This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We're a fast-growing property management and maintenance company operating across Dayton and Columbus. We have great people, industry-leading systems, and real momentum. We need one exceptionally organized person to help run those systems and make sure nothing falls through the cracks. This is a fully remote coordination role. You will never be on a job site. But you will be the reason every job site runs the way it should. - Work with our experienced field team members to build logistically sound team schedules - Hold the gate on our two non-negotiables: no job starts without materials confirmed, no work begins without an approved price - Monitor and maintain Jobber (our field service platform) - work orders current, nothing stale, nothing missing - Follow up on outstanding estimates and chase unpaid invoices through our client communication tools - Prep morning meeting agendas so our field teams start every day already knowing their day - Compile weekly reports on jobs completed, estimates closed, and invoice aging across both divisions - Be the connective tissue between our field experts and our clients. You don't need to know construction, you need to know how to ask the right questions and get the right information to the right people Qualifications - Obsessively organized. This is not a personality trait we'd like you to have, it's the job - Strong written and verbal communicator - your messages are clear, concise, and professional every time - A fast and thorough learner. Our systems are already built, and your job is to master and run them - Comfortable holding people accountable without being in the room - Experience with field service, project management, property management, or operations coordination - Familiarity with tools like Jobber, TenantCloud, ServiceTitan, or similar — or a demonstrated ability to learn new software quickly - Thrives in a fast-moving environment where execution matters more than ideation - Self-directed - you don't need someone to tell you what to do next, you already know - Communicates openly - if you see something that could work better, you say so and we'll work on it together Benefits - $35,000–$50,000 salary depending on experience - Fully remote - work from anywhere - Real ownership of your role from day one - A company that has invested heavily in building the right systems and genuinely needs the right person to run them - Room to grow as the company grows - we're building something and we want people who want to build with us

• Lead the annual and semi-annual target-setting cycles • Define top-down targets while collaborating with department heads • Develop unique target setting methodologies across segments of our business • Lead the development and maintenance of customer segmentation to identify growth opportunities • Identify the 'tipping points' in the customer journey • Work with Sales and Finance to ensure targets enable Twilio to achieve broader strategic goals • Present target proposals to senior leadership • Refine the planning process to reduce 'planning lag' and improve accuracy of projections

• Ensure the continuous, stable, and reliable operation of message deliveries (SMS, WhatsApp, RCS, and other channels). • Monitor operational performance, including delivery rate, latency, failures, and bottlenecks. • Proactively and reactively address critical incidents. • Create and maintain daily, weekly, and monthly operational monitoring routines. • Oversee active client operations, ensuring quality, SLA compliance, and performance. • Serve as the focal point for complex operational issues. • Collaborate with Support/CX to resolve problems and improve the customer experience. • Support retention and account expansion strategies through operational excellence. • Define, track, and evolve messaging KPIs, such as delivery rate, latency, errors, performance by provider/channel, and operational SLA. • Create dashboards and management reports for leadership. • Generate strategic insights to drive continuous operational improvement and product evolution. • Manage messaging vendors, assessing technical performance, quality, cost, and reliability. • Develop new routes and vendors to reduce costs, increase reliability, and provide operational redundancy. • Lead technical and operational negotiations with strategic partners. • Lead and structure the support and CX team’s activities. • Define processes, workflows, SLAs, and service standards. • Ensure alignment between operations and customer experience. • Evolve support from a reactive model to a proactive, data-driven model. • Document critical processes and create operational, incident, and escalation playbooks. • Support the professionalization of operations, promoting scalability and sustainable growth. • Ensure governance practices that guarantee operational reliability, predictability, and quality.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a detail-oriented and analytical Operations Analyst to join our client's team (an industry-leading, VC-backed B2B healthcare startup creating an AI voice call center agent for clinics) and play a crucial role in their daily call analysis and reporting processes. This startup has raised over $100M in venture capital funding and has quickly become a leader in their industry. As an Operations Analyst, you will be responsible for: - Reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and clients. - Maintaining service quality and driving continuous improvement in operations. - Working closely with various departments, including customer service, quality assurance, and product development. Qualifications - Bachelor's degree in Business Administration, Data Analytics, or related field - 4+ years of experience in operations, quality assurance, or customer service / call center environments - Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programs (Bonus) - Proficiency in data analysis tools (e.g., Excel, Google Sheets, SQL) - Detail-oriented with a keen eye for identifying patterns and anomalies in data - Strong analytical skills with the ability to interpret complex data and derive actionable insights - Incredibly disciplined and productive, able to maintain high output even when handling seemingly mundane tasks - Excellent written and verbal communication skills - Ability to manage time effectively and meet daily reporting deadlines - Strong problem-solving skills and a proactive approach to addressing issues - Previous experience working the overnight/graveyard shift - Nice-to-have: experience with Gmail, Slack, Notion Requirements - Analyze customer calls for quality, compliance, and issue identification - Prepare detailed reports on call performance, trends, and areas for improvement - Communicate findings to internal teams and clients through well-structured reports - Collaborate with the quality assurance team to develop and refine call evaluation criteria - Identify opportunities for improvement and efficiency gains in our technology - Assist in the creation and maintenance of dashboards for real-time performance monitoring - Contribute to the continuous improvement of our call analysis and reporting tools and methodologies - Perform ad hoc administrative, business operations, and special project tasks as needed Benefits - Competitive pay, always in US dollars - Work remotely from the comfort of your home - Health & wellness benefit - Paid holidays and time off - Performance and referral bonuses - Global exposure to the world’s best companies