Product Operations Manager

**Snapshot**:

- Remote-first, with a hybrid option in London
- Full-time

**Who We Are**:
At Chatterbox, we build technology that does more than get people to click on ad.

We’re a fast-growing EdTech company transforming the career prospects of highly-skilled, yet under-estimated, professionals from the refugee community and beyond.

Our tech allows degree-holding, talented native-speakers from marginalised backgrounds to gain empowering work as language coaches in the fast-growing corporate language training industry. They help employees at top companies like BNP Paribas and the British Red Cross to smash glass ceilings themselves - a win win, and unique business model that has won Chatterbox accolades from Forbes and MIT.

If you’re passionate about changing the world through tech and creating a more inclusive global community, we want to meet you

**Who You Are**:
This is a pivotal role within Chatterbox, ensuring the smooth running of our operational processes while collecting and analyzing insights from across the business. This role is responsible for coach recruitment and management, help desk operations, learner success tracking, business intelligence, and executive team support.

You will work cross-functionally with Customer Success, Product, and the Executive Team to ensure that Chatterbox delivers a high-quality learning experience while maintaining efficient internal operations.

This role is ideal for someone who excels at project management, data-driven decision-making, and problem-solving in a fast-paced, mission-driven environment.

**What You'll Do**:

- **Coach Recruitment & Management**
- Advertise and recruit top-tier language coaches for Chatterbox.
- Manage the end-to-end hiring and onboarding process (screening, interviews, training, backend setup).
- Monitor and improve coach performance using feedback, data insights, and observations.
- Oversee coach offboarding, reassignment of learners, and system updates.
- **Help Desk & Customer Support**
- Act as the first point of contact for urgent support requests from learners, clients, and coaches.
- Troubleshoot platform and technical issues in collaboration with the tech team.
- Identify and escalate recurring issues, improving overall system reliability.
- Maintain help desk excellence, ensuring a top-tier user experience.
- **Learner Success & Product Operations**
- Track learner engagement and retention using internal dashboards.
- Analyze platform data and identify ways to boost learner progress.
- Work with the Customer Success and Product teams to implement strategies that enhance user experience.
- Support client onboarding and launches for a seamless transition onto the Chatterbox platform.
- **Data Insights & Business Intelligence**
- Build and maintain real-time dashboards (Google Spreadsheets, Microsoft Power BI, Mixpanel) to track key operational metrics.
- Ensure data accuracy and hygiene across multiple systems.
- Generate regular insights reports that inform company-wide decisions.
- **Operations & Executive Support**
- Manage coach payments and ensure financial accuracy.
- Support leadership with meeting scheduling and special projects.
- Research and propose new tools and operational improvements.
- **Customer Success Coverage (Temporary Maternity Cover)**
- Provide hands-on client relationship management for the first two months.
- Assist with client onboarding, retention strategies, and renewals.

**Essential Skills & Experience**:

- **Tech-savvy** - Comfortable managing backend systems and troubleshooting technical issues.
- **Operations Management** - Strong ability to streamline workflows and optimize processes.
- **Project & Task Management** - Highly organized, able to juggle multiple responsibilities effectively.
- **Data-Driven Decision Making** - Experience maintaining dashboards, analyzing data, and extracting insights.
- **Customer & Stakeholder Management**- Ability to handle support requests, onboard users, and manage performance evaluations.
- **Strong Communication** - Clear, professional, and empathetic in interactions with internal teams and external partners.
- **Adaptability** - Thrives in fast-moving environments, handling both urgent and strategic tasks.

**Bonus Skills (Nice To Have)**:

- Experience in EdTech, education, or language learning.
- Familiarity with data tools (Google Sheets, Mixpanel, Power BI, Hubspot, Google Analytics, Python Django).
- Experience working in early-stage or high-growth startups.
- Prior experience in remote team environments with global stakeholders.

**Why Join Us?***:

- **Work with purpose** - Help talented professionals from marginalized backgrounds launch new careers.
- **Remote-first flexibility** - Work from anywhere, with hybrid options in London.
- **Competitive salary & benefits** - We offer fair compensation based on experience.
- **Growth opportunities**- Gain hands-on experience in operations, product management, and customer success.
- **Collaborat