Product Operations Associate
At Fora, we’re reimagining the travel advisor industry with fresh eyes. Our mission is bold. We want to empower >100,000 entrepreneurs to transform a passion for travel into income, and we’re doing it by building a travel agency that is modern, inclusive, tech-enabled and, well, cool.
Founded in 2021 by three experienced entrepreneurs, Fora has grown to a team of 25+ full-time employees with an HQ office in TriBeCa, New York City. We are fortunate to be backed by an incredible group of investors and are looking for more talented and mission-driven individuals to join our early team. Read more about us in Condé Nast Traveler, where we were featured as one of the 56 Bright Ideas of Travel in 2022.
About the role
We're looking for an Associate to join our new Product Operations team, which sits within the Tech org and bridges Product, Engineering, and non-tech functions. Your mandate is scalability - ensuring we can serve Fora advisors with efficient, high-quality support as we 10x the number of advisors using the platform.
As someone who sits at the intersection of tech, operations, and finance, you will:
- Configure and administer our support platform, including intake & routing processes, integration with other tools, and reporting out of it
- Create and document processes to support advisor and business needs as Fora scales
- Diagnose, troubleshoot, and collaborate with ops, Product, and Engineering to solve technical issues and bugs
By the end of your first 4-6 weeks, you should have a good lay of the land. That means understanding our tech and support platforms, the main operational processes that involve them, and an inventory of observed needs or pain points. You should also have a shortlist of quick win improvements that you've started to address, and be on your way to building strong relationships in Tech and Ops.
By the end of your first 3 months, you should be starting to solve some of the more complex needs - likely involving integrations and/or automations that save meaningful time or confusion. You should also be reporting regularly on your KPIs - likely a staff-to-advisor ratio, SLA performance, and backlog.
This role is a great opportunity for someone who thinks of themselves as a ‘chief problem solver.’ Fora has strong momentum and you will play a key part in what it means to scale as a Series A company: both in terms of internal operations and the impact that has on Fora advisors and their experience.
In this role you will report to the VP, Product Ops, who is based in NYC and works a hybrid remote / in-office schedule.
Above all, you're an empathetic and people-oriented problem solver. Because this role is so much about enabling others, empathy, communication, and collaboration are key to your success, together with the technical savvy to build solutions.
To be successful we believe you need 3-5 years experience in some combination of high-growth, startup, tech, or consulting environments, with the following demonstrated skills and qualities:
- Creative problem solving - including being a great diagnostician to get to root issues
- Top notch listener and empathizer - you have to be able to understand user needs
- Communication with both technical & non-technical stakeholders - spoken & written
- Systems thinking and documentation
- Knowledge of support ticketing systems like Zendesk, Front, Kustomer, etc., and admin experience in ≥1
The strongest candidates will also likely have some if not all of the following skills:
- No-code / low-code integrations experience - Zapier, Make, etc (or webhooks/APIs)
- Independent project management, from project scoping to completion
- Analytical "chops" – technically capable in SQL (query) and Excel/Gsheets
Benefits & perks
This is a full-time role based in New York City with a hybrid WFH & office schedule. Our benefits include unlimited vacation, health/dental/vision insurance, One Medical membership, 401(k), commuter benefits, supplemental life insurance, and more. Compensation is commensurate with experience and includes equity options.
You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization.
Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.