Operations Team Lead

About Us We are a career consulting company founded in 2019 with the mission of turning underdogs into winners. We specialize in helping individuals from non-traditional backgrounds secure their dream careers. With a focus on providing personalized services, WonsultingAI career tools, and strategic partnerships, we have assisted thousands of job-seekers in receiving offers from their desired companies. Additionally, our impactful social media content reaches millions of people on a monthly basis. Job Description As the FSA Team Lead, you will be the driving force behind the success and quality of Wonsulting's Full Service Apply (FSA) program. This service provides a team of assistants who apply to jobs on clients' behalf. Your primary and most critical success metric will be ensuring 80% of clients land an interview within 6 weeks of starting the FSA service. You will be responsible for setting the standard for quality assurance, managing the FSA Assistant team, and leading continuous process improvements. Your focus will be to eliminate common pain points, such as incorrect job selection, applying to jobs that don't match criteria, and clarity around client expectations and timeframes. Responsibilities Quality & Process Governance Direct and manage all FSA operations to achieve the core goal of 80% client interviews within 6 weeks, holding the team accountable to performance and quality targets. Own, maintain, and rigorously enforce the comprehensive Quality Assurance (QA) framework across all service touchpoints, with a critical focus on Client Requirements alignment and adherence to the 48‑Hour Response SLA. Conduct daily audits to ensure 100% compliance with application logic, confirming assistants apply only to jobs that meet strict criteria or have proper client approval, eliminating issues like wrong jobs selected or applying to jobs over 1 week old. Strategic Improvement & Reporting Analyze weekly QA data to pinpoint the Top 3 recurring process breakdowns and training gaps. Develop targeted, data‑driven solutions to prevent future errors. Initiate and manage focused projects to elevate the FSA service delivery, such as optimizing client communication templates or improving the job‑sourcing database for higher‑quality leads. Partner with the CX/Ops leadership to present key findings on client experience and propose process or product changes that reduce friction, improve clarity, and scale service quality. Team Leadership & Development Conduct regular team huddles and 1:1 check‑ins to provide immediate feedback on QA flags and address process adherence, ensuring assistants maintain a high standard of execution. Create strategic, comprehensive training modules based on common errors and performance gaps to upskill the entire FSA team, ensuring clarity on complex topics like Interview Validation and Service Completion Triggers. Serve as the final point of contact for major client escalations or highly dissatisfied FSA clients. Personally intervene via direct email or phone calls to address concerns, reset expectations, and implement service recovery plans to restore client confidence. Minimum Qualifications Experience in a high‑volume operations, quality assurance, or team leadership role, preferably in a service‑delivery or recruiting context. Demonstrated ability to define, implement, and enforce strict process and QA standards. Exceptional analytical skills, with the ability to turn data (audit logs, error reports) into actionable process improvements and training content. Strong verbal and written communication skills to effectively manage team members and propose changes to senior leadership. Proficiency with relevant software for tracking, communication, and reporting. A passion for helping others succeed in their careers and a genuine interest in the mission of Wonsulting. Preferred Qualifications Experience in the career services or recruiting industry. Familiarity with job application management and best practices. Experience training and mentoring a remote or distributed team. Note: This job description outlines the general nature and key responsibilities of the role, but it is not an exhaustive list of all duties and expectations. Additional tasks may be assigned as needed to meet the evolving needs of the company. Secondly, the role starts as part‑time (20 hours) but has potential to convert to full‑time after 1–2 months. You will be working between 1 pm‑5 pm EST on Monday to Friday. Referrals increase your chances of interviewing at Wonsulting by 2x. Seniority Level Mid‑Senior level Employment Type Part‑time Job Function Management and Manufacturing Industries Professional Training and Coaching #J-18808-Ljbffr