Program Operations Associate

What is Pathrise?

Pathrise (YC W18) is an online program for tech professionals that provides 1-on-1 mentorship, training and advice to help anyone land their next job. On top of that, we're built around aligned incentives. Fellows only pay when they get hired and start working at a job first.

Every day we are expanding our team and our services. We are looking for individuals who are ready to jump into a new role with us. We are a flourishing team and we really enjoy working together to improve our fellows chances of getting the jobs of their dreams!  If this sounds like something you'd be interested we’d like the opportunity to get to know you more.

Our Mission

We seek to uplift job seekers in their careers and help them fulfill their hopes, ambitions, and livelihoods. Read more about why we’re driven to do this in our manifesto.

The Role

Pathrise is looking for a Program Operations Associate to join our Operations team. This role will report to the Head of Operations and will work closely with our fellows, mentors, program managers, and other operations staff.

With Pathrise’s rapid growth (over 1000 fellows placed) we are expanding our Program Operations team to provide our growing network of fellows and mentors with an exceptional Pathrise experience.

This role is perfect for you if you are passionate about Pathrise’s mission and thrive in support roles that combine a customer service mindset with strong operational savvy. In this role, you will be responsible for resolving issues, collecting feedback, and managing core program operations efficiently to drive a positive experience for our fellows and mentors and strengthen the Pathrise brand.

Responsibilities

• Managing our ticketing system to address requests from fellows and mentors
• Driving retention and engagement of fellows and part-time mentors through impeccable service and streamlining processes
• Overseeing cases where fellows or part-time mentors are dissatisfied by collecting feedback and driving solutions to improve their experience 
• Conducting wrap up sessions with fellows when they are placed
• Managing the payment collection process for placed fellows
• Coordinating the fellow withdrawal process to determine and collect withdrawal fees
• Playing a key role in part-time mentor onboarding
• Assisting program managers with quality assurance for part-time mentor processes
• Collaborating with the growth team on alumni initiatives

Required Qualifications

• 1-2 years of experience in a customer facing role (operations, customer support, etc.)
• Passion for the Pathrise mission and for creating a positive customer experience
• Strong verbal and written communication skills
• High conscientiousness and exceptional organizational skills with low error rate
• Ability to work autonomously and drive increased process efficiency/scalability
• Ability to work collaboratively and drive ambiguous projects forward  

Preferred Qualifications

• Experience in a startup or similar work environment 
• Experience managing a help desk system (e.g. ZenDesk, Jira, etc.) 
• Experience with automation tools (e.g. Zapier)
• Project management experience 

Benefits

• 100% remote work now and in the future!
• Unlimited PTO and flexible working hours
• Meaningful equity
• Great health, dental and vision benefits
• Twice-yearly performance bonuses
• Professional development stipends
• Bi-annual team building offsites and monthly virtual happy hours

Pathrise is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pathrise does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Pathrise also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Pathrise will also consider for employment qualified applicants with arrest and conviction records.

If you are also interested in the fellowship, please apply here: https://www.pathrise.com/apply.