Operations Specialist

About the Role

We're looking for a detail-oriented, systems-savvy Operations Specialist (SaaS Platform & Program) to join our team. This role blends program operations (communications, scheduling, logistics) with platform operations (data processing, QA, backend enablement). You'll help ensure our programs run smoothly end-to-end—powering both member experiences and client confidence.

The Platform & Program Operations Associate will serve as a Directly Responsible Individual (DRI) across both Program Ops and Platform Ops, supporting delivery and backend enablement. This person is the connective tissue between program delivery, data accuracy, and platform reliability.

You'll:

• Execute operational delivery for program communications, logistics, and member support
• Configure and QA platform workflows (comms, check-ins, forms, dashboards)
• Process and validate data, ensuring clean handoff into reporting systems
• Partner with Client Success, Learning, and Engineering to troubleshoot and escalate when needed

Key Responsibilities:

Program Operations (Member-Facing Support)

• Manage cohort timelines in the Ops Engine (our master tracker)
• Schedule program touchpoints (Kickoffs, meetings, reminders) and track weekly progress
• Execute operational delivery of member and coach communications, using platform automations and Zapier/Hubspot integrations
• Support calendar invite distribution and resource linking in collaboration with the Learning team
• Provide weekly updates on program status across cohorts

Platform Operations (Backend & Data Enablement)

• Comms Enablement: Configure, test, and QA all platform-triggered communications (emails, reminders, texts)
• Data & Forms: Maintain registration and post-program survey forms; validate intake logic and data mapping into reporting (Equals).
• Manual Enablement: Perform transitional manual uploads and matching tasks (e.g., for mentoring pilots). Ensure accuracy and resolve mismatches.
• Program Enablement: Configure and QA platform features like check-ins/checkouts, dashboards, and resource library items
• QA & Escalations: Monitor data and workflow integrity, troubleshoot issues, and escalate to engineering when needed

Cross-Functional Integration

• Partner with Learning (content + comms) to align delivery with program design goals
• Partner with Client Success to surface risks, ensure client-facing readiness, and escalate platform issues
• Document processes and platform configurations to support training, scaling, and future admin onboarding

What Success Looks Like

• Programs run smoothly end-to-end, with all logistics and comms delivered on time
• Platform workflows (emails, check-ins, forms, dashboards) are configured correctly and fully QA'd before launch
• All intake and survey data flows cleanly into reporting, with no gaps
• Dependencies are surfaced early, escalations are managed smoothly, and clients see reliability in delivery
• Weekly updates show clarity and confidence in both program + platform readiness

Qualifications

• 2+ years in operations, project management, or program coordination (experience in SaaS, coaching, learning, or HR tech is a plus)
• Strong comfort with digital platforms, data processing, and workflow automation
• Familiarity with Google Suite, Zapier, Hubspot, Slack, project trackers; bonus if you've worked with survey tools, dashboards (e.g., Equals, Airtable, Notion), or CRM/HRIS integrations
• Excellent attention to detail and ability to QA workflows end-to-end
• Strong written communication skills; able to draft and deliver member-facing comms
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, evolving environment

Who You Are

• You thrive in fast-paced environments and you are high-accountability, collaborative, and hungry