Business Operations Manager, Advisor Experience
About Fora
Hi, we’re Fora. We’re reimagining the travel advisor industry with fresh eyes, and building a travel agency that is modern, inclusive, tech-enabled and well, cool.
Fora is a next-generation travel platform that, through training and tools, enables anyone to become a travel agent. Fora's mission is to empower 100,000 entrepreneurs to transform their passion for travel into revenue, and we’re doing it by curating incredible experiences for travelers.
Fora was founded in 2021 by travel entrepreneurs Henley Vazquez, Jake Peters and Evan Frank – who shared one big idea. Since then, we’ve grown to a team of 50+ full-time employees, with an office headquarters in TriBeCa, New York City. We are fortunate to be backed by an incredible group of investors (Forerunner, Insight, Heartcore) and are looking for more talented and mission-driven individuals to join our team.
The Opportunity
We are looking for a Business Operations Manager to join our Advisor Experience team. This person must excel in data analysis, insight development, communication, and possess strong commercial acumen.
The ideal candidate will demonstrate an ownership mentality to solve problems independently and to completion and the ability to build insights through data. They must be excited by a constantly evolving role and organization, extending beyond the boundaries of their existing scope of work. This unique role interfaces with both our community of travel advisors and our travel partners.
The Business Operations Manager will report to and act as an extension of the Head of Advisor Experience, using good judgment to move otherwise unowned or special projects forward independently, quickly, and efficiently.
Responsibilities- Develop data-driven insights into advisor behavior from the time an advisor joins, through the first booking, as they continuously grow their book of business and establish themselves as travel leaders
- Act as a commercial thought partner within the Advisor Experience team and with cross-functional team members
- Leverage data insights to consistently identify commercial opportunities and recommend solutions to improve
- Turn data insights into actionable project plans, owning the execution and reporting of plans
- Manage monthly Net Promoter Score (NPS) including delivery, response review, and insight development as well as unique projects and solutions stemming from advisors’ needs
- Partner with the Head of Advisor Experience to develop an advisor-centric strategy and conduct quarterly/annual planning
- Track KPIs at the team and individual level leveraging tools like Metabase
- Work cross-functionally to identify commercial opportunities and recommend solutions to improve
- Effectively project manage and communicate with a diversity of stakeholders
- Own special strategic projects to support advisor experience and advisor’s business growth in collaboration with Product, Customer Experience, Growth, and Marketing
About You
- 3-5 years total experience with 1-2 years of experience in a commercial or consulting role ideally with experience in both SQL and excel as well as BI tools
- Structured problem-solver: You’re a logical thinker and make decisions based on data, but also have good instincts when data is limited.
- Owner: No challenge is too complex, no issue is too hard.
- Tenacious: You’re comfortable navigating through unclear circumstances and can act quickly and decisively with diplomacy and tact.
- Extremely organized: You balance a packed schedule, an endless to-do list, and never let anything drop.
- Strong communicator: You communicate effectively to a wide range of audiences (from senior executives to entry-level employees) and can masterfully tailor your approach to suit the circumstances.
We pride ourselves on our great benefits, including:
- Unlimited PTO
- Health Insurance (including an option completely covered by Fora HQ)
- Dental & Vision Insurance
- One Medical Membership
- 401k plan
- Commuter Benefits
- Supplemental Life Insurance
- Stock Options
Compensation
- The annual salary range for the target level for this role is $100-120k + equity
This role is based in New York City with a hybrid WFH & office schedule (Tuesday, Wednesday, Thursday are our Tribeca in-office days, with flexibility for Monday/Friday at your preference).
Fora is backed by Forerunner, Insight Partners, and Heartcore.
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WORK AUTHORIZATION
You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization.
EQUAL OPPORTUNITY
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.