Senior Sales Operations Business Architect

Legal Zoom 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.

• 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.

• 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…