Moxie Partners, Inc.

• Own the migrations function end-to-end • Build the systems that make scale possible • Drive the metrics that matter • Lead a team that gets stronger as volume increases • Influence the product from the ground up

• Own the full talent lifecycle end-to-end. • Lead and coach a two-person recruiting team. • Build and operationalize a quality of hire framework. • Step in as acting People lead during parental leave (Nov 2026 – early 2027). • Drive hiring velocity without sacrificing quality.

• Own your domains end-to-end — from discovery and problem framing through shipping and measuring impact • Drive measurable provider outcomes — your work will have a clear line to metrics that matter • Build deep customer fluency — shadow providers, join account calls • Elevate the design baseline — identify and address structural design debt • Shape the roadmap, not just execute it

Role Description We're looking for a Lead, Knowledge & Learning Systems to solve one of Moxie's biggest scaling challenges: transforming scattered expertise into accessible, self-service knowledge that empowers both our team and our customers. You'll also be stepping into a greenfield opportunity to build the learning infrastructure that will define how we scale—owning everything from internal employee onboarding to external customer education. This role creates unified knowledge systems that accelerate employee ramp time, reduce support load, and help customers succeed independently. - Build and execute a comprehensive content governance framework that establishes documentation standards, ownership models, and maintenance cycles across both internal and external knowledge bases, getting cross-functional buy-in from department leads. - Evaluate, select, and implement a company-wide LMS that serves both internal employees and external customers, partnering with subject matter experts across the organization to co-create content — with the goal of deflecting 20-30% of "how-to" support tickets and reducing enterprise customers' reliance on live assistance. - Design and launch role-specific learning paths that support employees at every stage — from new hire onboarding to ongoing enablement for current team members — ensuring the organization stays current on new product launches, process changes, and emerging knowledge needs, with measurable improvements in time-to-productivity and performance validated by manager feedback and metrics. Qualifications - Proven experience building knowledge systems from scratch with measurable impact on training efficiency, support deflection, or content accessibility. - Data-driven decision-making ability to analyze support tickets, search queries, and user behavior patterns to identify content gaps and prioritize high-impact work. - Cross-functional influence without authority — ability to build partnerships with Sales, Product, Support, and Operations teams. - Systems thinking and process design experience establishing governance frameworks, content taxonomies, and maintenance cycles. - Bias toward action and comfort with ambiguity — ability to ship quick wins while simultaneously building foundational infrastructure. Benefits - Own the entire knowledge strategy for a scaling company — build both internal and external learning systems from the ground up. - Direct, measurable impact on company efficiency and customer success — visibly reduce support load, accelerate employee productivity, and improve customer independence. - Rare dual-scope role that bridges employee learning and customer education, providing exposure to the full business. - Greenfield opportunity to establish standards, tools, and processes that will define how Moxie scales. - Work with a company in growth mode where your knowledge infrastructure will directly enable our dual-engine business model to scale efficiently and sustainably.

• Own and lead six operational functions — setting the roadmap, driving cross-functional alignment across Practice Success, Front Desk Services (FDS), Practice Onboarding, and Revenue Operations, and making most operational decisions without escalating upward. You're the primary point person, not a coordinator. • Build AI-assisted workflows at scale — stand up AI-powered QA for Meta ads, websites, and GHL automations; deploy AI triage for Technical Support; and identify every place automation can close the gap between current capacity and where we need to be at 1,000 providers. • Drive measurable quality improvement — audit error rates and QA processes, escalation rates, and ticket volume across functions; establish baseline KPIs; and execute structural fixes that deliver quantifiable improvement. • Stabilize and integrate the Front Desk Services team — establish roles, capacity models, performance dashboards, and accountability frameworks for a team newly transitioned into Marketing Services, and align the guest experience across all touchpoints. • Design and execute the operational roadmap to 1,000 — deliver a sequenced, cross-functionally aligned plan that gets Marketing Services operationally ready to absorb the next cohort of providers without proportional headcount growth, and contribute a credible POV to H2/2027 planning.

• Own and evolve Moxie's Semantic Layer (dbt + Omni), build benchmarking and segmentation datasets that surface actionable insights across key medspa performance pillars — patient acquisition, retention, operational performance, and more. • Enable embedded AI within Moxie Suite by developing high-quality datasets that power conversational analytics and accurate recommendations, targeting 98%+ accuracy for core medspa operational metrics. • Drive data trust across the business by leading the Revenue Reconciliation & Operations workstream within the Data Governance initiative — unblocking enterprise-critical reports like staff and service-level pay. • Partner with BizOps to establish correlation and affinity metrics (e.g., 'Service A is highly correlated with increased retention') that enable the Sales and PSM teams to close more enterprise medspas. • Lay the groundwork for predictive analytics by exploring methods that take Practice Intelligence from 'here's what happened' to 'here's what's going to happen — and here's what to do about it.'

• Ensure new clients successfully complete all required onboarding steps, including necessary forms, integrations, and technical setups to run Meta ads and optimize their Google Business Profile. • Provide clear, step-by-step guidance and support to ensure clients are set up for success. • Simplify complex processes through email communication and one-on-one calls to create a seamless onboarding experience. • Walk clients through connecting their Facebook Page, Instagram Profile, and Meta Business Suite. • Guide clients in setting up two-factor authentication (2FA), phone number verification, and payment methods. • Facilitate permission and role sharing within Meta Business Manager. • Troubleshoot common setup issues through screen-sharing sessions or direct intervention. • Guide clients through setting up or claiming their Google Business Profile. • Assist with profile verification, including phone, email, and business verification processes. • Help optimize business profiles by ensuring accurate business information, adding photos, and encouraging customer reviews. • Provide recommendations to improve local SEO and search visibility using Google Business Profile tools. • Partner with Client Success Managers to support clients in configuring their online stores, including product listings, payment gateway integrations, and store readiness. • Troubleshoot issues related to inventory management, checkout processes, and product visibility to ensure optimal store performance. • Follow SOPs to research and personalize marketing strategy presentations that highlight quick wins and provide an overview of our services. • Address basic client questions about our marketing programs, expectations, and campaign optimization strategies. • Stay updated on changes in Meta advertising tools, Google Business Profile, and related platforms to provide accurate and timely support. • Share client feedback and insights to help improve onboarding and support processes. • Maintain detailed documentation of client interactions, onboarding progress, and issue resolution. • Execute processes that utilize onboarding data to support other teams in personalizing marketing strategies.

• Own the benchmark library. • Run the insight cadence. • Make strategic projects smarter. • Supply marketing with hero stats. • Shape the product roadmap.

• Own and lead six operational functions — setting the roadmap, driving cross-functional alignment across Practice Success, Front Desk Services (FDS), Practice Onboarding, and Revenue Operations, and making most operational decisions without escalating upward. You're the primary point person, not a coordinator. • Build AI-assisted workflows at scale — stand up AI-powered QA for Meta ads, websites, and GHL automations; deploy AI triage for Technical Support; and identify every place automation can close the gap between current capacity and where we need to be at 1,000 providers. • Drive measurable quality improvement — audit error rates and QA processes, escalation rates, and ticket volume across functions; establish baseline KPIs; and execute structural fixes that deliver quantifiable improvement. • Stabilize and integrate the Front Desk Services team — establish roles, capacity models, performance dashboards, and accountability frameworks for a team newly transitioned into Marketing Services, and align the guest experience across all touchpoints. • Design and execute the operational roadmap to 1,000 — deliver a sequenced, cross-functionally aligned plan that gets Marketing Services operationally ready to absorb the next cohort of providers without proportional headcount growth, and contribute a credible POV to H2/2027 planning.

• Own post-sales analytics end-to-end — build and maintain the reporting infrastructure for churn, retention, launch velocity, and service adoption that gives Customer Growth leadership real-time answers to the questions that used to require a manual pull. • Close the book-to-live gap — make the period between contract close and provider go-live visible, managed, and measurably shorter by designing implementation tracking and handoff frameworks that eliminate blind spots between Sales, Onboarding, and PSMs. • Build a repeatable GMV growth framework — develop the segmentation, cohort analysis, and service-line reporting that lets leadership understand which customers, geographies, and offerings are driving revenue performance (and which aren't) so go-to-market decisions are grounded in data, not instinct. • Automate the recurring operational motions that slow PSMs down — identify the administrative overhead eating into their week and build the workflows, HubSpot automations, and integrations that give them back time for providers. • Become the connective tissue between Finance, Customer Growth, and Sales — standardize how NRR, churn, and expansion are defined across teams, own the reporting glossary, and ensure everyone is working from the same ARR definitions and a renewal pipeline that functions as a real operational asset.