Manager, Operations

**What's Bench? Check us out in** Medium, Betakit, Financial Post, our Instagram, and our Life at Bench Blog.
- We acknowledge that Bench was founded on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh _(Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations._

Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses.

Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform_._ From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable.

We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here

**What does the Retro team look like?**

Retro is a team dedicated to large scope bookkeeping to help small business customers catch up on years of back taxes, clear up any potential tax delinquencies, and move forward with their businesses. We have huge growth ambitions on Retro because we have seen first hand how many small business owners fall behind on their taxes and need our support to get back on track. It's hard work being a small business owner, and bookkeeping often falls to the wayside when challenges arise. That's where we come in

The Retro Delivery Team is a mighty team of ~30 people that specialize in servicing customers that need some extra attention and support to get their bookkeeping and business's financials under control, up to date, and achieve peace of mind in their lives as a whole. After the Retro Delivery team works their magic, the goal is for these customers to move on to our monthly bookkeeping service to maintain that going forward. We know there are many more business owners out there we could help, and we'd love to have someone as ambitious and excited as us to join our growing team.

**What you'll get up to**:
**_ 1) Responsibility for Retro Team Performance & Growth (including hiring and promotions)_**
- Setting clear performance expectations for the team and holding all team members accountable to these high expectations through frequent positive and constructive feedback at all levels
- Using data to report on success and identify areas of improvement; defining and then advocating for the creation of new data sets when the current data doesn't support your understanding of what really matters.
- Facilitating team meetings and other forms of communication to keep your team lead group and team inspired and informed
- Building the foundation of an excellent team through exceptional hiring and promotion decisions

**_2) Owning the experience of every single one of your teams' customers_**
- Accountability for all outcomes of our Retro bookkeeping services, and effective direction of the team to exceed the expectations of our service delivery
- Ensuring that the team are upholding the high service standards we have for our customers' experience, and effectively taking corrective action when Bench actions aren't conducive to our customers having a truly exceptional experience

**_3) Ongoing coaching and development of team members_**
- Holding regularly scheduled 1:1s with Team Leads on your team and frequent connections with Associates on the team to stay closely connected to their Bench experience, providing coaching in pursuit of great results.
- Constantly seeking or creating opportunities for the team to develop themselves to reach higher levels of capability in pursuit of their professional goals and fulfilling our business needs.
- Creating repeatable systems for developing entry level leaders within the Retro Delivery team

**_4) Accountability for the 3/6/12 month strategy for the Retro Delivery team_**
- Ensuring that a clear vision is in place for the team and that the vision is communicated clearly with other departments (what is important to us, what we are going to do to get there).
- Creating and delivering on quarterly Objectives and Key Results (OKRs) or Key Performance Indicators (KPIs)
- Prioritizing and leading key initiatives to systematically improve service delivery, which requires extensive collaboration with other departments at Bench, including but not limited to Technology, Product, & Design, Keep Up, Catch Up, Onboarding, Sales, Quality, and Business Operations.

**_5) Process and Systems Improvement & Infrastructure_**:

- Taking full ownership over systems, processes, and workflows of the team, and acting as an agent of change when there are broad improvements that can better the experience of our customers and Benchmates

**What you'll need**