Strategy & Operations Manager

| San Francisco
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At TripActions the Strategy and Operations team works at the intersection of the most important issues facing the company. It is a small, well-rounded group, that works closely with senior leadership and Product across the company shaping and driving strategic, operational, and organizational improvements across the company, such as:

  • Global expansion strategy and implementation
  • Being the critical interface between our R&D (product, engineering) and field teams (sales, customer success, support), when rolling-out new features
  • New revenue generation and protection programs
  • M&A evaluation and integrations 
  • Procurement and implementation of third-party tools and systems

In this role, you’ll work directly with leadership on strategic identification and prioritization of opportunities that will close existing gaps in the business and product and accelerate growth, including:

  • Help to build and scale operations globally 
  • Lead and manage cross-functional projects
  • Partner with Product and Eng to define product release strategies, and surface, prioritise, test, rollout, and iterate on new products and product features
  • Leverage strong communication and leadership skills, with the ability to work with both internal and external stakeholders, to be the internal cross-functional partner to oversee change management and enablement to our customer-facing teams
  • Use data-driven insights to drive decision-making

Reporting to the Senior Director of Strategy and Operations, the ideal candidate thrives in a high growth environment and easily adjusts to rapid changes in people, process, and product. You are very analytical, structured, and detail-oriented with a sharp focus on building scalable operations within complex cross-functional environments.  

RESPONSIBILITIES

Core responsibilities for the job include:

    • Identifying and owning forward-thinking, strategic projects - this includes identifying operational inefficiencies and implementing solutions to improve global operations
    • Acting as a trusted advisor to senior management by understanding, analyzing, and explaining key business drivers and financial results, identifying areas of opportunity and risk, and helping to develop strategies to address them
  • Product Program Management
    • Identifying and managing the interdependencies among projects, products, and other important strategic initiatives across the organization 
    • Assessing product-market fit requirements for new products, enhancements and emerging markets through internal and external research and effective data analysis
    • Program managing product changes across various Product teams to ensure the product-market fit requirements are delivered on-time and to specification
    • Serving as a technical and operational champion of key product domains and operationalising QA and subsequent rollout of planned beta programs
  • Product Feedback
    • Strategically prioritising product change requests based on issue volume, users impacted, revenue impact, and other relevant metrics
    • Identifying problem areas impacted by the product post-launch
    • Tracking core business metrics related to the product (adoption, impact on performance)
    • Flagging, defining and strategically managing the prioritisation of product bugs for resolution
  • Enablement and Change Management: Acting as the cross-functional partner to Product, PMM, Change Owners and our customer-facing teams (Customer Success, Marketing, Sales, Support) by understanding and communicating all upcoming product features and user experience changes
  • Creation and maintenance of all internal facing technical documentation.
  • Troubleshooting complex technical concepts in our platform like SSO setup, API and file-based vendor data exchange, user profile management, and external expense tool integrations.

QUALIFICATIONS

  • Bachelor’s degree (in Finance, Economics or Business Administration is a plus)
  • 5+ total years’ work experience in product, operations, or data-driven customer success in a technology company
  • Creative, solutions-driven person who acts independently whilst keeping cross-functional teams aligned 
  • Excellent organisational skills to manage multiple concurrent projects with varied stakeholders
  • Experience managing operationally-driven processes at large scale while leveraging product and technology
  • Strong interest in technical software configuration and general problem-solving
  • Ability  to clearly develop and document processes  
  • Ability  to develop a strategy, communicate it clearly, and get buy-in and support to execute
  • Ability to work within a matrix, solve problems and influence cross-functional teams
  • Excellent communication skills and strong emotional intelligence
  • Ability to easily create and build relationships across varied teams, in varied locations and time zones, both internally and externally, whilst challenging the status quo
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • SwiftLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • SalesforceCRM

Location

Right in the heart of Chinatown, SF - lots of hustle and bustle. We have great restaurants nearby and we're easily accessible by public transportation

An Insider's view of TripActions

How does your team reward individual success?

SHOUT-OUTS, SPIFFS, TEAM EVENTS. If you have top bookings - you get to wear the money jacket for the whole month!

Xander Garovi

Commercial Account Executive

How do you collaborate with other teams in the company?

There is a lot of collaboration, especially with Account Executives. We partner with them to find out the best strategies for outreach and how to best position the sell in order to optimize success in the deal.

Melissa Lord

Sales Development Representative

What are some things you learned at the company?

Being at TripActions has been the biggest learning experience in my career. One of the biggest things I’ve learned is adaptability. The company/team/role has changed so much from the time I’ve started and it’s been amazing to see it grow into what it is today.

Leighann Yamami

Senior Talent Acquisition Partner

What is your vision for the company?

Too often we blame technology for making our lives hectic and friction-filled - however, we fail to recognize, we are the ones creating the technology. TripActions is flipping the script, using technology to build real human connection.

Ryan Patrick O'Neill (RPO)

Senior Alliances Manager

What are TripActions Perks + Benefits

TripActions Benefits Overview

Competitive salary
Health: Medical, dental and vision
Food: Catered meals and drinks
Stock: Be invested in our future
Savings: Take advantage of our 401K matching
Travel: $2000 personal travel stipend to use on the app every year
Commuter benefits: Pre-tax benefit plus a $1000 yearly transportation stipend
People: Friendly, nice, and smart coworkers
Work/life balance: Take time off when you need it with an open vacation policy.
Location: WeWork located in the heart of SF

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
We provide free breakfast on Thursday. Employees get free lunch on Monday, Wednesday, Friday.
Professional Development Benefits
Diversity Program
Mentorship program
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