Senior Sales Operations Business Architect

Sales Operations Business Architect III

LegalZoom is on a mission to help people navigate the legal system with confidence and clarity. As a leader in online legal services for over 20 years, we combine technology, attorney-led solutions, and expertise to protect the aspirations, lives, and legacies of millions of customers. If you're ready to contribute to a collaborative, diverse, and distributed group of creative thinkers and problem-solvers, we can't wait to meet you.

This hybrid position will work remotely as well as onsite in our Austin, TX office.

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.

You will:

• 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.

You have:

• 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.

The national range for this role is ($87,800-$117,000). Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Paid Time Off
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short-Term/Long-Term Disability Insurance
• Plus other wellness benefits to include:
• Fertility
• Mental Health
• One Medical
• Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program.