Revenue Experience Architect

HelpGrid is looking for a systems thinker and builder — someone who can map out messy sales and support journeys, find what’s broken or inefficient, and design smarter, faster, and more profitable experiences across the business. This is not a task-oriented project manager role. This is about owning outcomes, not just activity.You’ll start by auditing and improving the customer support journey — identifying where money is lost due to agent error, poor communication, or system gaps. From there, you’ll move deeper into sales pipelines (ACR, IBOT, WC), helping us increase conversions, upsells, and Average Order Value (AOV) using service design, AI, and behavioral insights.You’ll work across operations, training, sales, and engineering to turn insights into experiments, and experiments into repeatable success.What You’ll Do

• Map out the end-to-end customer and agent journeys across support and sales
• Identify pain points, inefficiencies, and high-cost problem areas
• Define key metrics (e.g., refund rate, sales conversion, AHT, escalations) and gather baseline data
• Recommend and execute experiments to improve process, performance, and profitability
• Partner with QA and Training to test new scripts, flows, and call structures
• Design journeys that are AI-ready — tagging intents, mapping escalation logic, and defining which parts can be automated
• Use tools like dashboards, CRM data, transcripts, and qualitative insights to inform decisions
• Build playbooks and documentation to scale winning systems across teams

Who You Might BeWe don’t care what your last job title was. If you’ve done the kind of work below, we want to talk:

• Service Designers or CX Designers with an operations or SaaS background
• Revenue Operations Analysts/Managers in high-growth or sales-driven companies
• Product Ops or Sales Enablement leads who have redesigned workflows and tracked performance
• Former consultants (growth, GTM, service design) who want to get inside a company and build, not just advise
• Startup GMs or Program Managers who’ve worn multiple hats and built systems that drive revenue

How This Role Will GrowPhase 1 (0–3 months):Audit and redesign the CS journey (focus: reduce costs, improve resolution).Create a repeatable, measurable service design + delivery model.Prove you can translate insight into impact.Phase 2 (3–6 months):Apply the same to sales: ACR, IBOT, WC pipelines.Focus on improving: sales conversion, AOV, upsell rates, cross-sell, handling time.Start integrating with QA and Training to align agent scripts and coaching to what works.Phase 3 (6–12+ months):Design AI-ready experiences — make sales/support journeys structured enough to train our proprietary AI platform, SmartFluent.Own A/B testing across journey changes, script variants, bundling logic, rebuttals.Work with tech and data to track outcomes and business value.Evolve into a leadership role shaping how HelpGrid scales our revenue experience.Key Skills & Traits

• Strategic thinker who also loves execution
• Strong analytical and storytelling skills — can connect numbers to actions
• Knows how to map processes visually and explain them clearly
• Comfortable with ambiguity and fast-paced environments
• Collaborative but confident leading cross-functional conversations
• Curious about AI, automation, and how tech can enhance human performance

Bring Your Own Device (BYOD) — This position requires that you provide your own equipment and workspace. You must have secure, reliable, high-speed internet (minimum 50 Mbps), a personal laptop or desktop (no Chromebooks, netbooks, or tablets), an Intel® Core™ i5 processor or better, at least 8GB of RAM, and a USB headset. A dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection is also required. Candidates must have backup power and internet solutions to ensure consistent availability.We’re All About Fairness! We welcome everyone, no matter who you are or where you come from. We believe in creating a workplace where everyone feels safe, respected, and valued.The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and requirements of the job.