Job description

Note: As a part of Lattice & Co. purpose driven workplace policy, the position is remote in the following states: Arizona, Indiana, New York, Washington, or Texas.

We Believe That A Woman With Wealth is A Woman With Power. And Lattice and Co. exists to lift up founders and entrepreneurs who make an impact through their unique gift. Since 2019, our CEO, Lattice Hudson, has been at the forefront of the online business economy, growing her own unique style of online education and high level coaching.

The culture at Lattice and Co. is one of shared commitment to the highest quality of work, of impact, and of accountability. Our overdelivery approach to sales and marketing, as well as our holistic approach to coaching have set the standard for the online space.

We are looking for a Program Operations Manager to oversee the delivery of the client experience in our programs and our digital products. From sales to customer care, the perfect candidate for this role will be lit up by the opportunity to increase the capacity and experience of female founders to make more money through their businesses.

The Program Operations Manager will be well versed in our frameworks and digital systems, and will be able to manage a team of employees and contractors, often bridging the gap and solidifying our team operations and culture along the way.

This could be for you if:

• You like to get your hands dirty, especially in tech and digital platforms, but you are comfortable delegating
• You are familiar with the online space, and are looking for a place to grow a career
• You like to be in the middle of a lot of activity, and are able to connect with people on a deep level.
• You have integrity in your work, and want to be proud of what you produce.
• Entrepreneurship is not for you; you want to be a big fish in a small pond and have the flexibility of working in a small business without the stress of running a business.
• You thrive on relationships and love to see the result of your hard work.
• You are a spreadsheet and systems geek. Not only can you pull reports with clarity and precision, but you can analyze data.
• You’ve literally never missed a deadline.
• You want to be a great leader.
• You believe in the power of small business.
• You are highly organized and you love to be able to be supportive of supervisors but can step into delegation easily.
• You have a drive to keep learning every day.

This is not for you if:

• You are looking for a job that will stay part time; the right candidate will grow very quickly into a full time employee.
• You don’t have experience with supervising or managing others.
• You aren’t great with tech (willing to learn won’t work in this role)
• You need to have every answer before diving into a project.
• You are routine oriented and get off your game when you plans change.
• You are looking for a job for a couple of years that you can settle into before moving onto the next thing.

Roles and Responsibilities

Objective

To oversee and execute the experience of the Lattice and Co. clients journey, from our interactive sales process through onboarding and offboarding in our signature programs.

This position is also responsible for executing on next venture goals of the business, including a digital product presence and the ability and willingness to learn new systems as the business adds new revenue streams.

Client Service and Coaching

• Billing and payment plan approvals
• Lead accounts recovery initiatives
• Able to hop on SOS calls with clients for high level support (after training)
• Surprise and delight clients with over and above customer service
• Facilitate onboarding and offboarding process with team to ensure warm welcome
• Collect client feedback and surveys, and proactively seek out ways to adjust for feedback or fill customer service gaps
• Build relationships with clients
• Lead and grow referral program

Program Operations

• Manage and update program SOPs as needed
• Ensure course audits are completed and suggest curriculum updates
• Monitor Facebook group to ensure timely responses
• Pull reports from all systems accurately and quickly
• Repurpose educational content into project plan for content plan
• Assist in content development as needed, including proof reading captions, initiation of story posts, and testing new technology
• Guest expert on field of expertise in programs as needed

Team Synergy

• Manage and coordinate a team of specialized coaches
• Oversee sales team progress through Airtable
• Coordinate and run team meetings
• Submit summary of hours for payroll
• Coordinate with workers compensation insurance as needed
• Complete state registration for unemployment and alerts from payroll system
• Assist in onboarding and training of new team members
• Deliver required reports on time and with accuracy
• Lead sales team meetings to ensure accuracy in CRM system and hold team accountable to maximizing leads

KPIs

• Client satisfaction rating
• Milestone - sales through onboarding
• Milestone - program retention/offboarding
• Team Retention
• Sales Efficacy (Overall Application - Enrolled Percentage)
• Create 3-4 Templates per month based on content framework

Training Projects

• 3-4 Templates for shop created per month (Audit framework, attend calls, and project plan for execution)
• Build a referral program including email copy, payout points, special promo months.

Required Systems:

• Airtable
• Zoom
• Zapier
• Asana or other project management platform
• Active Campaign
• Stripe
• Slack
• Google Workspace
• Canva
• Google Docs
• Kajabi or other course hosting platform
• Shopify (preferred)

Schedule/Availability Requirements

• Monday through Friday 9-4/5/6 CST
• Some hours flex after 90 days
• Eligible to work in the US

Lattice & Co. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

To be considered please apply online at: https://airtable.com/shrQdhtaL0OOaczOQ

Job Type: Full-time

Pay: $28.00 - $33.00 per hour

Benefits:

• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• In one sentence, what’s your leadership style?
• How does your experience relate to our company?
• What are your personal values?

Work Location: Remote

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