Location: Remote, US

Compensation: $110K-$140K base salary + competitive equity.

<aside> 💛 Company Overview: Twill makes hiring easier and faster by having top talent recommend their peers & friends for open roles to earn up to $25K per referral. We’re on a mission to empower working individuals across the globe to monetize their networks. Twill is backed by world-class investors (Bloomberg Beta, Purpose Built Ventures).

Company Culture: We don’t care about pedigree, we care about ideas and solving problems before they happen.

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Position Overview:

We are seeking a dynamic and experienced individual to join our founding team as the Manager of Talent Ops. This role will be pivotal in shaping the growth and success of our organization by focusing on customer experience, member engagement, talent recruitment, operational excellence, and internal hiring processes. This role will require managing a large volume of data and interactions (contacts, customers, members, submissions) and be responsible for ensuring smooth operations.

We’ve captured below what we foresee the role to be, but we’re a startup - and we’re looking for an individual who can grow and adapt as needed. You must be comfortable wearing multiple hats and working in a fast-paced environment that is at times, ambiguous.

Key Responsibilities:

1. Customer Experience:
   • Serve as the primary point of contact for customers, ensuring a seamless onboarding and cohesive experience
   • Manage customer pipeline, submissions, and utilize Voice of the Customer (VoC) methodologies to gather customer feedback, understand customer needs, expectations, and preferences, so we can continue to improve the product.
   • Develop and maintain strong relationships with customers, addressing inquiries and concerns promptly and effectively, ensuring referrals are moving through interview processes efficiently and ultimately, being hired.
2. Member Engagement:
   • Oversee member onboarding processes, ensuring a smooth transition into our community.
   • Manage member referrals and implement strategies to maximize engagement and retention.
   • Conduct regular check-ins and 1:1 meetings with members to gather feedback and assess satisfaction levels
3. Operational Excellence:
   • Develop, implement and improve key processes among 3 key stakeholders to drive placements: members, referrals and customers: onboarding & managing members and clients, prioritizing member submissions and client pipelines, and communicating status to members, clients and referrals.
   • Manage large volume of member and customer contacts, referrals, submissions ensuring high attention to detail
   • Continuously evaluate and optimize operational workflows to enhance an increasing number of submissions and placements per month.
   • Identify areas for improvement and breakthrough within operations to drive member retention and engagement, customer satisfaction and retention, increase in submissions of referrals and placements.
4. Talent Recruitment
   • Manage member referrals and submissions: vetting referrals (member screening notes, resumes, LinkedIn profiles) for qualifications, quality, and pre-screening referrals
   • Proactively reviewing referrals and submitting for relevant roles
5. Internal Hiring:
   • Lead internal hiring efforts, working closely with the CEO to hire, interview and onboard team members.
   • Manage the end-to-end recruitment process, including sourcing, screening, interviewing, and onboarding new hires.
   • Collaborate with leadership to develop hiring strategies aligned with the company's mission, values, brand, and growth objectives.

Required Qualifications:

• 5+ years of experience in talent acquisition, with at least 3 years in ops and client-facing roles
• Proven experience in talent acquisition/talent management, and operations, in a startup or high-growth environment.
• Strong interpersonal and communication skills, with the ability to build rapport and collaborate effectively with diverse stakeholders.