Director of Operations

Director of OperationsNew York City, New YorkInspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.As the world's leading network of top admissions coaches in medical, legal, business, and college studies, we're building software and services in one placedisrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures and Jeff Fluhr (Founder of Stubhub).This is not your typical ops role. We're looking for someone to take full ownership of the operational engine behind a fast-growing, mission-driven education business. You'll oversee and improve the systems that sit at the heart of our company, including student-counselor matching, global counselor recruitment, customer support escalations, CRM workflows, and the launch of new products and services. This role is about more than maintaining operations. It's about scaling them. You'll design and lead complex, cross-functional initiatives that directly impact our students' outcomes and our counselors' success. You'll be the go-to person for making sure every operational piece fits together, from backend automation to human interactions. You'll work directly with the founders and collaborate closely with leaders across sales, marketing, product, and technology. Your work will touch every part of the customer journey, and you'll play a critical role in helping us scale our infrastructure and deliver a best-in-class experience at every step.This is an in-person role requiring 5 days/week in our NYC office (Gramercy)What You'll DoCustomer Operations & MatchingOwn and optimize the student-counselor matching process to ensure high-quality outcomes and fast turnaround timesBuild logic-based workflows using HubSpot and automation toolsAnalyze matching performance and improve allocation processesManage and develop a team of student success managersBuild & Run the Counselor Supply EngineLead recruitment, onboarding, training, and quality management of our global counselor networkOversee high-volume hiring pipelines with internal and external recruitersMaintain performance benchmarks and conduct regular quality auditsManage and scale a team of high-volume recruiters and sourcersCustomer Success & EscalationsLead our customer support and escalation teams to ensure timely, empathetic resolution of issuesDevelop SOPs and escalation protocols to ensure consistent service qualityMonitor and improve NPS, CSAT, and refund rates through structured feedback loopsTrack performance of the escalation team against key KPIsOperational Systems & InfrastructureOwn our operations stackincluding HubSpot CRMto ensure seamless cross-team collaborationDesign and implement scalable processes, automations, and documentationMaintain data hygiene and create reporting systems to support visibility and decision-makingLaunch New Products & FeaturesLead operational planning and execution for new services, pilots, and rolloutsCollaborate cross-functionally with Product, Sales, and Marketing to ensure launch readinessEnsure backend systems, training, and support are in place for smooth go-to-market executionWho You Are7+ years of experience managing and scaling teams in operations, customer success, or program management3+ years of people management experienceExperience handling customer escalations with empathy and clarityBackground in recruiting or managing service providers (e.g., coaches, tutors, consultants) is a strong plusProven experience in a startup or high-growth service or marketplace environmentDeep ownership mindset with the ability to toggle between big-picture strategy and on-the-ground executionExperience building workflows in tools like HubSpot, Salesforce, or AirtableStrong detail orientation without losing sight of the broader missionCollaborative, no-ego, hard-working team player who thrives in a fast-paced environmentWhat We Look ForA passion for building meaningful, authentic connectionsA positive, solutions-oriented mindset with a strong sense of ownershipCuriosity and a desire to learn, experiment, and improveResilience and persistence in the face of challengesEnthusiasm that motivates others and adaptability in a fast-changing environmentHigh energy, strong follow-through, and a drive to get things doneWhy You'll Love InspiraAmazing people with a great vision and valuesMission-driven team culture focused on student successYour work directly impacts the lives and careers of students across the globeHealth, dental, and vision insurance, base plans 100% employer paidFlexible paid time off (PTO) and paid holidays401(k) with company match