What are the responsibilities and job description for the Head of Community Directory Operations position at Wellist?

Head of Community Directory Operations

Location : Boston, MA

Wellist is seeking a hands-on and results-driven Head of Community Directory Operations to lead the operational backbone of our Community Resource Directory. This role reports to Wellist's Head of Product and is a blend of strategic oversight and tactical execution, ideal for a leader who thrives in a dynamic, fast-paced environment and enjoys rolling up their sleeves to get things done.

As Head of Community Directory Operations, you will manage a small but mighty team of contractors and staff, oversee the end-to-end data pipeline, and ensure operational excellence to support Wellist's mission of delivering precision-matched resources for employees and their families.

Key Responsibilities

Maintain & Build a High Quality Community Resource Directory

Be responsible for maintaining and further building out a high quality and scalable community resource directory.

Operational Leadership

Manage day-to-day operations, balancing long-term requirements with short-term execution and client deliverables.

Serve as the point of accountability for all operational workflows related to local directory curation, ensuring adherence to quality standards and timelines.

Proactively communicate regular updates to leadership team regarding team performance, progress, and adherence to project timelines and deliverables.

Division Management

Directly manage a growing team of internal call center reps and outsourced India-based contractors and proofreaders.

Provide clear guidance, training, and performance feedback to ensure efficient, consistent and high-quality execution; including updating required materials as the business evolves.

Build a culture of collaboration, accountability, and continuous improvement within the team.

Coordinate resources to align with project deadlines and client needs.

Process Improvement

Identify bottlenecks and opportunities in current workflows and implement process improvements to enhance efficiency and quality.

Partner with technology and product teams to design and document business requirements for enhanced tooling.

Continuously iterate on Standard Operating Procedures (SOPs) to ensure operational consistency.

Identify and implement new tactics to increase volume and efficiency of directory builds.

Hands-On Execution

Manage data exports to the call center, resolve data issues, and ensure seamless integration across systems.

Generate reports to identify data gaps or inconsistencies and create action plans to address them.

Directly support key client launches, ensuring new directories are built, vetted, and delivered on time.

Collaborate with call center leadership to optimize content quality and reduce cost.

Qualifications

Bachelor's degree in Operations, Data Management, Engineering, or a related field.

7 years of hands-on experience in operations, project management, or data management leadership roles, ideally within a scrappy, high-growth environment.

Proven ability to manage small teams and contractors, with a focus on delivering results under tight deadlines and limited resources.

Very strong project management skills, with experience balancing multiple priorities and stakeholders.

A data-driven mindset, with excellent analytical skills and proficiency in tools for data management and reporting.

Comfortable working both strategically and tactically, with a willingness to dive into the details.

Exceptional organizational skills, with attention to detail and a proactive approach to problem-solving.

About Wellist

Wellist is a mission-driven digital health company leading the way in revolutionizing how employers enhance employee well-being while reducing costs. Our innovative solution delivers the "right resources at the right time," using a precision resource-matching platform, targeted activation campaigns, and employee-driven data. By simplifying benefits access and amplifying value from existing benefits partners, we help organizations improve employee outcomes and achieve significant cost reductions.

Why Join Wellist?

Wellist is committed to improving lives by connecting employees and their families with the resources they need most. As the Head of Community Directory Operations, you'll have the opportunity to lead critical operations that directly impact the quality and reach of our services. If you're a hands-on leader who enjoys solving complex problems and managing scrappy, high-performing teams, we'd love to hear from you.

Why work here

A meaningful mission - join a team that makes a difference for patients, employees, and families.

Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, up to 3 weeks of PTO and a 3% employer 401(k) contribution.

Opportunity to develop your career with a high-growth, high-impact HR tech startup.

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