Head of Operations

TopFan Company Overview:

TopFan (topfan.com) is an established Colorado-based technology company that provides an online fan engagement and content monetization solution used by many top sports and entertainment brands. The white-labeled platform, known as TopFan Pro, is used by clients to create highly-engaged communities for their best fans on mobile app, desktop web, and television devices. 

TopFan’s technology allows clients to distribute and sell video, audio and other digital content through subscriptions and directly sell merchandise, e-courses and tickets. Additionally, clients are able to capture demographic and psychographic fan data to help maximize the lifetime value of their fans.

The Company’s clients include a list of large international entertainment brands across multiple verticals including sports teams, music artists, film and television studios, and popular interest topics.

The Company is now preparing to launch a new product for the Creator Economy named TopFans (topfans.com), also offering smaller independent digital creators the ability sell content, merchandise, experiences directly to their global fans in a family and brand safe environment.

Role Description:

The Head of Operations will be responsible for managing core aspects of the business as it relates to both TopFan Pro and TopFans.

1)    Insights & Analytics. Supporting the Business Development and Creator Success Team with data-driven insights to help them recruit and enable creators to be successful on the TopFans platform. Closely monitoring the daily vitals of the business and proactively identifying problems before they compound. Providing daily reports of Key Performance Indicators. Preparing and presenting reports to stakeholders (i.e., Board, Investors, Analysts).

2)    Financial Systems & Banking. Monitoring the internal and external systems that facilitate the real-time movement of money between of creators and fans digital wallets and respective banking systems. Providing TopFan's accounting team with needed financial information.

3)    Fan Customer Support. Assisting fans with support matters related to purchases of content, experiences, merchandise, referral payments, disputes and refunds, etc.  Triaging and routing issues to the appropriate teams. Managing of the customer support ticketing system and ensuring customer support tickets are closed in timely manner.

4)    Creator Customer Support. Assisting creators with support matters related to selling of content, experiences, merchandise, referral payments and wallet withdrawals. Triaging and routing issues to the appropriate teams.

5)    Policies and Procedures. Maintaining written published Creator / Fan policies and Frequently Ask Questions. Ensuring content across platform is family and brand friendly though automated and manual enforcement technologies. Determining if a Fan or Creator is in violation of Company terms of service and taking respective actions.

6)    Management of Integrated Partner Relationships. Vendor management and negotiation with key partners including Credit Card Processors, Banking Partners, Shopify and others.

7)    Advertising and Creator Resources. Oversight of the TopFans Advertising Platform and 3^rd Party Creator Resources portal and respective partner relationships.

8)    TopFan Pro Support. Monthly Client Invoicing. TopFan Pro Business Case creation. Providing Revenue Reports to Accounting Team. Support to TopFan Pro Clients regarding Metrics, Subscriptions and Shopify Integration.

9)    Product Innovation.  Participate in discussions with Product Management and Development Team to suggest internal and external features to improve the TopFans and TopFan Pro platform for clients and internal stakeholders. Periodic QA of new features before they enter the production environment.

Required Experience & Education:

·      4 years of operational experience at a technology services business

·      3 years of technical customer support management

·      3 years of experience in analytics, data analysis and executive style reporting

·      3 years of experience in financial management and accounting related work

·      Bachelor’s degree and Masters preferred in business operations and management

·      Project Management certification a plus

Required Professional Skills:

·      Managing individuals and ensuring accountability of staff

·      Successful vendor management and negotiation

·      Understanding of accounting principles and core financial concepts

·      Experience in managing large volume customer support ticketing and triage systems

·      Preferred experience working in the creator, music, sports and entertainment industry

·      Experience with direct-to-consumer business models (merchandise, tickets, subscriptions)

·      Professional writing skills for authoring of policies and other operational guidelines

·      Strong organization and project management skills

·      Excellent listening, verbal and written communication skills

·      Comfortable in presenting to financial analysts and board level executives

·      Ability to communicate with both technical and non-technical individuals

·      Attention to detail and eye for good aesthetics when building presentations and products

·      Strong time-management skills with ability to multi-task in a face paced environment

·      Flexible mindset and embraces a rapidly changing startup company environment

Required Technical Skills:

·      Proficiency in Google Workspace, Microsoft Word, Excel, PowerPoint

·      Experience with Shopify and popular E-Commence platforms

·      Experience with Stripe and Credit Card Processors

·      Experience with QuickBooks Online

·      Experience with internet metrics/analytics packages similar to Google Analytics

·      Comfortable managing and leading Zoom and Google Meet calls

·      Understanding of online advertising networks (Google Ad and Facebook Advertising)

·      Strong understanding of the top social media and creator platforms (Instagram, X, Snapchat, Reddit, Discord, YouTube, Vimeo, TikTok, Patreon etc.)

The successful Head of Operations candidate will be enthusiastic about the creator economy and passionate about helping creators successfully engage and monetize with their fans. The candidate understands that efficient customer support, transparency and accuracy are key to building and maintaining the trust of both fans and creators. Finally, the candidate is a self-motivated, energetic, team-minded collaborator who is comfortable working remotely, appreciates start-up culture, and possesses a “find a way to get it done” attitude.

This is an opportunity to become a leader at an exciting, innovative technology business, and work directly with top entertainment organizations, creators and their millions of fans around the world.  The position is exposed to rapidly evolving innovative technologies and the role provides the opportunity to take on increasing levels of responsibility as the company scales and moves towards a profitable liquidity event. We are a passionate team that works hard and has a lot of fun doing it.

Other Details:

Location: Work from Home (Colorado, Central or Mountain Time Zones preferred)

Salary: $75,000-$100,000

Equity: Yes

Health, Dental, Vision Benefits: Yes

Retirement / 401K: Yes

Work/Life Balance: Ability to work from home with flexible hours.

Job Type: Full-time