Business Operations Manager - Strategy and Analytics

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.

Reporting and analytics. Create and distribute regular reports and dashboards to key stakeholders, ensuring data accuracy and integrity. Leverage advanced analytics techniques to interpret data, identify trends, and provide actionable insights to drive business growth and improvement.

As a manager in Business Operations you will support 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 Senior Manager of Business Operations, and will partner closely with the VP of Community Operations and GTM teams. 

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
• Leverage your deep understanding of support operations to translate insights into actionable experiments and initiatives that enhance efficiency and effectiveness.
• Manage the data architecture and the data layers that span across many sources that to enable an efficient, scaled support operation with complex needs

Create comprehensive reports based on the defined metrics and data architecture, providing actionable insights to drive strategic decision-making and operational efficiency

• Draft technical recommendations to influence decision-makers across the organization
• Collaborate with Product and Engineering teams to execute workflow optimization strategies.
• Develop a deep understanding of CommOps workflows and the technology we use; Recommend and execute workflow changes as needed.

What We're Looking For

• 5+ years experience in data analysis within a marketplace organization (highly preferred), experience in a customer support organization (highly preferred), 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

For IL based applicants:

• The base salary for this position is $120,000 - $150,000
• This position is eligible for equity in the form of stock options
  
• This position is eligible for Instawork benefits, including:
  
• A variety of medical, dental, and vision plans with coverage beginning on the date of hire
  
• Flexible paid time off
  
• At least 8 paid company holidays annually
  
• Home office stipend
  
• Phone stipend
  
• Commuter stipend
  
• Supplemental pay on qualified leaves
  
• Employee health savings accounts (HSA) contribution
  
• Flexible spending plans
  
• 401K plan
  
• Perkspot - discount program through Lumity

A variety of factors are considered when determining someone’s compensation including a candidate’s professional background, experience, and location.  Final offer amounts may vary from the amounts listed above.

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.