Director, Operations & Implementation
InStride is a public benefit company whose mission is to develop the workforce of the future by helping employers provide career-boosting education opportunities to their employees through a network of high-quality academic institutions. We believe the most enduring way for companies to achieve transformative business and social impact is by investing in their people.
The Director, Operations & Implementation is responsible for developing and leading 3 capabilities for InStride:
Implementation: Leads the onboarding of new corporate partners and academic partners, including the roll-out of new capabilities. Responsible for productizing standard onboardings to ensure quality, timely, consistent delivery while building out the processes for custom delivery where needed in partnership with the product, technology, and academic partnerships team.
Operations: Owns developing and streamlining processes across the organization to reduce friction, improve quality and consistency, and enable scale. The leader will work across functions to identify issues, bring teams together to develop and implement solutions, and drive continuous improvement.
Support: Owns developing our Learner Support capability to ensure issues are resolved in a timely manner.
This is a highly visible and collaborative role that interacts with corporate partners, learners, and with every function at InStride with an opportunity to build out a team. You will report directly to the Chief Learner Officer.
Responsibilities
- Works with Corporate Partners to ensure optimal and operationally sound program design with best practices to ensure timely, successful launch
- Leads the onboarding process, managing expectations, timelines for key internal and external partners, and works closely with the Success team to manage the Corporate Partner relationship
- Works with Academic Partners to ensure optimal and operationally sound onboarding process, expectations and execution
- Productizes standard onboardings to ensure quality, timely, consistent delivery
- Develops custom solutions where needed in partnership with cross-functional team members
- Documents and communicates Corporate Partner requirements for cross-team transparency
- Leads new product feature rollout process, from the creation of product marketing assets to successful deployment to Corporate Partners
- Streamlines Sales to Success process, including checklists and documentation and ensures clear alignment and transition across Corporate Partnerships and Success
- Streamline and scale processes to work across academic partners
- Maintain confidence and composure with corporate partners, learners, and academic partners at all times as we work toward solutions
- Iterate upon the InStride support workflows to ensure learner issues are resolved efficiently and effectively
- Ensure content update process is effectively led and executed
- Owns all Corporate Partner-related internal and external documentation, templates and organization
- Implement tools and systems to streamline and scale support and services
- Drives Success and Learner team enablement and training
Ideal Profile
- 8+ years experience in project management, process management or related experience, with demonstrated success in driving multiple projects in parallel while developing improved processes
- Ability to think and operate with efficiency, cost, utilization, speed, quality, and scalability in mind
- Demonstrated cross functional leadership through influence, credibility, and inspiration
- Able to dive into the smallest of details to ensure nothing is missed while being able to take a step back to prioritize what is critical to move things forward
- Engage with partners in collaborative problem solving, and bring your own perspective and expertise to bear
- Battle tested consulting, success, sales, operations, implementation, project management, professional services experience and background
- Passion for education, social impact, partner success and execution
- High EQ, comfort with ambiguity and a “no job too small” startup mentality
InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please discuss your requested accommodation with our HRBP.