Experience Operations Lead, Belong

• At least 3 years of experience in Operations or Customer Success at a high-growth start-up Structured, problem-solving mindset with the ability to oversee multiple projects and troubleshoot effectively
• Strong project management skills with experience managing multiple priorities and ensuring timely delivery of services
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Ability to thrive in a fast-paced environment while maintaining attention to detail and quality
• If you’re passionate about delivering outstanding results, leading a team, and contributing to a forward-thinking company, we want to hear from you!

Desirable

• As Experience Operations Lead, you’ll take ownership of a critical function at one of the fastest-growing venture-backed startups in the U.S. You’ll manage high-performing teams, solve complex problems, and build scalable systems that directly impact our members
• This is a role for builders, leaders, and problem-solvers who want to accelerate their careers by working harder, faster, and smarter than the competition
• Team Leadership & Development: Manage, train, recruit and support a team of associates, ensuring they have the tools and processes needed to deliver exceptional service. Provide ongoing feedback, set performance expectations, and foster a collaborative, high-performing team culture
• Daily Operations & Problem Solving: Own the details and oversee the workflow and completion of tickets and Pro Services within SLAs, coordinating with other departments and vendors. Resolve operational challenges, working closely with your team to ensure quick, effective solutions and a high level of satisfaction
• Customer Success: You will be the first person the team goes to when they have an issue. You will work closely with your team and the Escalations Lead to resolve complex situations and ensure satisfaction. A background in customer success is essential to maintain our high standards of member experience
• Project Management: Each question, concern, or repair is a mini-project. You will oversee that these projects are managed correctly by your team, ensuring deadlines are met, quality is maintained, and any issues are addressed promptly
• Your role is to troubleshoot and provide guidance when needed to ensure the process runs smoothly. Strong organizational and project management oversight skills are essential
• Communication & Collaboration: Ensure clear, effective communication within the team and with other departments and external partners, prioritizing the member experience and operational efficiency
• Scale and automate operations using modern tools and AI