes end-to-end, driving cross-functional accountability across CS, Ops, Product, and Engineering to deliver on milestones and SLAs. • Own the cross-functional issue log, triaging and resolving complex, systemic client escalations and operational issues in partnership with Product, IT, Operations, Sales, and Data teams. • Serve as a workstream owner on key company-wide initiatives, driving execution from scoping through delivery with clear accountability and stakeholder alignment. • Manage and develop 1-2 direct reports, providing clear direction, feedback, and growth opportunities. • Identify and close operational gaps across relevant functional areas, deploying effective processes and tooling to improve performance and scalability.