Operations Manager, Scribe Services

Be a pioneer in modern communication using technologies 🚀
Lead an Operations team in developing and scaling one of Ava’s most strategic services. Use data to solve complex business problems and find ways to save your team time while adding value to our customers. Create wonderful experiences for Ava users. 

You'd be perfect for this role if you are/have:

• 3-7 years of SaaS Operations, Service Operations, SaaS Product Management, or CART Service/Operations management. Team Lead experience. Experience designing and executing Lean Six Sigma principles.
• Analytically Oriented - Here you will live in data. Look for ways to improve input, execute analysis to diagnose business problems. Provide feedback to Customer Success, Sales, Product and Engineering teams.
• Operationally Driven - Thinks, breathes and optimizes for better processes. Drive scalability.
• Intuitive Product Sense - Understands what’s missing in function or UI and can explain this easily.
• Great Coach - Someone who is able to create criteria for a quality scribe experience and give constructive feedback when the criteria is not met.
• Happy Collaborator - Communicates fluidly (will need to work with Sales to plan for scribe deployment, CS/Scribe for problems, Product for recommendations).
• Leadership - Creates a culture where Scribes love to work at Ava.
• Find Simplicity out of Chaos - Understand and troubleshoot messy tech setups.

Bonus ✨
• Lean Six Sigma experience/training/certified.
• Experience developing and improving a data pipeline.
• Familiar with Asana, Airtable, Hubspot, Intercom, Mixpanel, Segment
• Expert-level Excel skills
• Former CART provider experience.

So... what will you do as an Operations Manager, Scribe Services at Ava?

• Manage overall Scribe Service delivery, quality and profitability.
• Improve data input and output for scribe sessions, including utilization trends across Ava, for Organizations and for Users.
• Work with Product, Success, Scribe Team Leads teams to make the most seamless scribe experience for users.
• Work with Customer Success to increase Scribe service utilization, renewal/upsell
• Work with Product, and Scribe Team Leads to make the best experience for Scribe contractors.
• Maintain appropriate level of available Scribe Contractors, including hiring and training of scribes as necessary.
• Event Operations where Scribe is included.
• Increase Scribe contractor speed and accuracy of Scribe service
• Increase customer satisfaction of Scribe Service from booking to completed session

What's special about this role?

• Be at the center of Ava’s growth. Scribe Services is one of Ava’s most strategic revenue generators. You will be at the core of how Ava grows and becomes scalable.
• Join us at an incredible time: We're well-funded and hit product-market fit, which gives us a huge green field to work with. You'd join at the perfect time to shape what we build and how we grow, so we can create a more inclusive world.
• Tackle our most interesting and impactful problems: Our team is still small, and people wear many hats. You'd jump between Operations, Customer Success, data, process — participating in every phase from refinement of what exists to implementation of what’s to come. Absolutely no boredom.
• Help define what data means at Ava: As the first hire working full-time on data at Ava, you'll have outsized influence on what data infrastructure, data analysis, and data team structure look like as we grow the business.


• Salary range: $90k-120K base*
• *base compensation will be solidified after the interview process based on experience

About Ava
MissionWe want to radically improve how we humans communicate with each other. Our first step is to empower 450M deaf and hard-of-hearing people to a fully accessible world.Every day, millions of people are excluded from conversations because they cannot hear well what others say. Our CEO Thibault grew up in a Deaf family and saw firsthand how the world was not accessible for them. Together with our CTO Skinner — deaf since age 2 — Thibault co-founded Ava to make live captioning of conversations as easy as turning on captions on TV.Our small but fast-growing team has reinvented AI-based speech recognition technology to be in service of people who need it the most. We dream of a 24/7 accessible world, without any communication barrier.In this pursuit, we're seeing how much communication skills are critical, yet very far from ideal, to unleash our collective potential. This is for us the last barrier to be lifted.Our belief is that well-designed technology can help everyone communicate and connect better — much more effectively and authentically — so humanity can achieve the greatest things together.We want to make