Business Operations Manager, Community Operations
At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more!
The mission of the Business Operations team is to create strategic clarity and alignment to accelerate Instawork’s growth, and we tackle company-critical work in three areas:
Business health & day-to-day operations. Define critical KPIs/metrics, stay on top of key trends in the business, perform analyses to unearth new insights and support important decisions, and design/own the "operating systems" that help run the business effectively.
Strategic planning & goal-setting. Manage the processes that enable teams to produce clear strategic plans connected back to broader company strategy, and translate these plans into forecasts and ambitious goals/OKRs.
Special projects & initiatives. Answer critical questions about our market and growth opportunities, drive complex projects that help us run/scale better as a business, and incubate 0-->1 initiatives that lack clear owners.
As a Manager in Business Operations supporting the Community Operations team, your role will range from leading the incubation of strategic initiatives within our Community Operations Team to setting up a robust data architecture and identifying opportunities for support workflow efficiencies across the organization. You will partner closely with leaders across Operations, Product and Trust & Safety to help drive efficiency in our organization. This role will report to the Director of Business Operations, and will partner closely with the VP of Community Operations.
What You'll Do
- Define metrics, dashboards and weekly operating rhythms across our Community Operations and Trust & Safety teams
- Own forecasting and resourcing processes and manage how we think about contact volume to agent productivity to headcount needs in the future
- Lead the ideation and incubation of new workflow optimization strategies to manage inbound contact, translating insights from your understanding of the support operation into your own actionable experiments and initiatives
- Manage the data architecture and the data layers that span across many sources that to enable an efficient, scaled support operation with complex needs
- Tackle high priority special projects, including but not limited to: evaluating customer touch points and optimizing contacts, setting up a risk framework for trust & safety, and incentive plan design across geographies
- 6+ years experience in data analysis within a customer success/support organization (required), business operations/strategy & operations, management consulting, investment banking, and/or technology
- Strong data and analytics skills, including fluency in Excel / Google Sheets, SQL, and BI / data visualization tools
- Strong cross-functional and executive communication skills, including a proven ability to influence without authority and build strong working relationships with business partners
- Entrepreneurial self-starter that thrives in a fast-moving environment and are capable of independently seeking information, marshaling resources, and delivering results without waiting for direction
- Strategic thinker who is able to zoom out to the big picture while also understanding the nitty gritty of execution, set key business goals and milestones, and then work relentlessly to realize that strategy
Instawork Values
- Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
- Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
- Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
- Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.
About Instawork
Founded in 2016, Instawork is the leading flexible work app for local, hourly professionals. Its digital marketplace connects thousands of businesses and more than three million workers, filling a critical role in local economies. Instawork has been featured on CBS News, the Wall Street Journal, The Washington Post, Associated Press, and more. In 2022, Instawork was ranked among the country’s top 10% of fastest-growing companies by Inc. 5000 and was included in the Forbes Next Billion Dollar Startup list. Instawork was also named the 2022 ACE Award recipient for “Best Innovation” and one of the “Best Business Apps” by Business Insider. Instawork helps businesses in the food & beverage, hospitality, and warehouse/logistics industries fill temporary and permanent job opportunities in more than 25 markets across the U.S. and Canada.
For more information visit www.instawork.com
We value diversity on our team and firmly believe Instawork is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply.
To learn more about our company values, please visit: https://info.instawork.com/about
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