Deal Desk Operations Lead

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. 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…