ABOUT THE ROLE

In this role, your mission is to oversee the programmatic elements, events, and operations within your assigned learning program. As our Program & Operations Specialist you are joining us to help scale up product delivery and the number of participants we can serve by building robust operational systems and a powerful community.

More specifically you will:

• Manage the program calendar including events related and expert session
• Build connections with mentors, speakers, experts and more.
• Community platform and moderation: Set up platforms and ensure participants are onboarded and know how to navigate the community platform, plus monitor their usage and support moderation e.g., Slack, Discord.
• Communications: Support communications with participants pre program, onboarding, and exiting or graduating from the program through community platform and email.
• Program support & queries : Ensure that there are processes, resources and tools to enable participants to thrive in the software engineering learning pathway, including interventions for those that may have fallen behind.
• Event experience design and adaptation
• Enhance systems and processes in collaboration with UX designers to improve the customer experience.
• Track Data, especially around milestone and program completion
• Feedback for Product Development: Manage customer feedback via observation, surveys, and interviews to inform Community Strategy and Product Development

• You have a minimum of 2 years  operations and systems building experience in a high growth/scale environment.
• You have a customer orientation and stewardship mindset, with great instincts and experience fostering a powerful community.
• You have excellent written and verbal communication skills: you can effectively communicate in English
• You have the ability to plan your work and meet all deadlines:
• Accuracy and attention to detail: You pay close attention to all of the small particulars when working on a task or project.
• Interpersonal skills: You can work well with others.
• Critical Thinking: You can objectively analyse a problem in order to form a judgement.
• Restless excellence: You continuously strive and aim for excellence in your work
• Passionate: You love what you do
• Innovativeness and creativity: You have a tendency to use your imagination to create or introduce something new or different in any situation
• Humility and openness to feedback: You are always looking to learn and have an insatiable curiosity and hunger to grow.

KPIs : 

• % of members who report that it was “very easy” or “somewhat easy” to get comfortable with using our community platform, LMS, and other systems.
• % of participants attending Community events.
• CSAT on each micro-experience and Community event.
• Completion rate on each module/milestone.
• NPS