Principal Sales Strategy & Operations Manager

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

What's the opportunity?

We’re looking for an analytical, curious, and impact-driven Principal Sales Operations & Strategy Manager to join our Revenue Operations team. Our departmental mission is to serve as the critical bridge between Product and Sales, ensuring the effective, high-velocity commercial launch of our strategic AI products. This leader will operate as the primary strategic integrator across Product, Engineering, and GTM teams, directly owning the commercial success of our most ambitious new AI products in market. You will be responsible for moving us from fragmented Product / GTM planning to a unified, predictable launch machine, defining the 'Sales Ready' gate, embedding GTM strategy early in the product lifecycle, and translating engineering velocity into commercial momentum. This is a pivotal role to architect and operationalize the connective tissue required to ensure every top-tier AI launch is a measurable commercial success, aligning with the company's commitment to setting the standard for selling AI solutions.

This unique opportunity places you at the forefront of data, process optimization, and strategy execution, directly contributing to our fast-growing sales team achieving ambitious targets. You’ll manage complex workflows end-to-end, bring structure to ambiguous problems, and connect data to the broader business context. This is a chance to significantly influence Fin’s

What will I be doing?

Executive GTM Strategy & Commercialization Ownership: Serve as the Single Threaded Owner (STO) for GTM readiness on all Tier 1/2 AI product launches, reporting directly to senior GTM and Product leadership.

Strategic GTM Framework Design & Enforcement: Own, embed, and enforce the Sales Ready minimum standard and parallel GTM strategy workstream into the Product Launch process, ensuring critical commercial components (segmentation, sales motion, compensation, reporting) are defined and operationalized well ahead of GA.

Market & Competitive Strategy: Lead market sizing (TAM/SAM/SOM) and competitive intelligence for new AI products, translating external market signals into concrete recommendations for Product and Sales strategy pivots.

Monetization & Incentive Design Partnership: Partner with Pricing and Sales Strategy/Compensation to define innovative incentive structures and compensation rules of engagement that drive adoption of new AI products.

Drive Cross-Functional Alignment & Execution: Dismantle organizational silos by driving alignment across Sales, Product, Engineering, Finance, and Enablement to ensure consistent execution of the GTM strategy. Act as a strategic thought partner and proxy for the Sales Leader in Product/R&D forums.

GTM Performance Governance: Define and track launch success metrics (pipeline, attach, adoption, retention, expansion), translating complex data into executive-ready strategic narratives for GTM leadership.

Strategic Project Leadership: Own and drive cross-functional projects, leveraging indu