Build, lead, and develop the CX Process and Content teams, setting priorities and coaching team members for growth.
Own end-to-end content lifecycle for agent-facing process documentation and knowledge base content.
Establish governance, track metrics, and partner cross-functionally to ensure processes and content stay current.
Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle complex retail delivery challenges, reaching 97% of US households across over 30,000 zip codes. With a network of more than 310,000 independent drivers, Roadie offers flexible delivery solutions and a collaborative culture.
Design the information architecture, taxonomy, and governance standards that turn fragmented company knowledge into reliable context.
Onboard and enable teams to contribute high-quality knowledge by training champions and providing templates and guidelines.
Operate the context platform, configure integrations with Slack, Gong, Drive, and Notion, and ensure secure access for people and AI agents.
n8n is an open workflow orchestration platform for AI automation, giving technical teams the freedom of code with the speed of no-code. Since 2019, the company has grown to over 260 employees across Europe and the US, backed by a community of 650,000 developers and a shared builder spirit.
Own the operating model improving AI-agent and human support performance, including building and governing agent operating procedures (AOPs).
Lead teams executing AOP governance, QA cadence, and knowledge management, partnering with Product and Quality Assurance.
Chair cross-functional triage assigning surfaced gaps to owners and due dates, and report on deflection and resolution quality.
Spring Health is a global mental health company on a mission to eliminate every barrier to mental health, using an AI-native platform that delivers personalized support across coaching, therapy, medication management, and specialty care. The company reaches more than 170 million people worldwide through employers, health plans, and partners, and fosters a culture where technology expands the reach, quality, and humanity of care.
Own the systems behind customer support: knowledge base, training, QA, and data.
Partner with BPO leadership and AI Lead to improve agent performance and customer satisfaction.
Analyze CSAT, NPS, QA, FCR, and AHT data to drive workflow and knowledge fixes.
Grüns makes comprehensive nutrition gummies formulated from 60 nutrient-dense whole-food ingredients. The company is a fast-scaling, fully remote team that values high standards, ownership, and work-life balance.
Drive daily performance of operations teams to exceed service and quality levels while within budget.
Design and implement robust operations processes, quality programs, and continuous improvement initiatives.
Collaborate with Product, Sales, and Technology teams on services, incident response, and reporting.
Nearmap provides aerial imagery, AI-driven analytics, and geospatial tools that reshape understanding of the built environment. The company fosters an inclusive, supportive culture where employees move fast, work smart, and embrace remote work.
Oversee daily operations across BPO vendor partners, monitoring queue performance, SLA adherence, and staffing levels.
Own the Care technology stack, including Zendesk, Amazon Connect, and workforce management tooling.
Drive quality, learning, and process documentation to deliver high-quality member care at scale.
evermore is a technology company that administers Smart Benefits, connecting people to products and services they need to live healthier lives. It is a Series B stage company backed by leading investors and operates as a remote-first, distributed workforce.
Own day-to-day BPO partner performance, tracking results against goals and leading improvement initiatives.
Serve as the main point of contact between BPO partners and internal teams, keeping priorities and expectations aligned.
Use data to spot trends, find root causes, and turn insights into clear action plans.
Headway is building a new mental healthcare system by automating insurance and administrative work for providers. As a Series D company with $325M+ funding and over 90,000 providers, we're scaling a mission-driven team focused on accessible, affordable care.
Build member journey systems end-to-end, including CRM, lifecycle campaigns, automations, and SMS operations.
Architect HubSpot from the ground up, owning workflows, segmentation, QA, and vendor relationships.
Partner with Data and leadership to measure engagement and scale outreach as the company grows.
Chamber rebuilds cardiology around outcomes by partnering with independent cardiologists and using technology, data, and operations. An early-stage company, it pairs cutting-edge AI with human care and values low ego, empathy, and grit.
Partner with team leaders to audit and redesign internal knowledge sources across Notion, Slack, Google Drive, and GitHub.
Build AI automations that keep content current by assigning ownership, flagging outdated info, and triggering reviews.
Own the information flow for onboarding and internal communication, including All Hands and the newsletter.
Apify operates the largest marketplace of tools for AI, offering thousands of web automation Actors for real-time data, lead generation, and app integration. The company emphasizes autonomy, flexible work, and a playful office culture with team events, learning opportunities, and perks like free lunches and unlimited AI access.
Own real-time support queue monitoring, staffing coverage, and ticket flow to prevent backlogs.
Write and maintain SOPs and Confluence documentation for support processes and best practices.
Act as the go-to SME, coach the team, handle escalations, and jump on tickets when needed.
O.R. TRAX is a healthcare SaaS company that automates vendor management and surgical scheduling for hospitals and ambulatory surgery centers. The company is fast-growing and execution-driven, supporting hundreds of hospitals with zero-hardware deployment and enterprise-scale reliability.
Turn every customer message into clear, owned, and due-dated work using an internal scoping process.
Reproduce data and metric issues, gather evidence, and resolve directly or hand Engineering a clean, actionable ticket.
Monitor account KPIs, product usage, and trends to identify low engagement, risks, and opportunities for proactive follow-up.
Kairon is the execution layer for healthcare, turning fragmented claims and clinical data into workflows for ACOs and health networks to capture shared savings. We are a seed-stage team of under 10, AI-native by construction, working with live customers managing real patient populations.
Own end-to-end Zendesk platform administration, governance, and continuous improvement.
Lead AI-enabled automation initiatives to streamline service delivery and improve efficiency.
Partner with stakeholders to optimize workflows, knowledge management, and user experience.
The Wisconsin Foundation and Alumni Association (WFAA) is the private fundraising and alumni relations organization for the University of Wisconsin-Madison. They foster a culture that is inspiring, creative, and respectful, offering competitive pay and an outstanding benefits program.
Own delivery across your squads, including sprint shaping, prioritization, and backlog grooming.
Stay technical by shipping production code and reviewing architecture decisions.
Partner with Product Strategists to balance scope and delivery, and grow managers on your team.
Omada Health reverses how healthcare is delivered in America, focusing on the space between doctor visits for chronic conditions like obesity and diabetes. They have served over two million members across 2,000+ employers and health plans, with a certified Great Place to Work culture.
Coordinate departmental projects and strategic initiatives, maintaining project plans, workback schedules, and action logs.
Document current workflows, identify bottlenecks, and recommend process improvements to increase efficiency.
Develop SOPs, templates, toolkits, and resources while supporting knowledge management and gap analysis.
The American Heart Association is a voluntary health organization dedicated to fighting heart disease and stroke. Founded in 1924, it is a large non-profit with a culture focused on work-life harmonization and professional development.
Drive change management and communications across the provider network, including rollout plans, newsletters, and policy updates.
Optimize self-service content and help center tools like Zendesk Guide to ensure accurate documentation.
Lead complex enablement initiatives with Product, Operations, and Success teams, using data and AI tools to track performance.
Spring Health is a global mental health company using an AI-native platform to deliver personalized support across coaching, therapy, medication management, and specialty care. The company reaches 170 million people worldwide and values AI fluency, human judgment, and a mission-driven culture.
Publish and maintain knowledge articles, FAQs, SOPs, and desktop references in ServiceNow and DPR Toolbox.
Collaborate with SMEs to develop and refine content for clarity and alignment with organizational standards.
Monitor content performance metrics and user feedback to inform improvements.
DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects. It's an employee-owned company with about 11,000 employees committed to growth, innovation and building great things.
Own the internal communication strategy and platform for all company stakeholders.
Drive operational excellence by eliminating bottlenecks and improving processes.
Lead company-wide meetings, quarterly kickoffs, and leadership offsites.
Power Digital is an AI-native growth firm that helps leading and emerging brands grow through technology and talent. The company is people-first with a curious, ambitious, and accountable culture, supporting remote, hybrid, or in-office work.
Own Growth systems: CRM, contact center, marketing, and engagement platforms.
Partner with leaders to implement scalable tech solutions and reporting.
Lead Growth projects from requirements to training, including vendor management.
Sandstone Care provides high-quality behavioral health treatment for teens, young adults, and families. They are a collaborative, supportive community focused on innovation and clinical excellence.
Define Orbit's multi-year vision and roadmap across graph models, ingestion, query, and enterprise readiness.
Lead discovery with technical customers and turn complex platform opportunities into measurable outcomes.
Partner with Product Marketing, Sales, and Finance on positioning, packaging, pricing, and adoption.
GitLab is an intelligent orchestration platform for DevSecOps, helping organizations increase developer productivity and accelerate digital transformation. Trusted by more than 50 million registered users and over 50% of the Fortune 100, GitLab fosters a high-performance, all-remote culture where innovation flourishes and every voice is valued.
Manage submission workflows to ensure timely peer review and resolve vendor or colleague queries professionally.
Troubleshoot manuscript and system issues, proactively raising data-driven recommendations for process improvements.
Serve as daily liaison with vendors, monitoring performance against KPIs and contributing to operational projects.
PLOS is a catalyst in open science, reimagining models to meet open science principles and removing barriers in knowledge sharing. The organization is supported by a global in-house team and values diverse perspectives to create a more equitable system of scientific knowledge.