Lead, Support Operations
Stepful
Lead, Support Operations
Stepful partners with healthcare institutions to build talent pipelines and career pathways. We are reimagining allied healthcare training with a digital-first environment for student cohorts that prepare job-ready graduates five times faster, at a fraction of the cost. Stepful graduates, primarily from underrepresented communities, go on to work at leading healthcare institutions. Stepful is backed by Y Combinator, Reach Capital and AlleyCorp and recently closed a round led by Oak HC/FT.
Stepful is seeking a Lead, Support Operations to enhance our operational efficiency as we scale from 25,000 active students to over 100,000 active students. This is a pivotal moment for our organization and an opportunity to be a force-multiplier in streamlining our communications to students across various channels.
The Lead, Support Operations will build systems, identify tooling and leverage AI solutions to standardize how we communicate with students throughout their journey with Stepful: from admissions through to job placement and everywhere in-between.
This is a hybrid role (working three days/week from our office in NYC) reporting into our Head of Student Operations.
What You'll Do
Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform both resource planning and capacity management
Frameworks: Build and lead escalation frameworks to address student concerns swiftly and effectively
Optimization & Standardization: Identify operational gaps and implement solutions to standardize our student communications across various channels and programs
Enhance Operational Efficiency: Leverage AI-driven solutions to reduce workload on support staff, allowing them to focus on more complex, high-touch tickets
People Management: Lead a team of support specialists to provide an exceptional student experience
Customer Advocacy: Act as the voice of the student within Stepful, ensuring their needs are represented and addressed appropriately
Cross-Functional Collaboration: Work closely with various business partners to improve and optimize the student experience for superior retention, graduation and job placement rates
What You'll Bring
At least 8 years of experience in customer support, operations or a similar discipline, preferably within a B2B2C setting
At least 2 years of people management experience
Experience managing a complex, multi-faceted customer journey inclusive of various forms of support (i.e., sales support, technical support)
A proven track record of both optimizing and standardizing support operations through technology and creative solutioning, at scale
Familiarity with leveraging AI-enabled solutions to automate support
Experience creating dashboards, tracking metrics and forecasting using tools such as Excel/Google Sheets and/or BI/data visualization tools (Looker, Tableau)
Empathy for both our support team and our students
Ability to influence and inspire cross-functional teams
Bonus Points If
Experience in a high-growth, scaling startup environment
Interview Process
Introductory call with Talent Acquisition team member
Interview with Hiring Manager
Take-Home Assignment
Virtual
On-Site Panel Interview
Benefits and Compensation
Meaningful Equity Stake
Subsidized Medical, Dental, and Vision insurance plan options
401(k)
FSA, HSA and commuter benefits
Open vacation policy, including:
Guidance of 15 days PTO annually
Stepful closed the last week of December
15 work-from-anywhere days
10 public holidays observed for 2025
The target base salary range for this opportunity is $160,000 - $180,000, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, internal pay equity and other relevant business considerations.
At Stepful, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.