Director of Strategy & Operations

Inspira Education•New York, NY

About The Position

Inspira Education Group is one of the fastest-growing edtech startups in the US, with a mission to democratize access to high-quality coaching. As the world’s leading network of top admissions coaches, they are disrupting application processes with products and experiences that provide an equal platform for candidates from diverse backgrounds worldwide. Backed by leading venture capital firms, Inspira Education is at an inflection point, seeking operational infrastructure to match its ambition. This role offers direct work with founders to identify and execute high-leverage opportunities across the business.

Requirements

5–8 years of experience in strategy, operations, consulting, or a high-growth startup environment.
Track record of moving from diagnosis to execution.
Experience building processes, systems, and workflows that have been implemented in production.
Natural player-coach ability: develop and lead people without losing touch with details.
Hands-on CRM experience (HubSpot or comparable), with the ability to build well-architected workflows.
Deep comfort with ambiguity and a bias toward action over deliberation.
Low ego and high standards.

Nice To Haves

Background in consulting, investment banking, or a strategy role at a fast-scaling company.
Marketplace or service operations experience (counselors, coaches, contractors, or service providers at scale).
Ability to engage in founder-level strategy conversations and hands-on workflow building.
A passion for building meaningful, authentic connections.
A positive, solutions-oriented mindset with a strong sense of ownership.
Curiosity and a desire to learn, experiment, and improve.
Resilience and persistence in the face of challenges.
Enthusiasm that motivates others and adaptability in a fast-changing environment.
High energy, strong follow-through, and a drive to get things done.

Responsibilities

Own the student-counselor matching process end-to-end, optimizing for quality, speed, and scale.
Build and iterate on logic-based workflows in HubSpot to reduce manual effort while maintaining human judgment.
Instrument the matching process for visibility, measurability, and continuous improvement.
Lead the recruitment, onboarding, and quality management of the global counselor network, setting high standards.
Oversee high-volume hiring pipelines and maintain quality standards for counselor selection.
Design and audit infrastructure for scaling counselor supply without sacrificing quality.
Lead the escalation team and handle difficult customer situations, knowing when to delegate and when to step in.
Build SOPs, protocols, and feedback loops to turn reactive fixes into systemic improvements.
Own key customer metrics like NPS, CSAT, and refund rates, driving structural changes based on data.
Own HubSpot end-to-end, including architecture, workflow configuration, automations, data hygiene, and reporting.
Identify automation opportunities and design the connective logic between automated and high-touch processes.
Create scalable documentation and operational infrastructure.
Partner with founders and leaders in Sales and Marketing on new service launches, owning operational planning and execution.
Bring structure to ambiguous problems and prioritize implementation over deliberation.
Take ownership of making necessary changes happen.