Director, Coaching Operations

Pathstream is hiring a dynamic and highly collaborative Director of Coaching Operations to lead the operations and guide the strategy for our Career Services team as we scale to support more students and develop additional partnerships.

WHAT WE DO

Pathstream was founded on the premise that substantial unrealized economic & human potential exists within each organization's frontline workforce. We are reshaping the way employees and managers on the frontlines excel in their careers. In this age of rapid tech evolution, our partnerships transform frontline teams from transactional to relational, from back office to middle office, and from task-oriented to strategic. We impact companies' bottom lines with improved productivity, increased retention, and differentiated quality of customer experience; employees experience the benefits of greater success in their current roles while unlocking future professional growth.

THE ROLE

Our Career Services team manages our coaching offering, which is instrumental in enabling our students to reach their full career potential and an exciting area of growth for Pathstream. Coaches support students in a variety of ways - improving current performance, navigating potential career pathways and getting placed in new roles, either internally or externally.

This role is best suited for someone who is excited to both ideate at a high level about the strategic direction of the team and also roll up their sleeves and dive into operational details. You are fast-moving and quick at diagnosing and solving problems as they arise. Like any strong operational leader, you are great at people management and also know how to use systems and data to your advantage. You can instinctively balance the near-term firefighting with longer-term planning, and can convincingly develop and articulate plans for how Career Services may need to innovate and improve as we scale.

This is a full-time exempt position and reports to the VP of Operations.

Career Services Strategy and Operations

• Drive operational excellence and efficiency for key team processes, including: coach training and recruitment, coaching call scheduling, resume reviews, outbound content (automated emails, newsletters, SMS), documentation maintenance, inbox management, and survey collection

• Generate and communicate key insights about coach performance and student behavior to drive outcomes and share with key stakeholders

• Analyze data and design interventions to improve user adoption and engagement with coaching services that ultimately leads to improved outcomes (job placement, retention, productivity)

• Improve internal systems and data in collaboration with product and engineering teams

• Collaborate with our Product team on how Pathstream's platform can evolve to better support coaches and users in reaching their full career potential

• Understand the KPIs associated with our key B2B client engagements and design coaching processes and systems aligned to meeting these objectives

Team Management

• Define and monitor team OKRs

• Own capacity planning and hiring operations for Career Coaches as we scale

• Support team in managing 10+ Career Coaches across a variety of client engagements and work in collaboration with coaching design team to ensure we are hitting client outcomes

• Directly manage Career Services Manager

• Own codification and documentation of internal processes and policies

Partnership Management

• Develop and manage relationships with Pathstream's key hiring and recruiting teams within our B2B client companies ensuring we are able to meet key partner objectives (e.g. placement, advancement in roles, retention)

ABOUT YOU

• Excited about increasing career mobility for frontline workers

• Experience with data analysis, operational improvement, and team leadership

• Strong cross-team collaborator

• Experience with the following or analogous systems: Calendly, Salesforce, ActiveCampaign, Typeform, Zapier

WHAT WE OFFER

• Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback

• Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world

• Competitive salary commensurate with experience

• Zone 1: $113K-143K

• Zone 2: $95K-120K

• Zone 3: $90K+114K

• Comprehensive benefits package

• 100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents

• Health, commuter, and parking flexible spending accounts

• Employee Assistance Program (mental health, financial health, legal support, and more)

• Free access to wellbeing apps like Ginger and Headspace

• Flexible paid time off and paid holidays

• Generous paid parental leave

• Short and long-term disability insurance

• Annual professional development budget

• Company-provided laptop

• Remote-first culture

• Life insurance (100% company paid)

• 401(k)

COMMITMENT TO DIVERSITY AND INCLUSION

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems with no linear or clear solutions. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. As such, Pathstream is an equal opportunity employer. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.

SAN FRANCISCO FAIR CHANCE ORDINANCE

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.