Operations Manager

After reading this job description please include in your cover letter message:
1) What about this position made you want to apply?
2) How familiar are you with our company and what we do?
3) This is a senior position working closely with the founder and you will be required to have critical thinking skills and take the initiative. This is not a job for somebody who likes to hang back or wait for instructions, does this align with your skills set?

ABOUT YOU

Our ideal candidate:

Has a passion for their own self-development and wellbeing
Driven, critical thinking and an excellent communicator
Loves being organized and organizing others and process oriented
Enjoys delighting others with thoughtful, high impact comments and gestures
Takes pride in the quality of their work, as well as the quality of the work their company produces
Uses initiative and proactively asks reflective questions to uncover needs
Pays close attention to detail

ABOUT THE COMPANY

Rebuilding Thoughts is a telehealth service for progressive blue chip companies looking after the wellness of their employees in psychologically high risk roles i.e content moderators, customer service, and critical care workers.

We look after their wellness by facilitating experiential group sessions and one to ones which train the employees in various tools and techniques to transform the stress and/or trauma they experience in their line work, into something they can manage and move through. This allows the employees to continue with the important work they do, in a more psychologically sustainable way.

Our global facilitators use a variety of clinical – evidence based and holistic approaches. We take pride in our personalized, high quality, delightful service to our clients in order to facilitate deep personal transformations.

OUR VALUES

Quality: Delivering the highest quality of work and service that allows for deep transformation

Delight: We care deeply about the experience our client and end-user receives from us. Our intention is to provide a Ritz like service within the wellness industry. One of our mantras is: How can I add delight to this person’s day?

ABOUT THE ROLE

The operations coordinator is essential to the day to day operations of Rebuilding Thoughts (RT). You are the key point of contact between us, our facilitators, our software and end-users (our clients employees), responsible for ensuring everyone is on the same page, systems and people are optimized to deliver on our values of quality and delight. You also work closely with the executives, project managing exciting initiatives.

THE RESPONSIBILITIES

Team coordination and management

Manage our VA

Every month there are recurring administrative tasks like sending out marketing emails, creating the calendar events for our facilitators wellness sessions, updating landing pages, administering feedback to facilitators, updating forms, onboarding new team members, data clean up, responding in a speedy manner to to calendar changes etc. You will be responsible for managing the VA and quality assuring their work to ensure tasks are done on schedule.

Onboard and oversee our facilitation team

Welcoming and onboarding all new facilitation team members (1:1 and group coaches) after they have been interviewed to ensure they are familiar with how to host their sessions with confidence.

Review and manage facilitator session feedback

Deliver all feedback reports at the end of the month to each facilitator, and address any findings therefore you must be comfortable having important conversations and holding the team accountable to their feedback and offering constructive ways to improve as needed.

Operational responsibilities

Onboarding our clients

Most essential to this role is onboarding our clients. This will require you to liaise with the VA on setting up the clients bespoke landing page based on the services they purchased and going through every touch point of rollout and adoption of the program with the client. You will be the main point of contact for this and will be required to hop on 1:1 meetings with the clients (usually executive teams) who are rolling out the service, answering their questions and optimizing the service and finding opportunities to delight and serve. This will require you to have confidence and prowess on video calls and to be able to represent the company values and serve at a very high level by asking reflective questions to uncover needs and liaising with sales if an opportunity is identified.

Coordinate and record outcomes from client meetings

We host monthly or quarterly meetings with the majority of our clients. You will coordinate these meetings with the client and RT’s exec team. You will attend these meetings and keep a record of any critical feedback and action points. You will be empowered to ensure these action points are completed by their due dates.

System and file management, refinement and updating

RT is run on a variety of connected softwares which create our business systems. You will be responsible for ensuring these softwares and systems are working efficiently, effectively and are always up to date. This includes ensuring our core files (google docs/sheets/clickup/Hubspot and checklists) are up to date with the latest information and empowering the VA with any clean ups.

Coordinating and managing suppliers and vendors

We sometimes use freelancers to help with copywriting, graphic design, language translation, video editing etc. You will be responsible for selecting these suppliers and overseeing the quality of their work. We also work with university faculties on research projects and executives in companies developing cutting edge initiatives, you will be coordinating this effort and ensuring everybody has what they need.

Reporting

You will be responsible for producing monthly reports for our clients based on wellness program utilization and key data insights and finding ways to spot patterns over time and present suggestions for how we may impact more lives. You will also present these findings via a recorded video or a scheduled meeting with our clients and check in for feedback/satisfaction and opportunities to improve quality.

Developing initiatives and project managing

You will be working closely with the founder and therefore decision making, critical thinking and taking initiative is key to this aspect of the role where you will uncover key operational business needs then develop and roll out solutions to fill this need that align with our values of quality and delight. For example you may want to engage with webpages, create job descriptions to hire to the right talent needs, engage different softwares, create a workflow in our CRM, feedback forms, meeting/touch point cadence, coaching our facilitation team, adjusting the 1:1 and group service to better meet needs, streamlining service and optimizing the most important operational aspects of the business that would support ‘wowing’ our clients and impacting more lives in a meaningful way.

REQUIRED EXPERIENCE:

3+ years in a role that required detail orientated coordination i.e. event management, project management, team management
Comfortable learning CRM and project management tools
Critical thinking skills, this is a self starting role and initiating and developing projects to optimize the service is an essential requirement of the role

PREFERRED BUT NOT ESSENTIAL:

Coaching/mental health background
Bachelor’s degree

Compensation

Full time position | Salary $18,500 year | $1,541 per month

Perks:

Unlimited group wellness sessions
Performance based bonuses every quarter
Flexible hours – as long as you are able to attend meetings on the US/UK timezone from time to time during the week the rest of the hours are flexible

If this role resonates we would be delighted to receive your application.