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Program Operations Specialist

2 months ago

New York, New York, United States Fora Travel Full time

About Fora

Hi, we're Fora. We're reimagining the travel advisor industry with fresh eyes, and building a travel agency that is modern, inclusive, tech-enabled and well, cool.
Fora is a next-generation travel platform that, through training and tools, enables anyone to become a travel agent. Fora's mission is to empower 100,000 entrepreneurs to transform their passion for travel into revenue, and we're doing it by curating the most incredible experiences for travelers.
Fora was founded in 2021 by travel entrepreneurs Henley Vazquez, Jake Peters and Evan Frank – who shared one big idea. Since then, we've grown to a team of 50+ full-time employees, with an office headquarters in Tribeca, New York City.
We are fortunate to be backed by an incredible group of investors and are looking for more talented and mission-driven individuals to join our team.

About the Role

We're seeking an enthusiastic and dynamic Program Operations Specialist who has a passion for supporting the entrepreneurial journey of travel advisors through training & program operations.

The ideal candidate has a fluent knowledge of project management and technical operations tools, like Asana, data management systems (e.g., Metabase), calendaring tools (e.g., Calendly), Google Suite (e.g., Calendar, Email, Sheets, etc.), and a keen ability to manage across multiple platforms and systems. Further, the ideal candidate has a strong desire to build community and entrepreneurial success through systems of organization and operations. The ideal candidate should be able to describe the connection between world-class programming and advisor success.

This is primarily a project management and operations role, where the ideal candidate will lead on logistics to bring our training vision to life. It is a unique opportunity to be a part of a growing team with a mission-driven company.

This role will be hired by the Senior Manager of Advisor Onboarding, a former L&D leader who currently focuses on building processes & programming to support our advisors as they build and launch their businesses. The role is a great opportunity for an early-career candidate with ample opportunities for growth within and across teams.

What You'll Do

Provide Technical & Operational Support (50%)

  • Identify and implement process improvement to streamline our approach as we continue to scale as an organization
  • Regularly report on programming-related key performance indicators (KPIs) to drive overall team and advisor success
  • Proactively manage online training tools, including the advisor training calendar ensuring all relevant meeting details and attendees are included
  • Act nimbly to meet advisor and facilitator needs in online learning settings, such as managing participants settings, breakout rooms, polls, and more
  • Support & communicate with our advisors through Forum, our app where Fora Advisors connect, as well as Kustomer, our email ticketing system
  • Support with the implementation accessibility tools, as well as provide recommendations for increased accessibility when inspiration strikes

Support Advisor Learning Experiences through Project Management & Data Systems (30%)

  • Iterate on regularly-referenced data tables and tools that track and inform team KPIs, like advisor activation and engagement
  • Collaborate with individuals across Advisor Experience to establish baseline performance metrics related to training & programming offered to advisors
  • Execute a regular cadence of advisor communications, updating as needed for clarity and to reflect program shifts
  • Contribute to a sense of community through advisor communications that provide replays from recorded labs, action steps and easy-to-follow instructions
  • Connect Fora HQ with facilitation materials, calendar invitations, and reminders to ensure they have everything the need to support advisor learning experiences
  • Facilitate virtual advisor group calls with warm, welcoming energy

Implement Systems of Organization & Operation (20%)

  • Implement an organizational process to ensure all advisor-facing trainings are accurate, updated when necessary and sunset those no longer needed
  • Document and deliver monthly certifications for advisors, investigating opportunities for automation and improvement where possible

How success will be measured...

  • Advisor engagement data, such as training attendance and completion
  • Advisor net promoter score (NPS) that reflects positive experiences over time
  • Advisor activation rates, such as booking data
  • Timely service-level agreements (SLAs) for responding to advisor requests
  • Fora facilitators report they have everything they need to be successful

About You

  • +1 year of prior professional experience, including internships or part-time roles, in a high-growth startup environment or project management/operations role
  • Self-starter who thrives in a fast-paced, entrepreneurial environment
  • Experience with data analysis and data visualization
  • Baseline understanding of project management systems, like Asana
  • Excellent written and verbal communication skills, including a general comfort in speaking to groups on Zoom and in person
  • Obsessed with customer success and empowering others
  • Super organized, detail-oriented and reliable
  • Possess a curious and inclusive nature with a strong desire to support a diverse community

Strongly preferred – candidates who have a knack for:

  • Building processes from 0 to 1 and tinkering to find the best fit
  • Identifying trends in data and brainstorming solutions
  • Catching the small things – typos, missing hyperlinks, incorrect page numbers, etc.
  • Communicating with empathy, both written and verbal
  • An interest in AI tools to streamline processes

Compensation

  • Base Salary range: $60-70k + equity

This role is based in New York City with a hybrid WFH & office schedule (Tuesday, Wednesday, Thursday are our Tribeca in-office days, with flexibility for Monday/Friday at your preference).

Fora is backed by Forerunner, Insight Partners, and Heartcore.