Title: Director of Sales Operations

Reports to: SVP Sales, Customer Success and Support

Level: Individual Contributor

Location: Europe (work spans Americas and APAC time zones)

About Napster:

Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. For more information, visit napster.com.

The Opportunity:

Napster is building a direct sales business across the Americas, Europe and Australia. We are hiring a Director of Sales Operations to create the systems, data and operating rhythm that let the team scale with confidence. With an ambition to build a substantial, durable revenue base over the next few years, we need someone who can turn the commercial plan into a credible forecast, a capacity model and a set of decisions the business can act on.

This is a hands-on builder role. You will improve the foundations already in place, put new processes into use, and eventually build a small Sales Operations team as the business grows. You will be a trusted partner to sales leaders and sellers: rigorous with the numbers, practical in your solutions, and confident enough to challenge an assumption when the evidence says it will not hold.

In this role, you will:

• Own HubSpot as the commercial system of record. Define opportunity stages around buyer evidence, establish simple qualification and stage criteria, improve data quality, and make the process useful for sellers as well as leadership.
• Build a consistent global sales cadence: weekly performance reviews, regional pipeline inspection, forecast calls and executive business reviews, with clear owners, actions and follow-through.
• Produce a defensible forecast and one trusted view of commercial performance. Combine deal-level judgment with stage conversion, historical evidence and scenario modelling; explain movement, gaps and risk clearly.
• Design segmentation, ideal customer profiles, account coverage and lead routing with sales and marketing leaders. Use win and loss evidence, market opportunity and seller capacity to guide where the team focuses.
• Build quota, territory and hiring capacity models. Partner with the SVP and Finance on targets, commission design and administration so plans are clear, accurate and aligned to business priorities.
• Create the operating model for renewals and expansion with the Head of Account Management: clean contract data, renewal visibility, retention measures, account health signals and clear AE-to-AM handoffs.
• Work with Partner Management to define deal registration, attribution, rules of engagement and shared pipeline reporting, so direct and partner teams can work together effectively.
• Partner across Finance, Marketing, Product, Solutions Engineering and Professional Services to connect commercial forecasts with the resources needed to sell, implement and retain customers.
• Document the few processes that matter, help teams adopt them across regions, and identify when specialist support in systems, analytics or deal operations is needed.

What success looks like:

• Leaders can use a single, reliable forecast and performance view to make decisions without rebuilding the numbers themselves.
• Sellers understand what qualifies an opportunity, what moves a deal forward and what they are expected to record; regional teams use consistent definitions.
• Territories, targets, hiring and support capacity follow a clear model grounded in market opportunity and rep productivity.
• Renewals, expansion and partner opportunities are visible early and have clear ownership, measurement and handoffs.
• The operating cadence produces timely decisions, visible commitments and steadily better forecast accuracy.

What you bring:

• Substantial Sales Operations or Revenue Operations experience in B2B technology, including direct ownership of systems, forecasting, capacity planning and operating cadence during a meaningful growth phase.
• Deep, hands-on CRM experience. HubSpot Sales Hub Enterprise is preferred; strong Salesforce experience is relevant if you have configured and improved the system yourself.
• Experience building and defending forecast models, designing territories and quotas, and shaping or administering commission plans with Finance.
• Strong analytical skills, including advanced spreadsheet modelling, comfort with business intelligence tools and the ability to interrogate underlying data.
• Experience working with distributed sales teams and senior stakeholders across regions and time zones.
• Sound commercial judgment and a clear communication style. You can challenge a forecast, explain the evidence, and maintain the trust of the leader and seller involved.
• Empathy for the seller and a bias for usable solutions. You know that a process succeeds when people use it to make better decisions.

Helpful experience:

Experience with renewals and expansion operations, partner or marketplace sales, usage-based pricing, deal desk processes, or building a small operations function would be valuable. Prior AI industry experience is welcome but not required.

Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.

Our Culture:

• Impact: Play a crucial role in our growth journey.
• Culture: Join a vibrant team valuing creativity and collaboration.
• Growth: Thrive in a fast-paced, dynamic environment.
• Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.
• Ready to shape our future? Apply now and be part of something extraordinary!

We’re looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision, we’d love to hear from you! At Napster Corp, we're looking for people who are invigorated by our values and driven to change the world, not those who simply check off boxes.

Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.