Head of Community Directory Operations

Wellist - Boston, MA

Full-time - Senior

Boston, MA

Publishing Industries

About the position

Wellist is seeking a hands-on and results-driven Head of Community Directory Operations to lead the operational backbone of our Community Resource Directory. This role reports to Wellist's Head of Product and is a blend of strategic oversight and tactical execution, ideal for a leader who thrives in a dynamic, fast-paced environment and enjoys rolling up their sleeves to get things done. As Head of Community Directory Operations, you will manage a small but mighty team of contractors and staff, oversee the end-to-end data pipeline, and ensure operational excellence to support Wellist's mission of delivering precision-matched resources for employees and their families.

Responsibilities

• Maintain and further build out a high quality and scalable community resource directory.
• Manage day-to-day operations, balancing long-term requirements with short-term execution and client deliverables.
• Serve as the point of accountability for all operational workflows related to local directory curation, ensuring adherence to quality standards and timelines.
• Proactively communicate regular updates to leadership team regarding team performance, progress, and adherence to project timelines and deliverables.
• Directly manage a growing team of internal call center reps and outsourced India-based contractors and proofreaders.
• Provide clear guidance, training, and performance feedback to ensure efficient, consistent and high-quality execution.
• Build a culture of collaboration, accountability, and continuous improvement within the team.
• Coordinate resources to align with project deadlines and client needs.
• Identify bottlenecks and opportunities in current workflows and implement process improvements to enhance efficiency and quality.
• Partner with technology and product teams to design and document business requirements for enhanced tooling.
• Continuously iterate on Standard Operating Procedures (SOPs) to ensure operational consistency.
• Identify and implement new tactics to increase volume and efficiency of directory builds.
• Manage data exports to the call center, resolve data issues, and ensure seamless integration across systems.
• Generate reports to identify data gaps or inconsistencies and create action plans to address them.
• Directly support key client launches, ensuring new directories are built, vetted, and delivered on time.
• Collaborate with call center leadership to optimize content quality and reduce cost.

Requirements

• Bachelor's degree in Operations, Data Management, Engineering, or a related field.
• 7+ years of hands-on experience in operations, project management, or data management leadership roles, ideally within a scrappy, high-growth environment.
• Proven ability to manage small teams and contractors, with a focus on delivering results under tight deadlines and limited resources.
• Very strong project management skills, with experience balancing multiple priorities and stakeholders.
• A data-driven mindset, with excellent analytical skills and proficiency in tools for data management and reporting.
• Comfortable working both strategically and tactically, with a willingness to dive into the details.
• Exceptional organizational skills, with attention to detail and a proactive approach to problem-solving.

Benefits

• Excellent medical and dental insurance coverage.
• Life & disability insurance.
• Up to 3 weeks of PTO.
• 3% employer 401(k) contribution.