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Our Mission
The RolePathrise is looking for a Senior Customer Operations Manager to join our Program Operations team. This role will report to the Head of Program and will work closely with our fellows, leadership, and other operations staff.
Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.
If you are also interested in the fellowship, please apply here: https://www.pathrise.com/apply.
What is Pathrise?
Pathrise (YC W18) connects job seekers across North America to world class industry mentorship and career coaching to help them land a new career. The program is free upfront and our customers pay us back when they’re hired.
Built around aligned incentives, we help build equity in the job search process by providing 1-on-1 mentorship, training, and a platform to uplift job seekers and ultimately, help them fulfill their hopes, ambitions, and livelihoods. We’ve already helped more than a thousand fellows land meaningful jobs, and helped them earn over $100M in salary.
Last year, we raised our Series A and there is even more exciting growth on the horizon. In 2022, we have already expanded from 6 to 14 industries, launched a tiered pricing system with differentiated product offerings, and much more.
Our Mission
Our mission is to help people everywhere build their careers by being the world’s best career agency.
We believe the job search system is broken and can be fixed with a business model that acts on behalf of the job seeker, instead of on behalf of employers, recruiters, or schools. If this sounds interesting to you, we look forward to hearing from you!
Read more about our mission in our manifesto.
The RolePathrise is looking for a Senior Customer Operations Manager to join our Program Operations team. This role will report to the Head of Program and will work closely with our fellows, leadership, and other operations staff.
If you’re….
-A skilled customer operations professional, collaborator, and communicator -Experienced with and passionate about providing an excellent customer experience at scale to boost brand and facilitate business growth
- A detail-oriented operator who enjoys optimizing processes and problem solving
- Able to influence across teams and distill cross-functional dependencies into timelines
- Comfortable managing full-time junior staff members to handle the day-to-day tasks
- Excited by the opportunity to take ownership for a large, impactful scope on a rapidly growing team
… then you should apply!
Responsabilities
People Management: Manage our full-time Customer Operations Associate(s) and 3rd party contractors. Collaborate with our Program Operations Manager to ensure an exemplary experience for Pathrise fellows.
Customer Support Management: Work with our Customer Operations Associate to manage our customer ticketing system. Evaluate SLAs, ticket trends, engagement, and customer outcomes to identify areas for improvement and lead initiatives to drive NPS and improve our operations.
Customer Churn Management: Oversee and optimize our strategy for program withdrawals and discount requests with the goals of strengthening the Pathrise brand while being a steward of the business bottom line.
Cross-functional leader: Monitor and share customer feedback trends with other teams to drive program improvements, spearheading cross-functional investigations and follow-up as necessary.Operations: Identify operational work being performed by other teams to streamline and take ownership of. Serve as the main point of contact with our financing partner. Manage and streamline processes related to customer contracts and payment collection.
Project Management: Initiate, plan, execute, monitor, & deliver cross-functional projects end-to-end to drive customer operations forward. Consistently improve our program using data driven solutions.
Community Management:Build a sense of community among our active customers and alumni. Collaborate with other teams to optimize processes for proactive customer brand protection. Lead graduation ceremonies 🙂
Qualifications
- 1+ years of people management experience
- 3+ years working directly in a customer-facing role in a startup or quickly growing company
- Passion for the Pathrise mission and for creating a positive customer experience
- Excellent project management, communication, and organizational skills
- Experience with at least one project management tool (Asana, Trello, Jira, etc..), one customer service tool (Jira, ZenDesk, etc.), & one automation tool (Zapier, automate.io, etc.)
- Demonstrated experience influencing without authority
- Highly adaptable, resilient, and calm working in a fast paced startup environment where change and context switching is constant
- Ability to work autonomously and drive increased process efficiency/scalability
- Ability to work collaboratively and drive ambiguous projects forwardExcellent written and verbal communication
Preferred Qualifications
- Experience working with company leadership to create and drive SLAs and KPIs forward
- Experience as an administrator of a help desk system (e.g. ZenDesk, Jira, etc.)
- Experience with automation tools (e.g. Zapier)
Benefits & Compensation
- Compensation: $90,000 – $120,000
- ✈️Fully remote with company sponsored trips to yearly company events (Lake Tahoe in 2021, we’re headed to Denver in 2022!)
- ️Medical, Dental & Vision benefits
- Twice-yearly Performance Bonuses
- Flexible Unlimited Time (FlexTime) Off Policy
- ❤️$200 annual Professional Development & Wellness Stipends
- 50% computer reimbursement and $300 reimbursement cap for WFH office equipment
Our culture We are a tight-knit community that champions for our staff to bring their authentic true selves to work and aim to provide a fun and collaborative work environment for everyone. Although we are remote we have many virtual and company sponsored in-person events. We also value diversity – [how the team embodies DEI], and exemplifies what Pathrise stands for externally as well as internally. Read more about how we aim to create a diverse and inclusive environment: What DE&I means to Pathrise ❤️ Our interview processIntro call AssignmentHiring manager interviewOn-site interview
Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.
If you are also interested in the fellowship, please apply here: https://www.pathrise.com/apply.
