Nory

• Owning the most complex and ambiguous problems across product and platform, bringing structure, clarity and momentum where the path forward is not yet obvious • Shaping technical and product direction in partnership by helping define pragmatic approaches, sequencing work effectively, and influencing roadmaps through strong engineering judgment • Driving cross-team alignment and execution on initiatives that cut across squads • Raising the effectiveness of other engineers through technical leadership, decision-making guidance, hands-on problem-solving, and clear communication during delivery • Improving the overall system by identifying opportunities across architecture, reliability, developer experience

• Provide exceptional customer service via email, phone, and chat to resolve inquiries and issues promptly. • Build and maintain positive relationships with customers, anticipating their needs to ensure satisfaction. • Conduct customer outreach and follow-ups to provide personalized support and ensure continued engagement. • Maintain accurate records of customer interactions and monitor feedback to identify improvement areas. • Collaborate with cross-functional teams to meet customer needs and drive process improvements. • Assist with special projects to support the customer happiness team, such as research or system development projects.

• Instagram Strategy & Growth: Develop, curate, and manage a structured, high-impact Instagram content calendar. Intentionally grow our followers and engagement metrics, focusing heavily on community impact rather than just vanity metrics. • Video-First Content Creation (Primary Focus): Produce, shoot, and edit highly engaging Reels that capture both the emotional energy and the educational depth of our STEM programs. Optimize all short-form video content for reach, watch time, and retention. • Visual & Written Storytelling: Write compelling, human-centric captions that connect our core values (resilience, inquisitiveness, empathy) to what parents care about most. Turn technical curriculum themes into accessible, weekly narratives. • Basic Graphic Design: Design clean, simple, and brand-consistent static graphics or carousels when needed to support announcements or educational content. • Performance Tracking & Analytics: Track weekly engagement metrics, saves, shares, and DM inquiries. Interpret data trends to continuously iterate and pivot our content strategy.

• Communicate with families via phone, email, and chat to resolve inquiries, deliver exceptional support, and foster lasting brand loyalty. • Recruit, train, mentor, and manage an additional customer support team member to effectively delegate daily operational tasks. • Nurture the NORY family community through creative, proactive engagement initiatives that extend beyond regular support (e.g., tailored newsletters, family outreach). • Oversee customer-related administrative duties, including data entry, operational reporting, and assisting with student programming and scheduling. • Lead strategic initiatives such as partnership development, community events, enrollment optimization, and cross-functional process improvements.

• Create streamlined automation solutions using Airtable and Zapier for core program management workflows, including attendance tracking, staffing charts, and performance-based KPIs. • Proactively audit and troubleshoot existing workflows to ensure zero operational downtime. • Collaborate across various departments to identify manual bottlenecks and design scalable automation opportunities. • Build and maintain comprehensive, clear documentation for all active workflows, databases, and automation logic. • Provide training and technical support to internal team members to ensure smooth adoption of automated systems. • Stay current with emerging automation trends, features, and third-party integrations to continuously improve company operations.

• Develop and refine a data-driven customer acquisition strategy tailored specifically to key segments within the NYC parenting and education markets. • Produce and manage compelling marketing content—including short-form videos, images, and brand narratives—that highlights the transformative impact of our programs. • Implement SEO best practices, conduct comprehensive keyword research, and optimize website content to maximize organic search visibility. • Manage and optimize our digital channels (primarily Instagram and YouTube), continuously evaluating engagement metrics to agilely adjust strategies. • Track and analyze cross-channel campaign performance and SEO effectiveness, translating raw insights into clear strategic roadmaps.

• Joining a VC-backed start-up to build a new category with a product that has strong market fit but is just getting started in the US • Owning the full sales cycle, from outbound prospecting to contract negotiation and close • Closing B2B SaaS deals with CFOs, General Managers, and Regional Operators - understanding their unique challenges and needs • Delivering best-in-class product demos and feeding insights back to the product team

• Design and implement streamlined automation solutions using Airtable and Zapier for program management workflows, including attendance tracking, staffing charts, and performance-based KPIs • Proactively troubleshoot existing workflows to ensure systems run smoothly • Collaborate with various teams to identify automation opportunities and optimize processes • Maintain comprehensive documentation of all workflows and automation systems • Provide training and support to ensure team members can effectively use automated systems • Stay current with automation trends and technologies to continuously improve our operations

• Source passive candidates: identify people who are not actively looking, write tailored outreach, and convert them into applicants. • Manage inbound applications across LinkedIn, Indeed, and our ATS (Ashby), keeping every candidate moving forward or out within 48 hours. • Run first-round screens (phone or video) using NORY's structured interview rubric. • Track recruiting metrics weekly: applicants by source, time-to-screen, screen-to-offer, and pass-through rates by stage. • Coordinate scheduling between candidates and hiring managers. • Maintain a "warm bench" of strong candidates for future openings.

• Mentorship and Guidance: Lead campers through interactive STEM activities. • Safety and Supervision: Maintain a safe and welcoming environment for all campers. • Activity Coordination: Help organize and lead camp activities, ensuring each day is dynamic and enriching for every camper.