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Director of Business Operations

2 months ago

Toronto, Canada Talk Boutique Full time

As Talk Boutique’s Business Operations Director, you will use your problem solving skills, operational process experience and client nurturing abilities to effective manage product delivery, logistical process and build rapport with clients. The right candidate is going to play a critical role in delivering against the Talk Boutique brand promise, developing strong client relationships while delivering impeccable product experiences. The Business Operations Director will be responsible for product delivery, client experience, retention, up-selling, and client management. This will be tracked using success measures that start at the proposal stage and extend to post-program analysis.


The Operations team’s primary responsibility is to deliver exceptional client experiences at all times while maintaining the profitability of the organization. This includes working closely with the client’s team to understand their needs, providing timely responses to any requests, and advocating for them across our internal teams. The successful candidate will enjoy a large degree of independence and is expected to execute proactively against assigned projects.


NOTE: When applying, tell us which of our corporate products is your favourite, if you miss this we will disqualify your application.


Responsibilities

  • Liaise with executive leadership to make decisions for operational activities and set strategic goals
  • Direct and manage multiple, concurrent projects and each client lifecycle (independently or with a team).
  • Lead project teams (coaches, client service) and provide direction to Client Services Associates.
  • Direct ongoing client communications and reporting on client status and happiness to internal and external stakeholders.
  • Problem-solve scope changes and proactively manage tasks to prevent delays in the program schedule.
  • Manage program risk to ensure timely, on-budget project execution and closure.
  • As requested, provide strategic and tactical information related to Talk Boutique projects. This may include workflow analysis, requirements gathering, business process optimization, etc.
  • Prepare project documents and provide training to internal team members and/or clients as required.
  • Develop and record best practices, standard operating procedures methodologies, and other intellectual capital aimed at delivering value to our clients.
  • Addressing and resolving client issues with the help of team members across Talk Boutique, present action plans and recommendations to resolve issues.
  • Supervise team members from different departments and provide constructive feedback
  • Actively manage the happiness of Talk Boutique customers


Requirements

  • 5+ years of experience in Client Service or Operations Management, or similar role
  • Proficient in Google Suite, DropBox and MS Office tools
  • Hands-on experience with Monday.com, Slack, Zoom, Streaming software and Kajabi
  • Autonomy and capacity to learn by yourself and a desire to work in a fast-paced environment
  • Ability to work well remotely
  • Excellent communication skills
  • Degree in Business Administration, Marketing or Communications or relevant field is preferred


Why you’ll love working with us

  • You’ll have access to training from top tier speaking and performance experts, and opportunities to partake in one-on-one speaker coaching.
  • You’ll have tons of autonomy and responsibility, we’re a results driven organization.
  • You’ll take advantage of a casual work environment that is fully remote. We know your at your best when you feel comfortable and confident.
  • You’ll have lots of opportunity to grow along with us. We encourage you to go beyond your job description to carve your own role.


Don’t think you can tick all the boxes above? If you have some of the skills and experience we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply.


Talk Boutique is strongly committed to equal opportunities in employment. We welcome applications from all minority group members, women, Aboriginal persons, persons with members of sexual minority groups, and others who may contribute to the further diversification of Talk Boutique