Senior Operations Associate, Expert Community (Remote or On-Site)

Who We Are

• Heron Intelligence is a primary research firm that gives institutional investors direct evidence from the people who know companies best.

• Our mission is to turn real-world conversations into structured, defensible insight that investors can act on with conviction.

• Through Heron Events, AI-led interviews with former operators reach our clients within 24 hours of an earnings release, at higher volume and lower latency than traditional interviewing allows.

• Meeting that deadline every earnings season takes a small team that starts from what the client needs, works out problems no one has solved before, and executes precisely.

What We're Looking For

• We are looking for someone to do two things: 1. Support and grow the community of experts behind our AI-led calls, recruiting new sources and keeping existing ones returning quarter after quarter. 2. Enhance the analysis of our proprietary content.

• Recruiting the experts takes outreach that turns cold prospects into committed participants, and keeping them takes someone who runs many deadline-bound campaigns at once, fixes the points where people drop out, and provides value to the experts so they see benefit as well.

• Doing this across thousands of companies is more than one person can do by hand, so this person uses existing and self-created AI tools to scale their own abilities and do the work of many.

What You Will Do

Expand Your AI Skill Set

• Learn directly from colleagues who have experience implementing internal workflows and client-facing AI features. Grow your skill set from prompts to fully automated workflows using MCP and API integrations, and build real-time dashboards to solve problems as they come up. What you build, you will use.

Expert Recruiting

• Build, send, and refine outreach campaigns across multiple platforms to recruit former operators as experts, timing each campaign so its calls are staffed before the company's earnings date.

Expert Support

• Serve as the point of contact for thousands of experts a quarter, answering questions and resolving payment issues and complaints quickly and calmly so that experts come back. This inbox is a necessary part of the job that, done well, increases retention. It combines both experience and leveraging AI tools.

Process Improvement

• Track where prospects and experts drop out, diagnose the cause from the data, and automate the repeatable work so the fix holds at scale.

Your Profile

• 2-5 years in high-stakes client service, where you dealt with a high volume of outside people and the stakes were real: an expert network, a research or investor-relations desk, client success at a B2B information business, or similar
• Direct experience handling several hundred external people a quarter with real stakes, including complaints about money, while staying composed
• Hands-on experience operating an outreach or CRM stack at campaign volume (Instantly, Apollo, Salesloft, HubSpot, or equivalent), including building sequences rather than only working inside them
• A record of writing outreach copy and improving it through testing, with reply and conversion results you can point to
• Experience running several campaigns at once against fixed deadlines
• A habit of using AI tools in daily work, with specific examples of tasks you automated or sped up

Compensation, Benefits & Location

• ~$115,000 a year dependent on skills and experience
• Remote in US time zones or in our New York office, your choice; remote hires join us in New York for occasional in-person weeks
• Comprehensive benefits package including health, dental, and vision coverage, a 401(k) plan, and paid time off
• Start date: as soon as possible.

How to Apply

• Apply here on LinkedIn. Within a day you will receive a short email from Colby Howard, who runs Heron Events, with one question in place of a cover letter:
• "Describe a time you handled a client experience poorly, and a time you handled one well. What happened, what did you do, and how did each end?"
• Two paragraphs is plenty. We read for specifics: what you actually did and how it ended. Everyone who answers hears back.