Senior Sales Operations Business Architect, LegalZoom
$87.8-117k
Online legal advice platform
Be an early applicant
Online legal advice platform
1001+ employees
Be an early applicant
$87.8-117k
1001+ employees
Company mission
To transform how people navigate the legal system.
Role
Who you are
- 5+ years of experience in sales operations, business operations, revenue operations, or a related field, with a track record of driving process improvements in complex or high growth environments
- Demonstrated expertise in process mapping, journey decomposition, and workflow design for high velocity or high volume sales and contact center operations
- Experience optimizing inbound and outbound sales motions, including contact routing and telephony workflow analysis, with the ability to leverage technology and AI to improve efficiency
- Strong background in cross functional requirement gathering, workflow standardization, and operational change governance
- Proficiency in CRM workflow auditing, agent observation, and friction or bottleneck identification
- Proven ability to design SOPs, plan operational readiness, build business cases, and support pilot and experiment execution
- Experience performing qualitative and quantitative root cause analysis to diagnose operational and performance issues
- Skilled in cross functional facilitation, optimizing marketing to sales and sales to CX handoffs, and translating business requirements for technical teams
- Ability to identify operational risks, design process measurement frameworks, and model workflow and workforce efficiency
- Contact or call center operations experience preferred
- Excellent communication, facilitation, and stakeholder management skills, with the ability to lead complex cross functional initiatives independently
- Bachelor’s degree or equivalent experience in business, operations, or a related field
What the job involves
- The Sales Operations Business Architect III is a critical member of the Revenue Operations team, responsible for designing, optimizing, and governing end-to-end sales processes and workflows
- This role will drive operational excellence by mapping processes, decomposing customer and agent journeys, and ensuring seamless integration across sales, contact center, and customer experience (CX) functions
- The ideal candidate will leverage deep expertise in sales operations, process architecture, and cross-functional facilitation to identify friction points, standardize workflows, and enable scalable, data-driven improvements
- This role ensures that sales and CX teams operate within consistent, scalable workflows that reduce friction and improve customer and agent experiences
- Lead process mapping and journey decomposition across sales and contact center operations, identifying key touch points, handoffs, friction, and opportunities for optimization
- Design and document workflows for inbound and outbound sales motions, contact routing, and telephony processes, ensuring standardized and scalable execution
- Conduct cross functional requirement gathering and translate business needs into clear technical specifications for technology partners
- Audit CRM and sales system workflows, assess agent behavior and adherence, and perform qualitative and quantitative root cause analysis to uncover performance gaps
- Develop and maintain SOPs and operational documentation that support consistent execution, compliance, and knowledge transfer
- Plan and execute operational readiness activities, including pilot design, experiment frameworks, business case development, and frontline adoption strategies
- Facilitate cross functional workshops to drive alignment, resolve issues, and improve coordination across the sales to CX handoff
- Identify operational risks, design process measurement frameworks, and build efficiency models that evaluate workflow effectiveness and agent effort
- Analyze contact center performance metrics to diagnose issues, surface trends, and inform process and workflow improvements
- Support structured operational change governance to ensure changes are evaluated, tested, and deployed with minimal disruption to frontline teams
- Serve as an embedded subject matter expert within day-to-day sales operations, supporting leaders and frontline teams
- Perform other duties as assigned
- Occasional travel may be required
Our take
LegalZoom is an online legal technology service that can help people create their own legal documents. It believes legal advice and services should be clear, easy-to-understand, and affordable, and provides services to help people make a will, start a business, lodge a trademark application, and more.
LegalZoom has helped millions of people who otherwise could not hire a lawyer with its extensive range of legal solutions. It competes with a handful of other companies, such as IncFile and Rocket Lawyer, that also provide online legal technology.
Despite operating in a competitive market, LegalZoom has continued to expand, helped in part by growing demand for digital legal solutions, Its 2021 IPO provided further momentum, allowing it to scale its operations and invest in new growth opportunities.
Most notably, the company has now been named the provider of 'legal help' for Perplexity - a partnership that could potentially reshape how consumers and small businesses discover and engage with legal services, positioning legal support as something more accessible.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$66m
SERIES B
Mar 2007
$45m
SERIES A
Total funding: $111m
Company benefits
- Remote-friendly work, encouraging time outside the office to relax and recharge
- Comprehensive health benefits, including mental health and fertility care
- A culture of growth, fostering learning and development and opportunities to give back
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Jeff Stibel
(CEO)Jeff has been the CEO of LegalZoom since 2014. Alongside this role, he is also a Partner at Bryant Stibel, on the Board of Trustees at the Natural History Museum of Los Angeles County, and a Chairman at The BrainGate Company.
Noel Watson
(COO & CFO)Noel joined LegalZoom in 2020 as CFO, adding COO to his title in 2024. Prior to this, he was the CFO at TrueCar and VP of Finance/Chief Accounting Officer at TripAdvisor.
Nicole Miller
(CLO & General Counsel)Nicole joined LegalZoom in 2020 as a General Counsel, adding CLO to her title in 2024. Prior to this, she spent 6 years at The Honest Company, joining in 2014 as a Senior Corporate Counsel before becoming VP of Legal Affairs and Associate General Counsel in 2016 and then moving into the role of General Counsel in 2018.
Prior to joining LegalZoom in 2021, Sheily was the VP of Global Human Resources at Activision Blizzard. She also spent nearly 10 years at Google in various roles, including Director of Global Trust & Safety Operations.
Daniel Lysaught
(CMO)Daniel joined LegalZoom in 2022 as a VP of Growth Marketing before stepping into the role of CMO in 2023. Prior to this, he was a VP of Growth Product & Marketing at Good Eggs. He also spent 6 years at TrueCar in various roles, including Senior Director of Strategic Partnerships & Marketing and VP of Customer Acquisition.
Kathy Tsitovich
(Chief Corporate Development & Partnership Officer)Prior to joining LegalZoom in 2020, Kathy spent 21 years at Intuit. While there, she held a number of roles, including VP of Consumer Group and Business Development.
Aaron Stibel
(CBO & CCO)Alongside LegalZoom, Aaron is a Founding Partner at Bryant Stibel, a Board Member at RBmedia, and an Advisory Board Member at Tufts University.
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