Director of Program Operations

The Role

This is not your typical ops role.

We’re looking for someone to take full ownership of the operational engine behind a fast-growing, mission-driven education business. You’ll oversee and improve the systems that sit at the heart of our company, including student-counselor matching, global counselor recruitment, customer support escalations, CRM workflows, and the launch of new products and services.

This role is about more than maintaining operations. It’s about scaling them. You’ll design and lead complex, cross-functional initiatives that directly impact our students’ outcomes and our counselors’ success. You’ll be the go-to person for making sure every operational piece fits together, from backend automation to human interactions.

You’ll work directly with the founders and collaborate closely with leaders across sales, marketing, product, and technology. Your work will touch every part of the customer journey, and you’ll play a critical role in helping us scale our infrastructure and deliver a best-in-class experience at every step.

While this role is open to remote candidates initially, we are building our team in New York City and are prioritizing candidates who are open to relocating. We’ll provide relocation assistance and can share more details during the process.

What You’ll Do

Customer Operations Matching

• Own and optimize the student-counselor matching process to ensure high-quality outcomes and fast turnaround times
• Build logic-based workflows using HubSpot and automation tools
• Analyze matching performance and improve allocation processes
• Manage and develop a team of student success managers

Build Run the Counselor Supply Engine

• Lead recruitment, onboarding, training, and quality management of our global counselor network
• Oversee high-volume hiring pipelines with internal and external recruiters
• Maintain performance benchmarks and conduct regular quality audits
• Manage and scale a team of high-volume recruiters and sourcers

Customer Success Escalations

• Lead our customer support and escalation teams to ensure timely, empathetic resolution of issues
• Develop SOPs and escalation protocols to ensure consistent service quality
• Monitor and improve NPS, CSAT, and refund rates through structured feedback loops
• Track performance of the escalation team against key KPIs

Operational Systems Infrastructure

• Own our operations stack—including HubSpot CRM—to ensure seamless cross-team collaboration
• Design and implement scalable processes, automations, and documentation
• Maintain data hygiene and create reporting systems to support visibility and decision-making

Launch New Products Features

• Lead operational planning and execution for new services, pilots, and rollouts
• Collaborate cross-functionally with Product, Sales, and Marketing to ensure launch readiness
• Ensure backend systems, training, and support are in place for smooth go-to-market execution

Who You Are

• 3–7 years of experience managing and scaling teams in operations, customer success, or program management
• Experience handling customer escalations with empathy and clarity
• Background in recruiting or managing service providers (e.g., coaches, tutors, consultants) is a strong plus
• Proven experience in a startup or high-growth service or marketplace environment
• Deep ownership mindset with the ability to toggle between big-picture strategy and on-the-ground execution
• Experience building workflows in tools like HubSpot, Salesforce, or Airtable
• Strong detail orientation without losing sight of the broader mission
• Collaborative, no-ego, hard-working team player who thrives in a fast-paced environment

What We Look For

• A passion for building meaningful, authentic connections
• A positive, solutions-oriented mindset with a strong sense of ownership
• Curiosity and a desire to learn, experiment, and improve
• Resilience and persistence in the face of challenges
• Enthusiasm that motivates others and adaptability in a fast-changing environment
• High energy, strong follow-through, and a drive to get things done

The targeted pay range for this role is: $130,000-$160,000 (including performance bonus). Actual salary is dependent upon several factors, including the applicant's experience, knowledge, skills, and abilities, as well as internal equity among our team and geographic location. The pay ratio between base pay and target incentive will be finalized at the offer. The pay range is subject to the discretion of the Company.