Program Operations Manager

Lean In•San Francisco, CA

5d•Hybrid

About The Position

The Sandberg Goldberg Bernthal Family Foundation (SGBFF) works to build a more equal and resilient world through initiatives like LeanIn.Org. Lean In's programs reach thousands of partners, volunteer leaders, and community members globally. This role consolidates the internal systems supporting these programs, including CRM, automations, and data, into a single point of ownership. As Manager, Programs Operations, you will be responsible for the systems infrastructure powering Lean In's programs and partnerships, primarily focusing on the CRM, event platform, vendor relationships, and their connecting automations and integrations. You will establish governance standards for system cleanliness and maintenance as the program scales. Reporting to the VP of Programs with a dotted line to the SVP of Operations, you will collaborate with these teams to ensure systems effectively support the work. Your core mandate is owning the system's infrastructure, alongside operational processes such as volunteer leader reimbursements, member support, and swag fulfillment, with an emphasis on automation and improvement over time. The goal is to make operational work lighter as systems become more intelligent. The role involves managing systems that support companies, nonprofits, volunteer leaders, and program participants, including HubSpot (CRM), event platform operations, and associated automations and communications. You will also handle direct operational tasks like member inquiries and reimbursement processing. While the community platform is managed by another team member, you will partner with them and the Product team on system integrations. AI will be leveraged to scale team capacity by identifying and deploying automations, building a library of workflows and prompts, and facilitating the adoption of new tools.

Requirements

4-6 years in operations, revenue operations, or systems-focused program roles, with clear ownership of CRM infrastructure in at least one prior role.
HubSpot admin-level expertise (or comparable CRM experience with willingness to go deep on HubSpot): workflow automation, pipeline configuration, custom properties, segmentation, and reporting built from scratch.
Proven ownership of data integrity end-to-end — clean records, reliable reporting, and the judgment to push back when requests would compromise either.
Strong project management instincts — able to hold multiple workstreams at once, set clear milestones, and drive toward completion without heavy oversight.
Hands-on experience with automation tools (Zapier, Make, or similar) and working fluency with LLMs for practical workflow applications.
A systems thinker who designs infrastructure rather than workarounds, and who can explain technical decisions to non-technical stakeholders.
Clear, warm communicator — comfortable writing a process doc, explaining a data model to a program lead, and saying "no, here's why" when a request would break the system.
Deep commitment to gender equity and Lean In's mission.

Responsibilities

Set and enforce data governance standards across Programs and Partnerships, in partnership with the Director of Operations and VP of Programs.
Own HubSpot end-to-end as our system of record — architecture, data model, and day-to-day administration.
Own the partnerships pipeline infrastructure: deal stages, properties, reporting, and the automations that move partners from prospect to active engagement.
Design workflows that support onboarding, engagement, and retention across all three audiences.
Build and optimize automated communication journeys in HubSpot — lifecycle emails, triggered workflows, and drip sequences.
Own the segmentation, list hygiene, and deliverability infrastructure for community-facing email.
Own the operational infrastructure for events: Zoom, registration, attendance tracking, and follow-up automations, in partnership with program owners.
Partner with Product on the data integration between HubSpot and our community platform.
Build dashboards and reports that give leadership real-time visibility into program health, partner activity, and community engagement.
Manage community service inboxes across all programs — defining escalation logic, maintaining the AI flows that handle routine requests, and responding when those flows can't.
Serve as the operational backstop for member questions and account-level admin changes, partnering with the community platform lead when systems changes are needed.
Manage swag fulfillment - stock, conference shipments, and partner and community gifts.
Own the reimbursement process for our volunteer leaders, improving the workflow as the program scales.
Use AI to scale the team's capacity — identifying and deploying automations that eliminate manual work, building a practical library of workflows and prompts the team can use day-to-day, and helping colleagues adopt new tools as they roll out.