• Research patient health insurance coverage via payer portals, phone calls to insurance companies, and hospital software platforms • Collaborate and communicate cross-functionally and with management to respond to client and stakeholder inquiries and escalate any issues • Utilize R1, payer, and client software platforms (i.e., Epic) to manage account information and workflow

• Act as the primary liaison between Learning Project Managers (design and implementation) and the Operations team (execution and support). • Partner with Project Managers during program design and implementation phases to operationalize delivery models, timelines, and resource strategies before launch. • Develop structured program handoff plans, including timelines, documentation standards, and knowledge transfer protocols. • Drive client and internal planning discussions, representing operational impacts of program design and delivery decisions. • Establish and maintain operational governance frameworks to support scalable service delivery. • Develop and maintain standardized workflows and documentation for: • Course intake and request management • Scheduling and delivery support • Reporting and communications • Operational service processes across programs • Identify opportunities to streamline and automate workflows. • Leverage AI-driven solutions to improve efficiency, scalability, and user experience within learning operations. • Ensure consistency and quality across all operational processes and deliverables. • Lead and manage a distributed team of Learning Coordinators across the US, EMEA, and APAC regions. • Provide daily direction, prioritization, coaching, and quality oversight. • Serve as the escalation point for operational issues and decision-making. • Forecast work volumes and lead capacity planning activities. • Actively balance workload distribution across Learning Coordinators based on program demand, team capacity, and individual skillsets. • Assess operational demand and identify gaps, recommending solutions such as process optimization, workload rebalancing, or additional resourcing. • Create and maintain cross-training and backup coverage plans to strengthen team resilience and service continuity. • Serve as the primary operational point of contact for client stakeholders. • Build and maintain strong client relationships through effective communication and service delivery. • Collaborate with internal teams to ensure operational commitments and service-level expectations are achieved. • Provide operational insights and recommendations that support program success and continuous improvement.

Role Description As the Director, Product Development Operations, you will lead the operational engine behind our Product, Engineering, and Design organizations. This is a people-leadership role responsible for building and scaling the teams, systems, and processes that enable Product, Engineering, Design, and Data teams to plan, build, and ship high-impact, user-centric solutions efficiently and predictably. You will set the strategic direction for product and engineering operations, spanning release management, tooling and workflow governance, product analytics enablement, and research operations, while directly managing and developing a small product operations team that includes the Senior Product Operations Manager and the UX Design team. You are equally comfortable setting multi-quarter strategy and rolling up your sleeves to solve in-the-weeds operational or design-resourcing problems, and you know how to lead both through direct authority and influence. What You'll Do - Team Leadership & Organizational Development - Build, lead, and develop a high-performing Product Development Operations team, including hiring, coaching, performance management, and career growth. - Directly manage the UX Design team, ensuring designers are well supported and grow in their craft. - Set team priorities and allocate resources so the team operates as a force multiplier across Product and Engineering. - Serve as a mentor and escalation point for operational challenges across product lines. - Operational Strategy & Leadership - Define and own the operational framework for the Product and Engineering organizations. - Develop KPIs and define leadership-level reporting to track performance, velocity, predictability, and impact across teams. - Facilitate cross-functional collaboration and alignment across Product, Design, Engineering, Data, Marketing, and customer-facing teams. - Release Management - Own release management strategy end-to-end across all products. - Oversee release planning and execution, managing cross-team dependencies, risks, and timelines. - Manage release calendars, release notes, stakeholder communications, and post-release retrospectives. - Tooling, Workflow & Systems Governance - Develop subject matter expertise and support administration of enterprise tools such as Jira, Airfocus, Pendo, and related systems. - Define and govern ticket hygiene standards, workflow configurations, and automations that support agile practices at scale. - Monitor enterprise-wide compliance across the ticket ecosystem and analyze KPIs to measure adherence, data quality, and process effectiveness. - Oversee Pendo administration and tagging strategy. - Product Analytics Enablement - Partner with Data and Product Development leadership to design product analytics tools and frameworks. - Drive organization-wide adoption of analytics tools and frameworks. - Design Leadership & User Research Operations - Own design operations for the UX Design team, including workflow, critique cadence, design system governance, and tooling. - Set the bar for design quality and craft. - Support Design and UX Research functions by operationalizing research roadmaps, tooling, recruiting, and repository management. - Ensure research insights and design outputs are easily accessible and actionable across product teams. - Strategic Planning & OKR Alignment - Lead Product Development's quarterly and annual planning cycles and OKR alignment process. - Facilitate backlog hygiene, sprint planning cadence, and roadmap transparency across the organization. - Best Practices & Continuous Improvement - Continuously evaluate, evolve, and scale product and engineering operations best practices. - Assess and lead the deployment of new tools across the product organization. Qualifications - 8+ years of experience in product operations, engineering operations, program management, or a similar role. - 2+ years of experience directly managing and developing a team. - Proven leadership managing cross-functional teams and driving operational improvements at scale. - Deep understanding of the product development lifecycle, agile methodologies, and release management. - Experience owning and administering Jira, Confluence, Airfocus, and similar tools. - Experience administering Pendo or a similar product experience/analytics platform. - Strong grasp of user research and product analytics best practices. - Experience conceiving, developing, deploying, and owning new processes across a product and engineering org. - Excellent communication, facilitation, and stakeholder management skills. - Data-driven mindset with the ability to develop and act on meaningful insights. - Prior experience in SaaS, consumer tech, or enterprise software preferred. Benefits - Medical, Dental, and Vision insurance for team members and eligible partners and dependents. - Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription. - Flexible Time Off, including volunteer days and mental health days, plus 14 paid, company-wide holidays. - Paid Parental Leave for adoptive parents. - Employee Resource Groups (ERGs) to connect and engage with colleagues. - Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits. - 401(k) with Employer Match. - Life and AD&D insurance, with the option to purchase additional coverage. - Disability Coverage. - Accident Insurance. - Pet Insurance. - All necessary equipment for remote work will be provided.

Role Description We are seeking an Operations BI & Automation Coordinator to help improve the efficiency, visibility, and scalability of its live event ticketing operations. This role is designed for a technically curious operations professional who can understand an end-to-end workflow, identify inefficiencies, develop reporting solutions, and recommend practical improvements through artificial intelligence, automation, and other tools. The primary objective of the position is to translate daily operational realities into better reporting, tooling, processes, and automation. - Review and map end-to-end operational workflows across the ticketing operation. - Identify manual, repetitive, inefficient, or high-risk steps that can be improved. - Recommend process improvements based on operational data, quality findings, and team feedback. - Build or support the creation of reports, dashboards, trackers, and other operational tools. - Explore the use of artificial intelligence, no-code tools, low-code platforms, and automation solutions to improve team efficiency. - Translate operational challenges into clear technical or functional requirements. - Work closely with the Operations Manager, team leaders, subject matter experts, and technology team. - Explain process starting points, end points, dependencies, desired outcomes, and business rules to technical stakeholders. - Support the development, testing, implementation, and refinement of operational automations. - Measure the effectiveness of new tools, reports, and process improvements. - Identify trends, recurring issues, bottlenecks, and quality risks within the operation. - Provide recommendations that align with management’s operational and strategic objectives. - Document workflows, automation requirements, process changes, and reporting logic. - Help ensure that operational improvements are practical, scalable, and aligned with day-to-day team requirements. Qualifications - Previous experience in operations analysis, business intelligence, process improvement, quality assurance, reporting, automation, or a related role. - Strong understanding of operational workflows and the ability to evaluate a process from beginning to end. - Experience identifying inefficiencies and recommending practical process improvements. - Experience creating operational reports, dashboards, trackers, or performance-monitoring tools. - Familiarity with artificial intelligence tools, no-code automation, low-code tools, or workflow automation platforms. - Ability to communicate operational requirements clearly to developers or technical teams. - Strong analytical, problem-solving, and critical-thinking skills. - Strong quality-assurance and continuous-improvement mindset. - Ability to work collaboratively with operations leaders, subject matter experts, and technology stakeholders. - Strong written and verbal English communication skills. - Ability to work independently, explore possible solutions, and turn broad management objectives into actionable improvements. Requirements - Must be able to collaborate with an operations team that works within an 8:00 a.m. to 11:00 p.m. Eastern Time operating window. - Some schedule flexibility may be required to observe different workflows, coordinate with operational stakeholders, or support implementations. Preferred Background - Operations Analyst - Business Intelligence Analyst - Process Improvement Analyst - Quality Assurance Analyst - Reporting Analyst - Automation Specialist - Operations Excellence Coordinator - Technical Operations Coordinator Ideal Candidate The ideal candidate combines operational judgment with technical curiosity. This person can observe how work is currently being performed, identify what can be improved, and turn those insights into useful reports, tools, and automations that support the company’s broader operational goals. Benefits - Opportunities for growth and advancement - Competitive compensation package Work Hours - Full-time - EST/ PST business hours, Remote