Pursuit is a social impact organization that creates economic transformation for high-need, high-potential individuals through our technical training programs. We are not just another coding boot camp. We are a mission-driven organization that goes beyond technical instruction to offer coaching, career development, and employer partnerships that help our Fellows secure high-paying software engineering jobs and thrive in their new careers.

We are One Big Team

The passionate and collaborative team at Pursuit gives its all to achieve our mission. And it’s not just staff. We work with employer partners that love hiring our Fellows because they are so well prepared, ranging from big financial firms to scrappy startups, and everything in between. We also activate and engage hundreds of volunteers that come from all areas of the tech industry. These experts and professionals help keep our curriculum fresh and our standards for achievement high by participating in our admissions process, as well as program-specific activities such as interview training, DemoDays, Hackathons, and Capstone projects. 

Pursuit is building an innovative financial product known as the Pursuit Bond which aims to directly connect capital markets and training organizations through an outcomes-based model. The Pursuit Bond is poised to play a pivotal role in our growth strategy over the next decade and will be a key driver for scale. Additionally, there is a potential for Pursuit Bond to evolve into a product and business capable of serving other training and educational institutions. 

As the first Service Operations Manager you’ll play a pivotal role in building the foundations for customer experience and operations. You’ll map the customer journey, defining milestones and touchpoints, creating the playbook for successful customer engagement. This is a great opportunity to build a category-defining financial product. 

As a Service Operations Manager you will: 

• Map the customer journey, defining the milestones and relevant triggers throughout Fellows’ lifecycle
• Create customer engagement touchpoints
• Develop and implement messaging for various touchpoints and scenarios, creating a resource library for future scale
• Build a scalable customer engagement playbook, laying the foundation to build a Service Operations team in the future
• Iterate and experiment to identify the most effective relationship activities at select touchpoints
• Create targeted messaging to drive user behavior toward intended outcomes
• Identify external partnerships, collaboration opportunities and innovative strategies to build this new product and team
• Create the foundation for a Service Operations function to serve users and clients of the Bond platform

What you need to be considered for this role: 

• Proven experience in Service Operations, preferably at an early stage company, or a new division/product within a larger company
• Strong understanding of the elements of a successful candidate journey and the ability to map that out to adapt to a new product
• Scrappy and creative, with the mentality to keep innovating
• Demonstrated experience working cross-functionally to achieve targeted outcomes and results
• Ability to 
• Ability to both get down to detail and develop higher level strategic view
• Experience in customer-facing touchpoints and techniques in influence and persuasion 

Where you’ll work: 

• Hybrid
• At least 2 days per week in our Long Island City office

Salary & Benefits:

The salary range for this role is $130,000 - $170,000 base Servi incentive compensation.

The compensation range above is for the expectations as laid out in the job description, however, we are often open to a wide variety of profiles and recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated to you as a candidate.

Pursuit offers: 

• Great culture where transparency, respect, teamwork, and kindness are valued
• Competitive compensation in base, plus bonus and a full benefits package
• Catered lunches and delicious snacks
• 401k plus match
• Unlimited PTO and an all-Pursuit week-long holiday the last week of August and the last week of December
• An opportunity to work at the intersection of tech and social impact, and make a direct impact on the communities of those we serve.

Pursuit values diversity: 

Our team has a wide range of backgrounds and experiences, and we value the richness that diversity brings to our organization. We welcome new perspectives and affirm that all employment decisions are made without regard to race, color, ancestry, religion, national origin, age, familial or marital status, sex, sexual orientation, pregnancy, gender identity or expression, disability, genetic information, veteran status, or any other classification protected by federal, state, or local law. Pursuit is an equal opportunity employer.