• Support US-based clients through onboarding, platform adoption, and locator support. • Learn the business by performing the day-to-day operational work yourself. • Identify trends in client questions, support activity, and platform usage. • Investigate issues and recommend practical improvements. • Improve SOPs, onboarding materials, and internal documentation. • Share operational insights and product feedback with management and engineering. • Coordinate with internal teams to resolve client issues.

• Consultant lifecycle — end to end. From the moment a placement is confirmed to the day a consultant exits, you own the experience. Onboarding, check-ins, contract renewals, offboarding — all of it, across 10+ countries. • Multi-country compliance and EOR management. You'll personally manage our EOR provider relationships across active markets. Visa and right-to-work processes, payroll accuracy, country-specific compliance — this is yours to own, not delegate. • Client operations. You're the primary point of contact when things need to be resolved. Client escalations, invoicing coordination alongside RevOps, PSA administration, vendor and IT management — the infrastructure that keeps the business running. • Your team. You'll lead a Consultancy Engagement Lead and two Consultancy Engagement Coordinators — setting standards, running 1:1s, developing each person, and building a team that performs under pressure.

• Serve as the primary business owner and relationship manager for Medical Guardian's monitoring center partners. • Establish, monitor, and enforce performance expectations, service levels, and operational standards with monitoring vendors. • Analyze monitoring center performance data and trends to identify opportunities for improvement and risk mitigation. • Drive continuous improvement initiatives focused on alarm handling, response times, service quality, operational efficiency, and member experience. • Conduct regular business reviews with monitoring partners and hold vendors accountable for achieving agreed-upon performance targets. • Monitor agent performance, automation effectiveness, workflows, and downstream operational processes to ensure reliable and consistent execution. • Ensure alarm monitoring protocols, operational procedures, and data management processes support ongoing compliance requirements, regulatory expectations, and business standards. • Develop, maintain, and govern standard operating procedures (SOPs) related to monitoring operations and alarm handling. • Partner cross-functionally with Operations, Technology, Product, Member Services, Training, Compliance, and Executive Leadership to ensure monitoring operations support evolving business needs. • Track, analyze, and report key operational metrics and performance indicators to stakeholders across the organization. • Provide timely communication regarding performance results, emerging risks, operational issues, outages, and service disruptions. • Lead vendor accountability efforts related to incident management, root cause analysis (RCA), corrective actions, and long-term mitigation planning. • Identify and proactively address member experience issues impacting customer retention, satisfaction, and operational effectiveness. • Monitor and evaluate member attrition trends related to monitoring experiences and partner with stakeholders to implement corrective actions. • Build, recruit, onboard, train, and lead a Quality Assurance team supporting Member Experience operations. • Design and implement scalable quality monitoring programs, evaluation frameworks, and performance review processes. • Develop quality scorecards, audit methodologies, reporting mechanisms, and coaching processes. • Partner with department leaders to establish quality standards and performance expectations across customer-facing teams. • Deliver actionable quality insights and recommendations that improve agent performance, customer outcomes, and operational consistency. • Evaluate, select, and implement quality monitoring technologies, including AI-powered quality management and analytics solutions. • Create and maintain quality documentation, workflows, templates, and governance standards. • Lead ongoing calibration efforts to ensure consistency and fairness across quality evaluations. • Establish quality metrics, reporting dashboards, and executive-level performance communication.

Role Description Triple Whale is moving quickly across renewals, customer migrations, credits, usage, discounts, approvals, billing workflows, and commercial exceptions. As these motions continue to scale, we have a meaningful opportunity to strengthen the Deal Desk processes, systems, and operating rules that help teams evaluate requests, manage approvals, coordinate renewals, and handle customer-specific exceptions. As the Deal Desk Operations Lead, you will assess the current Deal Desk motion, identify where workflows and systems can be simplified or improved, and bring more structure to how discounts, exceptions, approvals, renewals, credits, pauses, refunds, and billing-related requests are managed across the business. You will work closely with various teams to improve and automate Deal Desk processes so teams can move faster with clearer approval paths, better visibility, stronger field guidance, and fewer manual handoffs. This is a highly cross-functional role for someone who can operate in ambiguity, build scalable processes, support reps in the moment, and help Triple Whale evolve its quote-to-cash and commercial exception infrastructure. What You’ll Drive - Deal Desk Process Diagnosis and Improvement: Assess the current Deal Desk motion across discounts, approvals, renewals, billing exceptions, credits, refunds, pauses, usage-based pricing, and commercial concessions. Identify gaps, simplify workflows, and create a more scalable process based on prior Deal Desk / RevOps experience. - Non-Standard Deal Support and Pricing Guidance: Partner with Account Executives and Account Managers on non-standard deal structures, pricing guidance, discounting questions, customer-specific exceptions, and migration-related scenarios. - Discounting Guidelines and Approvals: Maintain discount thresholds, approved ranges, approval requirements, escalation paths, and audit expectations. - Commercial Exception Management: Manage intake, routing, follow-up, and resolution for non-standard requests. - Renewal Operations and Scheduling: Coordinate renewal timing, scheduling, handoffs, and operational follow-through. - Customer Migration Support: Support customer migration by helping surface renewal timing, exception categories, discount implications, system requirements, and customer-specific review needs. - Credits, Usage, Add-ons, and Billing Workflows: Help clarify how credits, recurring usage, add-ons, feature access, and billing-related requests should move through Deal Desk workflows. - Training and Field Enablement: Coordinate, design, and deliver training materials for internal teams and stakeholders. - Reporting and Visibility: Create leadership visibility into discount usage, exception trends, renewal status, migration progress, approval bottlenecks, system gaps, and areas where process needs refinement. - Cross-Functional Execution: Partner with various teams to ensure Deal Desk workflows are understood, followed, and continuously improved. - Deal Desk / CPQ Solution Requirements: Translate Deal Desk workflow requirements into clear tooling requirements for Internal Systems / Product. Qualifications - 6+ years of experience in Deal Desk, Revenue Operations, Billing Operations, Sales Operations, Pricing Operations, SaaS Operations, or a similar GTM operations role. - Strong understanding of SaaS billing, subscriptions, renewals, discounting structures, credits, add-ons, quote-to-cash workflows, Deal Desk systems, and commercial approvals. - Experience diagnosing and improving Deal Desk, approval, renewal, billing exception, or quote-to-cash workflows. - Experience supporting Sales, Account Management, CS, or Renewals teams on non-standard pricing, commercial terms, approvals, or deal structure. - Experience with HubSpot, Salesforce, Stripe, Chargebee, NetSuite, Ironclad, DocuSign, Jira, or Deal Desk / CPQ tooling. - Experience managing cross-functional workflows across Sales, CS, Renewals, Finance, RevOps, BizOps, Product, and/or internal systems teams. - Strong operational judgment around when to create process, when to simplify, and when to escalate. - Ability to turn ambiguous business needs into clear operating rules, workflows, and requirements. - Comfort working with billing systems, CRM systems, approval workflows, contracts, and internal tooling. - Strong attention to detail in workflows where accuracy, approvals, and customer impact matter. - Ability to build trust with commercial teams while still maintaining process discipline. - Strong communication skills and the ability to explain policy, process, and tradeoffs clearly. - Ability to create clear training materials, field guidance, enablement resources, and process documentation for internal teams. Nice to Have - Experience implementing, administering, or evaluating Deal Desk, CPQ, CLM, or approval workflow software. - Experience supporting operational changes tied to pricing, packaging, renewals, migrations, usage-based pricing, or billing workflows in a SaaS business. - Experience with customer migration projects, packaging transitions, or legacy plan cleanup. - Experience building discount reporting, approval dashboards, Deal Desk SLAs, or renewal operating cadences. - Baseline knowledge of ASC 606 and revenue recognition implications. - Familiarity with usage-based pricing, credits, AI usage, or add-on monetization. - Basic SQL or data-analysis comfort to investigate discrepancies and validate business logic. - Experience working in a fast-moving, high-growth environment where systems and processes are still being built. Why This Role Matters This role will help Triple Whale create a more scalable, consistent, and rep-friendly Deal Desk motion. You will help the business move faster while reducing confusion, improving approval discipline, increasing visibility, and making it easier for teams to manage complex renewals, migrations, usage, credits, discounts, and commercial exceptions. You will help build the systems, workflows, and guidance that allow Triple Whale to scale commercial operations with greater clarity, consistency, and control. Our Values - We Are Customer Obsessed: Everything we do is designed to create a positive impact for our customers. - We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. - We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve. - We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new paths. - We Act Like A Mensch: We act with honor, integrity, and empathy, and have deep respect for our customers and each other. Base Compensation Range $110,000-$135,000. Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location. Join Us in Making Waves If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment. Got here thanks to a friend? Splash some gratitude their way! They'll need to submit your application through our referral system to make it official.