Director, Renewal Operations

Who We Are: At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results. Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise. As a high-impact leadership position, the Director of Renewal Operations is responsible for the operational strategy, systems, analytics, governance, and execution framework supporting the company's global renewal business This role acts as the lead architect for renewal infrastructure, designing workflows, technical systems, and governance models dedicated to maximizing both Gross and Net Revenue Retention. The Director serves as the operational owner of the renewal engine, providing direct management to the Renewals Operations Managers. Ensuring scalable processes, data integrity, forecasting rigor, automation, and cross-functional alignment for a $300M+ ARR SaaS business. The Director will lead strategic initiatives that reduce revenue leakage, improve renewal velocity, strengthen customer retention, and support long-term growth objectives Essential Functions Strategic Program Governance & Process Architecture Operational Strategy: Formulates multi-year operational roadmaps and playbooks for the renewals division. Program Oversight: Serves as executive sponsor for high-visibility programs, including billing integrity and SLA governance, to ensure successful execution across the team. Process Standardization: Directs the architecture and optimization of sophisticated renewal workflows to scale across all global market segments and contract types. Renewals Optimization: Partners with the Head of Renewals to develop and implement with Business Systems scalable processes, tooling, and automation that streamline the long-tail renewals motion, improve operational efficiency, and support consistent execution at scale. Cross-Functional Alignment: Cultivates strategic partnerships with Sales, Product, Finance, and Legal leadership to drive contract standardization and institutional risk mitigation. Escalations & Exception Guardrails: Establishes pricing governance frameworks and serves as the final decision-maker for complex enterprise billing and contractual exceptions. Technology Infrastructure & Advanced Analytics Forecasting Excellence: Maintains high-level accountability for the precision of the renewal pipeline, implementing rigorous inspection cadences and executive reporting standards. Tech Stack Strategy: Leads the architecting of automation initiatives within the Salesforce ecosystem to eliminate manual overhead through technical workflows and CPQ enhancements. Data Synthesis & Insights: Converts sophisticated BI data and SQL analysis into actionable corporate strategies by identifying root causes for churn and contraction. Financial Health: Assumes accountability for segment margin health, focusing on the large-scale reduction of revenue leakage across the renewal engine. Team Leadership & Department Scaling Multi-Layer Leadership: Provides direct mentorship and management to people leaders, instituting department-wide KPIs and professional performance standards. Talent Strategy: Architect global succession planning and talent development to foster a data-driven culture and operational excellence across all levels. Education & Experience Education: Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field preferred (or equivalent experience) Required Experience: Professional Background: 10–15 years in SaaS Revenue Operations, Customer Success Operations, Renewals Operations, or related commercial operations functions Management Proficiency: Minimum of 5 years directing multi-layered teams, including the management of people leaders and senior operational contributors. Commercial Domain Expertise: Comprehensive mastery of core SaaS metr