Head of Operations

Head of Operations

remote

Job Description:

Pathstream is hiring a Head of Operations. This is a full-time exempt role reporting to the Chief Operating Officer.

WHAT WE DO

Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization’s frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our enterprise partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies’ bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth.

THE ROLE

As Pathstream expands its work with Fortune 500 companies, we are seeking a Head of Operations to ensure effective project management of client implementations, coordination around client-facing issues, and improvements to our customer support operations. Over time, you will be expected to grow your team as our client needs expand. You will also be expected to look for opportunities to streamline our work and processes so that we continue to run efficiently.

This role requires significant cross-functional coordination across multiple operational teams and our Revenue/Customer Success team. As new features or learning design elements are rolled out, you may also need to coordinate with our Learning Design, Product and Engineering teams. You need to be extremely organized, detail-oriented and a great communicator. You should be comfortable preparing for and representing Pathstream at client meetings where needed, and be able to quickly translate client requests into actionable next steps for the internal team. You are great at triaging issues as they arise, can quickly learn how to best balance client priorities and team constraints, escalating issues to the right internal/external stakeholders as needed.

Client implementations and expansions

• • Drive cross-functional project management to ensure successful client implementations and expansions
  • Be the main internal coordinator to resolve client requests and issues, trouble-shooting internally with your cross-functional collaborators till issues are resolved
  • Work with the Customer Success team to ensure clear lines of communication with the client and that client feedback is gathered where needed
  • Strong at diagnosing the root cause of issues and identifying solutions (including new technologies) that are feasible and strategic, working with COO and other relevant stakeholders to make these changes
  • Establish, document and adapt repeatable processes and best practices for managing launches and implementations across multiple clients.
  • Ensure consistent adoption and use of these processes and materials across teams.
  • Over time, as client roster expands, grow and manage team running implementations and expansions
• Oversee existing program operations team
  • Ensure day-to-day program operations function runs smoothly and effectively, making role and resourcing adjustments as needed
  • Work with existing team to build out and mature our user support / help desk function
  • Define and monitor team OKRs

ABOUT YOU

• Excited about developing the potential of frontline workers
• Excellent and experienced cross-functional project manager
• Experience with leading operational teams and knowledge of how to balance client requests with operational constraints
• Experience with running a user support / help desk team (bonus)
• Data savvy, slideware proficient and experienced with a range of systems used by our teams (project management software, CRMs, ticketing software, messaging systems)

WHAT WE OFFER

• Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback
• Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world
• Competitive salary commensurate with experience
• • Zone 1 (SF Bay Area/NYC): $138K-160K
  • Zone 2: $115K-134K
  • Zone 3: $110K-128K
• Comprehensive benefits package
  • 100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents
  • Health, commuter, and parking flexible spending accounts
  • Employee Assistance Program (mental health, financial health, legal support, and more)
  • Free access to wellbeing apps like Ginger and Headspace
  • Flexible paid time off and paid holidays
  • Generous paid parental leave
  • Short and long-term disability insurance
  • Annual professional development budget
  • Company-provided laptop
  • Remote-first culture
  • Life insurance (100% company paid)
  • 401(k)