Strategy & Operations - Manager (Scaled Operations)
About The Position
We are seeking a hands-on operator with a penchant for process improvement, strong analytical abilities, the ability to bring structure to new and often ambiguous workstreams, and to collaborate cross-functionally across operations, product, and engineering. You will be driving Traba’s marketplace operations in real-time in a way that impacts Traba’s customers directly, every day and hour, and is a key differentiator in the industry. Additionally, you will own and continuously improve Traba’s support functions for both sides of the marketplace. Scaled Operations is a team of highly capable and motivated individuals that is online 24x7 and this role is expected to be their champion, the directly responsible individual who’ll ensure our marketplace runs smoothly, always. You will report to and work closely with the Head of Worker Operations, with steep growth potential to take on more responsibilities as you scale your impact.
Requirements
- Ops Expertise : 5+ years in operations, strategy, account management, or customer success, with at least 2 years in a hands-on executional role (non-consulting), ideally in a fast paced environment with a focus on process improvement and structure. Previous experience in tech, marketplace, or startup environments is a plus.
- Grit and Strategy : Willingness to spend time in the weeds, roll up sleeves and work at the ground level daily, fill shifts with workers, solve support tickets, write queries and build dashboards with the team. Additionally, the ability to think tops down to strategically up-level efficiency, automation and drive down costs.
- Analytical & Strategic Mindset : Ability to develop data-driven strategies and measure success against KPIs. Proficiency in SQL, Excel, BI software is a must.
- Communication Skills : Excellent communication skills, with the ability to influence stakeholders at all levels and clearly convey complex ideas. Develop your own ideas and convert them into real-world processes.
- Growth-Mindset : A passion for scaling businesses, building teams, and improving operational processes. Comfortable in a fast-paced, ambiguous environment where you’ll wear multiple hats and be very hands-on with gritty work.
Nice To Haves
- Previous experience in tech, marketplace, or startup environments is a plus.
Responsibilities
- Operational Excellence : Own the optimization of live operations, business and worker support to ensure high levels of stakeholder satisfaction, retention, and growth opportunities while driving up operational and cost metrics
- Data Analytics: Be knee deep in data, leveraging proficiency in SQL and other analytical tools along with the ability to extract insights from available data to inform process and product decisions
- Subject Matter Expertise and Management: Lead a large team from the front by being in the day to day of our operations, developing expertise to be the escalation point for all work; grow into managing and coaching a large team distributed across the globe
- Cross-functional Collaboration : Work closely with other Ops teams to consistently put in place scalable and efficient processes as Traba grows. Partner with product and engineering on solutions to enhance internal operations
- Customer Obsession : Ensure that customer feedback, both internal and external, is captured and acted upon, improving Traba’s customer experience and driving revenue growth. You will be responsible for cost to serve, fill rate, marketplace support response & resolve times, and CSAT scores
Benefits
- 📈 Start-up equity
- 💰 Competitive Salary
- 🩺 100% Paid health, dental & vision coverage
- 🍽️ Dinner Provided via DoorDash, free DashPass & stocked kitchen for NY employees
- 🚍 Commuter benefit
- 🏋🏽 Gympass Benefit
- ✚✚ Additional: One Medical Membership, Gympass, HSA via Optum, Talkspace, HealthAdvocate, Teledoc Health
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
51-100 employees
