Strategy & Operations, Support

Skills

About the Role

You will work with User Operations leaders to scale, mature, and optimize support operations. You'll ideate and operationalize new support systems and programs, uncover operational challenges with product, engineering, and data teams, and launch initiatives with go-to-market partners.

Requirements

• 8+ years of experience in operations, strategy, and consulting
• 5+ years building and leading customer-facing operations
• Experience taking end-to-end ownership of large ambiguous problems
• Experience engaging executives to influence strategic decisions
• Strong data modeling and operational forecasting skills
• Excellent communication and collaboration skills
• Passion for technology, AI, and customer service

Responsibilities

• Drive ideation and operationalization of new support systems, processes, and programs
• Identify, evaluate, and prioritize strategic and operational initiatives with leaders
• Work with product, engineering, and data teams on automation, process optimization, and self-service
• Analyze critical drivers of support operations to find optimization opportunities
• Partner with go-to-market, product, and partnerships to launch initiatives and drive change management

Benefits

• Medical, dental, and vision insurance with HSA employer contributions
• Health FSA, Dependent Care FSA, and commuter pre-tax accounts
• 401(k) with employer match
• Paid parental leave up to 24 weeks for birth parents and 20 weeks for non-birthing parents
• Paid medical and caregiver leave up to 8 weeks
• Flexible PTO for exempt employees
• 13+ paid company holidays and company office closures
• Paid sick or safe time
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend
• Daily meals in offices and meal delivery credits
• Relocation support for eligible employees
• Equity
• Performance-related bonus
• Charitable donation matching and wellness stipends