Sales Strategy and Operations Lead

About Empathy

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

We're looking for a hands-on, execution-focused Sales Strategy and Operations Lead to serve as the operational backbone of our commercial organization. This is an individual contributor role reporting directly to the Director of Revenue Operations.

This role is for an experienced builder who has stood up sales operations infrastructure from scratch and knows what good looks like at scale. Someone who rolls up their sleeves, ships fast, and works shoulder-to-shoulder with Sales and cross-functional partners every day. You will be the trusted operational partner to our sales leaders and you will own the forecasting, planning, and reporting layer that leadership uses to run the business. You will also work very closely with the GTM cross-functional team including Marketing, Finance, and CS. 

You will play a critical role in:

• Partnering with Sales Leadership as their primary operations counterpart
• Owning forecasting, pipeline, and the reporting layer that powers executive decisions
• Designing the territory, quota, and capacity models that shape how we grow
• Turning Salesforce into a true system of action for the field

What You'll Own:

Sales Partnership

• Serve as the day-to-day strategic and analytical right hand to frontline sales leaders, embedded in their pipeline reviews, forecast calls, and planning cycles
• Translate sales leadership priorities into crisp, executable workflows for the field
• Bring the data and the point of view that help sales leaders make faster, sharper decisions

Forecasting & Pipeline

• Drive pipeline hygiene through clear stage exit criteria, definitions, and automated enforcement in Salesforce and Sweep through direct partnership with Sales Leadership and RevOps, 
• Build leading-indicator reporting so the team sees trouble early instead of at quarter end
• Tighten forecast accuracy quarter over quarter by tracking forecast vs. actuals, identifying patterns in miss categories, and refining methodology based on what the data shows
• Run the weekly forecasting cadence across all GTM channels, including deal inspection, roll-ups, and commentary for executive review

Planning & GTM Design

• Partner with the Director of Revenue Operations on annual and quarterly planning, including territory design, quota setting, segmentation, and capacity modeling
• Run diagnostic analyses on win rates, sales cycle, ASP, and channel performance, and turn findings into clear recommendations for leadership

Systems & Tooling

• Serve as the primary point of contact for our GTM tech stack, including Salesforce, HubSpot, Sweep, and Gong. Responsibilities include day-to-day administration, building and maintaining workflows and reporting, and triaging field requests.
• Build and maintain the core reporting layer covering pipeline health, conversion rates, rep productivity, and forecast accuracy
• Analyze sales and pipeline data to surface actionable insights, identify trends, and deliver recommendations that help leadership prioritize strategies and execution
• Partner with Enablement to operationalize process changes so field adoption sticks

Who You Are

• 4 to 6 years in Sales Operations, Revenue Operations, or Sales Strategy at a high-growth B2B SaaS company, or Consulting / Investment Banking
• A proven partner to sales leadership, with a track record of building trust and influence with frontline commercial teams
• Highly hands-on. You execute, not just plan
• Deep Salesforce expertise, including reporting, workflows, and declarative automation
• Strong analytical chops with fluency in spreadsheets and BI tools
• Excellent communicator who can translate data into a point of view senior leaders can act on
• Resourceful and proactive, with a bias toward shaping the business instead of firefighting
• Comfortable operating in a fast-paced, high-growth environment where you are building from scratch, educating stakeholders on new processes, and driving transformation across teams without established playbooks
• Strong preference for bachelor's degree in Business Administration, Finance, Economics, Accounting, Marketing, or a related business discipline. This role requires strong foundational knowledge in business analysis, financial modeling, and commercial operations.
• This role would be based 3x a week in our NYC office

Preferred Qualifications

• MBA or other relevant advanced degree
• Experience with Clay, Salesloft, Tableau, and Clari
• Experience supporting a multi-channel GTM motion (direct, channel, partner)
• Familiarity with formal sales methodologies and qualification frameworks

The salary for this position is approximately $150,000-$170,000, plus equity and full benefits package. The exact compensation is decided based on many factors, including but not limited to: skills, qualifications, and geographic location.

To support our employees, we offer comprehensive benefits both in and out of the office. These include premium healthcare, comprehensive paid time off, and flexible parental leave. Our bereavement care includes premium access to the Empathy platform and support for employees and their families. We support financial wellness with a company-sponsored 401(k) plan and up to a 4% employer match, along with competitive stock options. With annual retreats, team lunches for our NYC office, and a remote employee stipend, we prioritize spending time together and investing in our people. We hope you will want to join our exceptional team!