Business Operations Manager

Summary

Pathpoint builds and runs production systems that support quoting, binding, and servicing E&S insurance for agencies nationwide. The Business Operations Manager will own the communications domain across lifecycle messaging, shared inboxes, telephony, reporting, automation, and production AI systems, while improving processes and ensuring reliable customer-facing communications.

Responsibilities

• The communications layer stack end to end, currently running on:: + Customer.io: segmentation, Liquid templating, lifecycle and transactional campaigns, and the data pipeline that feeds them. + Front: shared inbox administration and operations. Routing, triage, rules and automation, assignment, permissions, and workload distribution across the teams working in it, plus turning high-volume inbound into signal. + Dialpad and Attention: telephony administration, conversation intelligence, insight generation, and making our call data as useful as our written channels
• Reporting across the domain. Some of these systems are new and do not have reporting developed yet. You will write the SQL, build the reporting, and be the person who can say whether what you shipped worked
• Production AI systems in this domain: extending and operating our existing AI email agents, monitoring them, catching regressions, and tuning them. You will not need to architect new agents from scratch, but you will be the person who knows when one is behaving badly and why
• Quality and rollout for customer-facing communications: evaluation approaches, guardrails, staged releases, and the judgment to know when a system is ready for production and when it isn't
• You'll operate in a business operations team, which means domain ownership comes with range. You won't be the deepest person in these on day one, but you'll be expected to work in them as needed with support from the team:
• Salesforce, as a reader: your systems read CRM data by way of our warehouse, so understanding an unfamiliar enterprise data model matters. Administering it does not; others cover that
• The n8n automation layer where workflows that integrate Salesforce, our communications platforms, and LLM APIs live

Skills

• 3-6 years in marketing operations, revenue operations, business operations, or a similar systems-heavy role. We care more about what you've shipped than how long you've been shipping. If your experience is unusually deep for its length, we want to hear from you
• Ability to write SQL against a production warehouse independently. You will own reporting for your domain. You should be able to reason about joins across several tables and know why a plausible-looking number is wrong before you send it to anyone
• Platform skill in at least one communications system, either a lifecycle and campaign platform (Customer.io, Braze, Iterable, Marketo) or a shared inbox and support platform (Front, Zendesk, Intercom, Gmail or Outlook shared mailboxes at volume), including templating or routing logic and data integration, not just campaign building
• Comfort with APIs, webhooks, and data syncs, including systems with poor documentation or none. Everything in this stack is joined together by them and there is no engineer to hand that work to
• Evidence you have designed a system other people work inside: queues, routing, escalation, SLAs, or anything where a human operator's day depends on your design being right
• Hands-on experience operating AI in production, not just using it. You've extended and run LLM-powered workflows or agents that real users depend on, you've dealt with prompt regressions, evaluation, and failure modes, and you have opinions about what makes AI systems reliable versus demo-ware
• Strong communication judgment. This role will own domains where language is going out under our name, written or spoken through our systems, and you can tell the difference between a message that's fine and one that's right
• An owner's disposition. You debug your own work, you fix root causes rather than filing tickets, and when something breaks near your domain, your first move is to pick it up, not to ask whose it is
• We are unable to provide visa sponsorship for this position at this time. By applying to this job, you confirm that you are eligible to work in the U.S. without requiring visa sponsorship now or in the future
• N8n, Zapier, or similar workflow-automation depth
• Salesforce administration at the object and automation level
• Insurance or fintech operations exposure
• Experience being the sole or founding owner of a system surface
• Experience building system integrations
• Prior roles in Sales Operations, Marketing Operations, or Revenue Operations

Qualifications

Must Haves

• 3-6 years in marketing operations, revenue operations, business operations, or a similar systems-heavy role. We care more about what you've shipped than how long you've been shipping. If your experience is unusually deep for its length, we want to hear from you
• Ability to write SQL against a production warehouse independently. You will own reporting for your domain. You should be able to reason about joins across several tables and know why a plausible-looking number is wrong before you send it to anyone
• Platform skill in at least one communications system, either a lifecycle and campaign platform (Customer.io, Braze, Iterable, Marketo) or a shared inbox and support platform (Front, Zendesk, Intercom, Gmail or Outlook shared mailboxes at volume), including templating or routing logic and data integration, not just campaign building
• Comfort with APIs, webhooks, and data syncs, including systems with poor documentation or none. Everything in this stack is joined together by them and there is no engineer to hand that work to
• Evidence you have designed a system other people work inside: queues, routing, escalation, SLAs, or anything where a human operator's day depends on your design being right
• Hands-on experience operating AI in production, not just using it. You've extended and run LLM-powered workflows or agents that real users depend on, you've dealt with prompt regressions, evaluation, and failure modes, and you have opinions about what makes AI systems reliable versus demo-ware
• Strong communication judgment. This role will own domains where language is going out under our name, written or spoken through our systems, and you can tell the difference between a message that's fine and one that's right
• An owner's disposition. You debug your own work, you fix root causes rather than filing tickets, and when something breaks near your domain, your first move is to pick it up, not to ask whose it is
• We are unable to provide visa sponsorship for this position at this time. By applying to this job, you confirm that you are eligible to work in the U.S. without requiring visa sponsorship now or in the future

Nice to Haves

• n8n, Zapier, or similar workflow-automation depth
• Salesforce administration at the object and automation level
• Insurance or fintech operations exposure
• Experience being the sole or founding owner of a system surface
• Experience building system integrations
• Prior roles in Sales Operations, Marketing Operations, or Revenue Operations

Benefits

• Insurance coverage fit for an insurance company – with some plans at no cost to you
• Equity
• 401(k) with a 2% bi-weekly employer match
• 20-days of PTO (increased to 25-days after 2-years)
• Professional development opportunities
• Remote-first working environment with investments in in-person collaboration
• Annual $500 home office stipend
• Monthly $75 internet stipend
• Generous paid parental leave
• An insurance partner offering unique opportunities for professional growth