• Lead and develop Operations Managers to deliver KPI excellence, drive franchisee engagement, and ensure consistent execution of brand standards across the network • Drive franchisee adoption of operational best practices that improve customer experience and increase unit-level sales and profitability • Build scalable operating rhythms and processes across franchise locations to improve sales growth, customer service, strategic account performance, and key KPIs • Establish strong feedback loops by seeking input and providing timely coaching to franchisees, field leaders, peers, direct reports, and business partners

• Own end-to-end execution and optimization of email, push, and in-product messaging programs. • Establish and enforce channel best practices to drive engagement, retention, and conversion. • Continuously test and optimize targeting, timing, templates, and creative to improve performance across all owned channels. • Build and maintain robust analytics frameworks to monitor channel effectiveness and guide optimizations. • Adopt and advocate for channel best practices (e.g., send cadence, segmentation, personalization). • Leverage AI to improve strategies, creative output, and campaign performance. • Scout emerging communication channels (e.g., SMS) for growth opportunities. • Pilot, test, and scale new channels with a focus on channel fit, compliance, and ROI. • Stay ahead of changes that could impact deliverability and channel efficacy, including shifts in channel platforms, device OS, privacy policy, and AI-driven filtering. • Partner closely with Product and Engineering to evolve and maintain a scalable, reliable and AI-enabled MarTech infrastructure. • Own requirements for automation, personalization, data flows, and reporting across all growth channels. • Lead rapid identification, troubleshooting, and resolution of platform issues. • Drive adoption of AI within MarTech to accelerate growth marketing efforts. • Embed scientific rigor in growth: design experiments, measure results, and apply insights to inform broader channel and growth strategies. • Foster a data-first, experiment-driven culture within the consumer growth team. • Work closely with Growth Marketing, Product, Engineering, and Marketing Enablement to align on priorities and deliver impact. • Proactively communicate risks, opportunities, and results to stakeholders with clarity and actionable insight. • Guide team members in developing world-class growth operations capabilities and foster a high-performance culture focused on continuous learning and operational excellence.

Role Description When a patient reaches out to Felix, you're often the most important person in their healthcare journey at that moment. This role is about more than closing tickets — it's about making sure people feel heard, get real answers, and leave the interaction better off than when they started. You'll work primarily through chat and email, handling a meaningful volume of conversations each day. You'll need to think on your feet, navigate systems quickly, and resolve most issues without handing them off. It's a role with genuine ownership and genuine impact. If you're someone who gets satisfaction from solving a hard problem well, who reads between the lines of what someone is asking, and who wants to build a career in a fast-moving, mission-driven environment — this is a strong fit. Qualifications - Experience in a customer-facing role - Has used AI tools in a meaningful way, not just as a user, but someone who's shaped outputs, built workflows, and found smarter ways to apply them beyond the obvious use case - Telehealth or digital health background is a bonus - Weekend availability (Wednesday - Sunday) Requirements - Communicate with precision — you write clearly, get to the point, and break down complex ideas in a way that's simple to understand - Are a self-directed problem solver — you make confident decisions with the information available, and take initiative without needing constant direction - Have natural curiosity — you ask questions others don't, dig into the root of problems, and genuinely want to understand how things work Benefits - Full medical, dental and vision benefits - Maternity/paternity policy - 3 weeks' vacation - Competitive compensation - Stock option grant - Remote first, work from anywhere in Canada - Incredible culture powered by a highly collaborative and high-performing team - Large impact at an early-stage technology company - Professional development opportunities, working closely with founders and the senior leadership team

Role Description The Director of Graduate Technical Operations is responsible for the administration, optimization, and strategic use of the Graduate Admissions Office’s constituent relationship management system, Slate CRM, and its integration with the university’s student information system, Workday Student. This position serves as the primary functional expert for enrollment technology supporting graduate admissions operations. The Director collaborates with Graduate Admissions leadership across 6 graduate schools, IT, and other campus partners to design and support business processes, data integrations, and reporting solutions that support Santa Clara University’s graduate recruitment, admissions, and enrollment goals. The role includes responsibility for analyzing business requirements, recommending system improvements, and implementing technology solutions using Slate and Workday Business Process delivered capabilities. This position reports directly to the Vice Provost for Graduate Programs and supports strategic initiatives across all graduate programs. The position has the option to be fully remote (with required in-person meetings/trainings as needed) or hybrid from Santa Clara main campus in Santa Clara, CA. Essential Job Duties - Slate CRM Administration and System Operations - Configure and maintain Slate-hosted applications for 6 different graduate school bases, including system configuration, workflow automation, testing, documentation, and production monitoring. - Review current business practices and translate business requirements into functional specifications. - Coordinate and manage annual application cycle updates, including system configuration, workflow automation, testing, documentation, and production monitoring. - Evaluate external vendor product capabilities and enhancements to determine alignment with institutional needs and strategic enrollment goals. - Manage system enhancement requests and translate business requirements into functional specifications in collaboration with technical teams and campus partners. - Implement and maintain new functionality within the Technolutions Slate platform to support enrollment growth and operational efficiency. - Serve as a subject-matter expert and internal resource for staff implementing new features and best practices within Technolutions Slate. - Workday Business Process Support - Support and optimize Workday Student business processes related to admissions, matriculation, and student lifecycle events within Workday. - Prospect Integration - Application Integration - Match and Merge Reconciliation - Decision Integration - Graduate EIB Integration - Pre-WD/Decline Integration - Test Scores Integration - All processes specific to Graduate matriculation for 6 graduate schools, year-round. - Collaborate with campus stakeholders to maintain Workday business process workflows including approvals, notifications, and task routing. - Assist in testing and implementing new Workday business process configurations and enhancements. - Monitor integration points between Slate CRM and Workday Student to ensure accurate synchronization of applicant and student records. - Security and Access Management - Create and maintain role-based security permissions aligned with operational responsibilities for staff and faculty. - Maintain and review system security roles and user access permissions within Slate and Santa Clara’s Entitlement Application. - Conduct periodic audits of security configurations to ensure compliance with institutional policies. - Reporting and Data Analytics - Provide strategic oversight for graduate admissions reporting and analytics, developing and maintaining operational reports, queries, and dashboards within Slate to support data-informed enrollment management. - Plan, prepare and produce a variety of queries and reports for campus stakeholders. - Customize and build applications, create forms, queries and reports to support all stages of the admissions cycle. - Manage annual application updates including configurations, automation, testing, training, and monitoring. - Direct the production and distribution of recurring recruitment and enrollment performance reports (daily, weekly, monthly, and quarterly) to monitor admissions trends, pipeline activity, and enrollment outcomes. - Assist the Vice Provost for Graduate Programs with enrollment reports and figures as needed for all graduate schools. - Change Management and System Enhancements - Facilitate review of new system features with end users, assessing usability, operational impact, and opportunities for process improvement. - Evaluate the impact of updates and deployment of system enhancements. - Conduct fit-gap analysis and develop documentation related to system upgrades and configuration changes. - Coordinate user acceptance testing for system upgrades and enhancements. - Troubleshooting and Vendor Coordination - Serve as the primary point of contact for user support requests within Technolutions Slate, independently managing and resolving support tickets while collaborating with stakeholders to troubleshoot issues and implement solutions. - Serve as the primary point of contact for troubleshooting system issues related to Slate CRM and related integrations. - Investigate and resolve complex system issues, including replication and documentation of errors. - Coordinate with vendor support teams and campus IT partners to resolve system issues. - Data Integration and External Systems - Manage integrations and data feeds from third-party testing and credential evaluation vendors including: - ETS (TOEFL, GRE) - GMAT - IELTS - WES - Duolingo - SPANTRAN - Maintain automated data imports and ensure accuracy of applicant data within Slate. - Create and maintain Source Format for both automated and manual data import. - Eduvantis - Net Natives/Akero - Everspring/Brightspot - SEED - Law Unite - Training and User Support - Serve as the primary training resource for admissions staff using Slate CRM. - Develop documentation and training materials to support new users. - Attend annual Slate meetings and conferences as required. - Coordinate regular Slate/Workday user group meetings to promote best practices and knowledge sharing. - Collaboration and Governance - Collaborate with campus partners including Admissions, Registrar, Institutional Research, and Information Technology. - Support institutional governance processes related to admissions systems and enrollment data management. - Represent the university in regional and national Slate user groups and conferences. - This position also collaborates with campus constituents and manages their access to Slate as needed. Qualifications - Attentive to detail and ability to function in a multi-tasked environment. - Excellent written and verbal communication skills. - Ability to work collaboratively with a diverse community of students, faculty, and other staff members. - Ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment. - Knowledge and experience with higher education system software, particularly Technolutions Slate and Unite, is highly desired. - Knowledge of full-cycle admissions, undergraduate or graduate (preferred). - Ability to prioritize multiple responsibilities and projects simultaneously. - Maintain confidentiality of data. - Stay up-to-date with industry developments and technologies. - Understand and support the Jesuit tradition of education; commitment to the fundamental values of service to others, community, and diversity. Requirements - Bachelor's degree required. - Previous experience with Technolutions Slate CRM is preferred. - 4+ years working in a professional academic and/or business environment. - An interest in technology and the Internet. - Willingness to learn to use new tools (SQL, HTML). - Ability to work both independently and as part of a team. - Detail-oriented work style. - Excellent oral and written communication skills. - Proficient in multitasking. - Focus on providing excellent customer service to support technology. - Advanced Windows and MS Office skills. - Strong initiative and motivation. Preferred Qualifications - Advanced problem-solving skills applicable to issues of admissions operations and data management. - Previous experience with implementing an admissions application system. - Familiarity with higher education environment and knowledge of Santa Clara University’s unique culture and administrative systems preferred. - Advanced knowledge of functional and Slate setup requirements. - Advanced knowledge of functional Workday Student Admissions. - Working knowledge of Student recruiting, applications, application evaluations, self-service. - Comprehensive knowledge of reporting fundamentals. - Comprehensive knowledge of systems analysis tools and techniques. Physical Demands The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. - Considerable time is spent at a desk using a computer and phone. - Required to frequently travel to outside constituent meetings. - Required to travel to other buildings on the campus. - May be required to attend conferences and training sessions within the Bay Area, nationally or internationally. Work Environment - Typical office environment. - Mostly indoor office environment with windows. - Offices with equipment noise. - Offices with frequent interruptions. Telecommute Santa Clara University is registered to do business in the following states: California, Nevada, Oregon, Washington, Arizona, and Illinois. Employees approved to telecommute are required to perform their work within one of these states. EEO Statement Santa Clara University is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, ethnicity, national origin, citizenship, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, marital status, parental status, veteran or military status, physical or mental disability, medical conditions, pregnancy or related conditions, reproductive health decision making, or any other characteristic protected by federal, state, or local laws. Americans with Disabilities Act Consistent with its obligations under the law, Santa Clara University will provide reasonable accommodations to applicants and employees with disabilities. Applicants who wish to request a reasonable accommodation for any part of the application or hiring process should contact the Department of Human Resources ADA Team.