Deal Desk Operations Lead

About this role

What Do We Do?

Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites.

We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter.

The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible.

About The Role

Triple Whale is moving quickly across renewals, customer migrations, credits, usage, discounts, approvals, billing workflows, and commercial exceptions. As these motions continue to scale, we have a meaningful opportunity to strengthen the Deal Desk processes, systems, and operating rules that help teams evaluate requests, manage approvals, coordinate renewals, and handle customer-specific exceptions.

As the Deal Desk Operations Lead, you will assess the current Deal Desk motion, identify where workflows and systems can be simplified or improved, and bring more structure to how discounts, exceptions, approvals, renewals, credits, pauses, refunds, and billing-related requests are managed across the business.

You will work closely with Pricing & Packaging, RevOps, Finance, Sales, CS, Renewals, Billing, Product, Internal Systems, and Revenue Enablement to improve and automate Deal Desk processes so teams can move faster with clearer approval paths, better visibility, stronger field guidance, and fewer manual handoffs.

This is a highly cross-functional role for someone who can operate in ambiguity, build scalable process, support reps in the moment, and help Triple Whale evolve its quote-to-cash and commercial exception infrastructure. *We are prioritizing candidates within a commutable distance to New York City*.

What You’ll Drive

• Deal Desk Process Diagnosis and Improvement: Assess the current Deal Desk motion across discounts, approvals, renewals, billing exceptions, credits, refunds, pauses, usage-based pricing, and commercial concessions. Identify gaps, simplify workflows, and create a more scalable process based on prior Deal Desk / RevOps experience.

• Non-Standard Deal Support and Pricing Guidance: Partner with Account Executives and Account Managers on non-standard deal structures, pricing guidance, discounting questions, customer-specific exceptions, and migration-related scenarios. Help reps navigate unusual commercial structures quickly and consistently, especially as Triple Whale continues to evolve packaging, usage, credits, and migration motions.

• Discounting Guidelines and Approvals: Maintain discount thresholds, approved ranges, approval requirements, escalation paths, and audit expectations so teams know what can be offered, when approval is required, and how exceptions should be handled.

• Commercial Exception Management: Manage intake, routing, follow-up, and resolution for non-standard requests, including discounts, concessions, credits, refunds, pauses, billing exceptions, renewal exceptions, and customer-specific commercial terms.

• Renewal Operations and Scheduling: Coordinate renewal timing, scheduling, handoffs, and operational follow-through so upcoming renewals are proactively managed and the right teams have visibility ahead of time.

• Customer Migration Support: Support customer migration by helping surface renewal timing, exception categories, discount implications, system requirements, and customer-specific review needs.

• Credits, Usage, Add-ons, and Billing Workflows: Help clarify how credits, recurring usage, add-ons, feature access, and billing-related requests should move through Deal Desk workflows, internal systems, and customer-facing handoffs.

• Training and Field Enablement: Coordinate, design, and deliver training materials for internal teams and stakeholders. Partner with Revenue Enablement to lead operational trainings for the field, ensuring Sales, CS, Renewals, and other teams understand Deal Desk policies, approval paths, migration rules, discounting guidelines, and exception workflows.

• Reporting and Visibility: Create leadership visibility into discount usage, exception trends, renewal status, migration progress, approval bottlenecks, system gaps, and areas where process needs refinement.

• Cross-Functional Execution: Partner with Sales, CS, Renewals, Finance, RevOps, Billing, Pricing & Packaging, Product, Internal Systems, Data, and Revenue Enablement to make sure Deal Desk workflows are understood, followed, and continuously improved.

• Deal Desk / CPQ Solution Requirements: Translate Deal Desk workflow requirements into clear tooling requirements for Internal Systems / Product and help evaluate whether Triple Whale should introduce a dedicated Deal Desk, CPQ, or approval workflow platform.

What You’ll Bring

• 6+ years of experience in Deal Desk, Revenue Operations, Billing Operations, Sales Operations, Pricing Operations, SaaS Operations, or a similar GTM operations role.

• Strong understanding of SaaS billing, subscriptions, renewals, discounting structures, credits, add-ons, quote-to-cash workflows, Deal Desk systems, and commercial approvals.

• Experience diagnosing and improving Deal Desk, approval, renewal, billing exception, or quote-to-cash workflows

• Experience supporting Sales, Account Management, CS, or Renewals teams on non-standard pricing, commercial terms, approvals, or deal structure.

• Experience with HubSpot, Salesforce, Stripe, Chargebee, NetSuite, Ironclad, D

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