ABOUT THE DEPARTMENT

BILLs Go-To-Market (GTM) Operations team is the connective tissue across Marketing, Product-Led Growth (PLG), and Sales — building the infrastructure, processes, and programs that enable scalable, data-driven growth. We’re focused on creating frictionless user journeys, accelerating platform adoption, and delivering personalized experiences across the customer lifecycle.
We’re currently investing in automating our Customer Journey framework to guide users to value faster, and we need an operational program lead to bring it to life.

WE ARE LOOKING FOR A CUSTOMER JOURNEY OPERATIONS MANAGER–PLG JOURNEYS TO SERVE AS THE DAY-TO-DAY OWNER OF THE CUSTOMER LIFECYCLE ENGINE AND RELATED JOURNEY LOGIC. THIS PERSON WILL WORK ACROSS TEAMS TO GATHER BUSINESS REQUIREMENTS, MAP OUT LOGIC AND TRIGGER RULES, AND COORDINATE JOURNEY BUILDS THAT SCALE INTELLIGENTLY ACROSS OUR PLG MOTION.

This is a critical role that blends program management, customer lifecycle strategy, and platform enablement — ensuring that the right recommendations reach the right users at the right time, using the best data available.

REQUIRED EXPERIENCE

• 3–6 years of experience in Program Management, Marketing Ops, Lifecycle/Growth Marketing, or GTM Operations.
• Strong experience gathering business requirements and translating them into operational or technical specifications.
• Experience working with lifecycle marketing platforms and journey orchestration tools (Inflection.io, Braze, Iterable, etc.).
• Familiarity with Customer Data Platforms (Segment, mParticle, RudderStack) and data activation workflows.
• Experience managing cross-functional programs and coordinating across Marketing, Product, and Engineering.
• Strong understanding of customer journey mapping, lifecycle stages, and recommendation logic.

PREFERRED QUALIFICATIONS

• Exposure to product-led growth environments and lifecycle marketing frameworks.
• Experience using analytics tools (Looker, Amplitude, Tableau) to evaluate journey performance and identify optimization opportunities.
• Basic fluency in marketing data concepts such as segmentation, trigger events, and behavioral scoring.
• Experience with logic frameworks such as decision trees, eligibility rules, or prioritization matrices.

INNOVATE WITH PURPOSE

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.
Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. We’re committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another.
✨ Let’s give businesses more time for what matters.

KEY RESPONSIBILITIES

• Act as the central point of coordination for the design, execution, and ongoing management of BILL.com’s GTM engine.
• Gather and document business requirements from key stakeholders across Product, Marketing, RevOps, and Customer Success.
• Translate requirements into clear business logic, user states, triggers, and prioritization rules for recommendations across the customer lifecycle.
• Collaborate with Marketing Ops, Data Engineering, and Product Growth teams to define and implement logic within Inflection.io, our CDP, and analytics tools.
• Sequence out the customer journey needs across different user segments and lifecycle stages (e.g., onboarding, adoption, retention, expansion).
• Drive cross-functional alignment on journey prioritization, audience eligibility, and message sequencing to reduce channel and message conflict.
• Identify and recommend journey optimizations based on performance data, product changes, or evolving business needs.
• Maintain detailed documentation of logic flows, decision trees, campaign eligibility criteria, and platform capabilities.
• Help accelerate time-to-value for our journey platform and ensure consistent governance of program logic and design.