Support Operations, Community Operations in Chicago, Illinois

About The Role

The U4B CommOps Self-Serve team oversees the experience of customers onboarding through U4B's Self-Serve channel. Because these customers do not have dedicated Sales support, Support is the primary driver of their success. To engage them effectively, we manage a multi-workstream operation that proactively mitigates friction points across the lifecycle to drive business impact.

As a Program Specialist, you will bridge the gap between customer support and business objectives to drive the success of these initiatives. Many of these projects are currently in the incubation phase; we are looking for a talent who can spot opportunities, drive quick improvements, and scale them to global operations.

You will play a vital role in overseeing our BPO operation, ensuring that critical programs from Proactive Onboarding to AI Autonomous Selling are executed with the craftsmanship and consistency required for global success. This is an opportunity to directly influence U4B's growth goals by optimizing support operations and coordinating resolutions across multiple global regions.

What You Will Need / Bonus Points

• Operational Oversight: Coordinate and lead weekly performance reviews and quality discussions with BPO support sites
• Process Craftsmanship: Transition "scrappy" pilot toolings to scalable / globally standardized solutions
• Continuous Improvement: Identify operational weaknesses and propose tech enhancements for internal tools to improve cost, quality, or efficiency metrics.
• Data Management: Maintain and update critical program dashboards to track program health.
• Global Coordination: Manage case escalations from support sites and address regional-specific issues through process or policy change
• Strategic Support: Partner with the Global Program Lead to help ideate, execute, and close priority end-to-end programs across the SS customer lifecycle.

Basic Qualifications

• At least 2 years of experience in project management
• Problem solving, collaboration, stakeholder management, and analytical skills
• Communication, planning, organization skills

Preferred Qualifications

• Strategic Stakeholder Management: Strong interpersonal skills with the ability to communicate and influence people at all levels and across broad job functions (Product, Sales, Tech).
• Advanced Analytical Skills: Experience with data reporting and analytics tools beyond spreadsheets (e.g., Tableau, SQL).
• Professional Certification: Bachelor degree, Project Management certifications.
• Presentation Skills: Excellent deck creation and presentation skills; able to translate operational updates into compelling narratives for leadership.
• Entrepreneurial Mindset: Experience in a high-growth startup or "incubation" environment where you have successfully scaled a pilot program to a global operation.