Manager, Program Operations

Hybrid at our Bethesda Office: The majority of your team and our HQ office are in Bethesda, MD. We work in person Monday, Tuesday, and Thursday. If you are an exceptional candidate for this role, we may consider you being remote. $80K base Meaningful equity in our early-stage, venture-backed company We pay 100% of the premium for two UHC Gold plans and 50% for your dependents. Same breakdown for dental and vision High accountability + high flexibility culture About Keep Company Keep Company is on a mission to make human connection an intentional, scalable asset in every workplace. As a venture-backed SaaS platform recognized by Techstars, Forbes, and SHRM, Keep Company blends technology with coaching and mentoring to deliver transformative, measurable employee experiences at leading law and professional services firms. We help organizations accelerate culture, retention, and productivity, especially in moments that matter most. Keep Company is the platform for people programs, helping professional services firms build and scale the relationships that develop their people and keep top talent. As AI transforms how work gets done, the relationships and human skills that build judgment, confidence, and performance are increasingly important to how firms develop their people and differentiate themselves. Keep Company helps firms create those relationships by design — across career stages and seasons — so they can develop their people, keep the talent who set them apart, and stay ahead as work changes. Our configurable technology, embedded expertise, and actionable insights make it easier to build, manage, measure, and scale relationship-based programs across the firm. Organizations can use Keep Company’s platform to power their own programs — from mentoring and group coaching to peer groups and ERGs — or launch full-service programs designed and live-facilitated by our team. We combine technology that makes development easier to scale with human expertise where it matters most. The Role As Manager, Program Operations you own the daily operational delivery and enablement of all Keep Company programs. Reporting to our VP, Programs, you are an exceptional executor and “train conductor” ensuring every program is excellent. You design processes and systems with scalability in mind, delivering thoughtful, human, and transformational experiences to thousands of members that make our clients eager to expand their offerings with us. You will oversee the day-to-day execution of the full lifecycle of program delivery, including how programs are configured, members are enrolled and onboarded, and feedback is gathered and operationalized. You will oversee program operations, cohort execution, and program communications, while building the scalable automations and systems that allow Keep Company programs to grow across enterprises. You will partner closely with the Director of Program Experience (who also reports to our VP, Programs) and a few of our Programs team contractors to ensure all programs are delivered smoothly and efficiently. You will also work closely with our Director, Client Success to ensure program delivery and reporting directly meet and exceed client goals, and with our Product team to ensure insights from our programs meaningfully inform our platform evolution. You thrive when you don't inherit clarity but get to create. This role is ideal if your passion is creating and itierating on operational systems, are detail-obsessed, and experienced in building and managing AI-forward scalable workflows that serve both our enterprise clients and their individual users/members. Key Responsibilities Program Operations and Cohort Management Manage the end-to-end delivery of all Keep Company programs including: Core programs and program pilots that include learning and skills content, live coaching/mentoring sessions, member communications, enterprise best practices, and program evaluation and assessment. Enterprise workshops and experiments that include learning and skills content, various modalities, external experts, and delivery best practices. Ensure every cohort runs smoothly, on time, and with consistently exceptional quality. Build and partner with program administrative support to maintain operational systems across member intake, cohort scheduling and platform configuration, communication, facilitation and coaching support, feedback, and reporting. Partner with the Director of Program Experience to ensure coach and facilitator readiness, session and content configuration, and seamless program delivery. Partner with VP, Programs to create scalable processes that support expansion to thousands of members across multiple program types and hundreds of Keep Company coaches. Program Communications Ensure all program communications, from onboarding to final post-program survey completion, are clear, supportive, timely, and human-centered. Develop and execute communication strategies including emails, nudges, announcements, reminders, and storytelling that drive belonging, connection, and productivity. Build repeatable, but iterative communication playbooks that ensure consistency across cohorts, programs, and facilitation models, skillfully deploying the use of AI tools and automation where appropriate. Operational Systems and Process Optimization Work closely with VP, Programs to develop, document, optimize and, when appropriate, automate workflows that improve speed, quality, and scalability. Identify bottlenecks across operations, member experience, and internal communication flows, and implement improvements. Leverage automation, tooling, and AI-based efficiencies to reduce manual lift and improve consistency. Maintain portfolio-level visibility into all program timelines, milestones, and execution requirements. Design and implement a scalable coach management structure ensuring Keep Company coaches are not only well-prepared, but have the internal tools and resources they need to smoothly deliver Keep Company programs. Data and Program Reporting Partner with Technical Program Managers to build dashboards and reporting structures that translate raw data into actional insights that measure program health, member experience, cohort performance, and operational quality. Own standardized reporting for internal teams and enterprise clients across Keep Company-run programs, client-run programs using Keep Company Program Design, client-run programs.. Manage all pre-program, mid-program, and post-program data reporting including outcomes related to program design such as attendance, session satisfaction, and coach feedback. Ensure continuous feedback loops drive improvements across program design, program operations, and product. About You 2-4 years of experience in program operations, client experience, B2B2C program management, or operational roles in SaaS. HR tech or people operations experience is a plus. Strong operational thinker with a track record of building and scaling complex cross-functional workflows. Experience with project management tools and complex operational processes. Highly analytical and comfortable building dashboards and translating data into strategic recommendations. Detail-oriented, organized, and able to manage multiple programs and deadlines in a fast-paced environment. Skilled at leveraging AI and automation to improve operational efficiency. Understanding of coaching, learning, behavior change, or human development programs is a plus. PMP certification preferred. Experience with late-stage startup operations preferred. Why Keep Company? Play a foundational role in how organizations and their people build the relationships, confidence, judgment, and human skills needed to grow, perform, and lead at work, at every career stage — especially as AI changes how work gets done. Architect the operational backbone of Keep Company’s next phase of scale. Competitive salary, equity, medical, dental, vision, 401k, and flexible PTO. Hybrid work environment with a mission-driven, deeply supportive team. Regular team events, continuous learning opportunities, and meaningful celebration. #J-18808-Ljbffr Keep Company