GTM Operations Lead

ABOUT TERN

Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry—by giving power back to the entrepreneurs who built it.

Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We’re here to change that. Our platform helps travel advisors run more efficient, professional, and profitable operations—giving them the modern infrastructure they need to lead the next chapter of travel.

But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That’s the kind of travel we want more of.

At Tern, we believe in small business. We believe in the power of travel. And we’re building the future of both.

GTM Operations Manager

As the GTM Operations Manager, you will help Tern scale our impact using AI and tooling. You will act as the operational backbone for our entire go-to-market engine—spanning Marketing, Sales, Customer Success, Implementation, and Support. This is a high-impact, cross-functional role designed for a systems thinker who thrives in fast-paced, early-stage environments, and is passionate about scaling teams through smart process design, technology, and AI.

You’ll be responsible for architecting and optimizing the systems, tools, and workflows that drive revenue and customer outcomes. Examples of what a typical day might look like:

• Using Replit (or similar) to create an onboarding portal that securely transfers customer data to the Tern team.

• Setting up lead scoring flows in Hubspot.

• Use Cursor to create a Python script to automate the data cleaning process related to implementation.

• Using Zapier and PostgreSQL (perhaps via Cursor) to share data with a customer securely and automatically.

• Recommend ways to incorporate AI into the Tern sales process.

• Maintain TernGPT, our custom GPT.

• Create a dashboard showing usage trends for customers.

A core part of your mandate will be to infuse AI and automation into every layer of GTM operations—from sales forecasting and ticket triage to customer insights and process documentation. You’ll evaluate, implement, and manage a modern stack of AI-driven tools that allow our teams to focus more on partnering with our users and less on repetitive tasks.

This role is equal parts strategic operator, technologist, and collaborative partner. We’re not expecting you to be an engineer, but you must be technical.

You’ll work closely with Tern’s COO and Cofounder to shape quarterly goals, build performance dashboards, and execute initiatives that move the needle on user acquisition and retention.

WHAT YOU’LL DO

• Design and manage the operational infrastructure and tooling for Marketing, Sales, CS, Implementation, and Support

• Evaluate and implement AI tools to automate tasks such as lead scoring, ticket triage, user onboarding, knowledge base updates, and customer health monitoring

• Surface insights on funnel performance, retention, expansion, and support efficiency across the GTM teams to enable better decision making

• Own key systems (e.g., Hubspot, Equals, Intercom), ensuring they are integrated, optimized, and scaled effectively

• Create scalable processes and playbooks that enable growth without linear headcount

• Partner with GTM and Product teams to improve the customer lifecycle with a bias towards increasing sales cycle velocity, reducing onboarding time, and driving usage of flagship product features

• Monitor and report on key metrics (pipeline velocity, onboarding efficiency, support SLAs, retention, etc.)

• Champion a culture of operational excellence, experimentation, and continuous improvement

WHAT YOU HAVE

• Technical proficiency. You must be comfortable writing and understanding Python code and the basics of SQL/databases.

• A passion for how AI and tooling can make organizations more efficient

• Experience at early stage startups with a track record of balancing strategy and execution

• Experience with tools like HubSpot, Cursor/Windsurf, Gainsight/ChurnZero, Intercom, and Zapier

BONUS POINTS

• Experience in early-stage environments with rapid growth

• 4–6+ years in Revenue Operations, Business Operations, or similar role at a B2B SaaS company (Series Seed-C preferred)

• Proven track record owning GTM systems and processes across Marketing, Sales, CS, Implementation, and Support

• Hands-on experience implementing AI copilots or LLM-based internal tools

• Strong communication and change management skills—you're as comfortable building dashboards as you are presenting to internal Leads and external users

WHAT WE VALUE @ TERN

🌱 We’re always leveling up.

Whether you’re deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity.

🧭 We act with optimistic agency

We take initiative, seek clarity, and move forward, even when the path isn't obvious. Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve.

💪 We have extraordinary ambition

We’re here to reshape the future of travel and we’re building for it with urgency, clarity, and conviction.

Operating Principles:

👂 We deeply understand our users.

At every level of the organization, we obsess about understanding those we serve and the industry we operate in.

➕ We embrace the power of and.

We challenge trade-offs by asking better questions. We believe creativity lives in the tension and that constraints lead to better outcomes.

📣 We speak up and move forward.

Everyone at Tern has a voice and a responsibility to use it. We invite healthy tension, share dissenting views early, and challenge each other with curiosity, not ego.

🏃‍♀️‍➡️ We move fast and sweat the details.

Velocity matters and relentless progress beats perfection every time. But speed isn’t chaos: we stay aligned, own our outcomes, and care deeply about quality.

🤣 We take the work seriously, but not ourselves.

We hire kind, driven people who elevate the room. If you’ve got a big ego or take yourself too seriously, you won’t last.

WHY JOIN TERN?

• Be part of a mission-driven team transforming the travel planning space

• Work with a supportive, curious, and creative team

• Influence and shape our user success strategy from the ground up

• Competitive salary, equity, and benefits package

Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world. We prefer that you apply, so think of our postings as the start of the conversation. Take the chance — you may be a wonderful add to our Tern team, even if you don’t fully match every requirement on the job description.