S&O Manager

Clipboard • San Francisco, CA

5d • $100,000 - $130,000 • Remote

About The Position

The Strategy & Ops Manager role is ultimately an experienced generalist role suited for the “all-around athlete” type who can do it all and wants exposure to a range of problems and opportunities, but your first tour will be as an "M1" managing our team of billing collections representatives. Though you’re likely someone who’s interested in and capable of solving different problem types (you’re resourceful, adaptable, and confident you can figure it out if you can sink your teeth in deep enough), you have a demonstrated ability to lead large teams and deliver outcomes with strengths in:
Feedback, coaching, and upholding standards – We have uncomfortably high standards for ourselves, our teams, and our peers, and upholding this on your team with coaching and feedback is arguably the most important impact you can have in this role. We believe in raising the performance bar with every hire and promotion (and every decision to "rehire" someone into their current seat). You should write excellent feedback, invest in high-potential members who show great mileage for feedback, and willingly move exceptional talent into roles where they deliver the biggest impact. At the same time, leaders realize when they manage or have hired someone unexceptional and unapologetically hands that person an exit package to make space for someone exceptional in that role. In this role, you should focus your precious coaching and development time on growing and rounding out exceptional talent so they can become the next generation of leaders, instead of shoring up underperformers hoping they’ll magically improve.
Process engineering and systems design – You know how to identify a problem and design a system that permanently fixes the problem upstream. That might be a refined performance evaluation system with a QA component for your team, or a new way of setting up queue design for inbound calls, or org structure changes to align the best people to the biggest challenges.
Problem-solving approach – Your team's biggest problems naturally bubble up to you, which means you need to have judgment, decisiveness, and the ability to break down problems in uncertain or unfamiliar situations.
Touching reality – Instead of reading customer conversation notes, you talk to customers yourself; instead of hearing about a support call in a 1:1, you listen to the call yourself; instead of reading a report on a support ticket, you review the ticket yourself; instead of being told "our phone queues are healthy," you go look at the data dashboard.
First Tour of Duty – Quick background on Billing
Our most immediate need right now is on the Billing team. The TLDR is that we want to maximize our profitability by collecting money as fast as possible and minimizing losses, while preserving the customer experience, all in service of reliably converting revenue into cash (the lifeline of a capital-intensive business like ours). This in a way is “ensuring high-quality growth” for the company.
Although Clipboard provides a service where workplaces can find qualified professionals to fill shifts, we are in many ways a lending company at our core since we pay professionals immediately after they work a shift. For illustrative purposes: a nurse works a shift → we pay the nurse $100 immediately with our cash → the workplace pays us $120 a month later. We extend debt to workplaces using cash we borrow, with interest, from an Asset-Backed Line (ABL) of credit – workplaces use that debt to pay their staffing costs, and we expect to be paid back by the workplaces at a later date based on agreed-upon net terms.
Billing is doing the critical work of converting our revenue into cash that we put in the bank. Otherwise, money we cannot collect is money we’ve already burned. With thousands of customers operating in different regulatory environments, under different conditions, with nuanced capital structures and corporate setups, and using varied complicated processes…this can be hard to do at scale. We consistently fight a multi-faceted battle: a battle wherein we must maximize the speed at which we recognize revenue, maximize the margin associated with each shift, and maximize the customer experience, all without letting one unduly impact the other.
Optimizing collections is critical to make sure Clipboard is generating sustainable, high-quality growth and turning top-line revenue into cash that we use to service or grow other parts of the business, and you will help us do that.

Requirements

• Demonstrated ability to lead large teams and deliver outcomes.
• Strengths in feedback, coaching, and upholding standards.
• Ability to write excellent feedback.
• Ability to identify a problem and design a system that permanently fixes the problem upstream.
• Judgment, decisiveness, and ability to break down problems in uncertain or unfamiliar situations.
• Insatiable curiosity and ability to notice non-obvious clues and patterns.
• Ability to understand something from first principles and get to the root cause of the problem.
• Willingness to go to the source, test features, listen to agent calls, call customers, or execute workflows.
• Tenacity and persistence to problem-solving.
• Ability to sit with uncertainty, look at problems from new angles, and keep applying pressure.
• Ability to bounce back from failure quickly, avoid big mistakes, and not make the same mistakes twice.
• Learn from mistakes quickly.
• Reliable laptop/desktop (no Chromebooks or Linux OS).
• Minimum 20 Mbps wired internet connection.
• Wired headset for clear communication.
• A quiet, distraction-free workspace.
• Stable power and internet connectivity.

Nice To Haves

• Experience in billing collections.
• Experience in process engineering and systems design.
• Experience in a fast-paced startup environment.

Responsibilities

• Manage our team of billing collections representatives.
• Uphold high standards for the team with coaching and feedback.
• Invest in high-potential members who show great mileage for feedback.
• Move exceptional talent into roles where they deliver the biggest impact.
• Hand an exit package to unexceptional individuals to make space for someone exceptional.
• Focus coaching and development time on growing and rounding out exceptional talent.
• Identify problems and design systems to permanently fix them upstream.
• Refine performance evaluation systems with a QA component.
• Develop new ways of setting up queue design for inbound calls.
• Implement org structure changes to align the best people to the biggest challenges.
• Handle team's biggest problems with judgment, decisiveness, and problem-solving skills.
• Talk to customers directly to understand issues.
• Listen to support calls directly.
• Review support tickets directly.
• Analyze data dashboards for phone queues and other metrics.
• Maximize profitability by collecting money as fast as possible and minimizing losses.
• Preserve the customer experience while collecting payments.
• Convert revenue into cash.
• Optimize collections to ensure sustainable, high-quality growth.

Benefits

• 100% Remote – Always. Work from anywhere in the world.
• Fast-Paced Startup Environment. Join a company that values curiosity, independence, and growth.
• A Hiring Process That Rewards Skills, Not Just Experience. Every applicant gets a fair shot—our selection is based on real-world problem-solving ability, not just credentials.
• Opportunity to make a significant impact with our workplace customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed