營運業務主任 Service Operations Manager｜Taipei

Do you want to get in on the ground floor of an award-winning global startup that is solving a truly meaningful problem in the world?

PenguinSmart is looking for a Service Operations Manager to lead the delivery of our AI-assisted online rehab therapy support services that enable more effective speech & language therapy.

PenguinSmart is enabling intelligent, individualized rehab therapy for all. Founded by Harvard & MIT alumni, our team combines the latest data sciences with expert insights to empower caregivers to become a key part of the rehab journey. We are first remotely serving families with speech and language-delayed children in China while developing global solutions, as this is a universal issue that impacts 1 in 7 children. Our solutions not only increase the efficacy of rehab therapy, but they also allow therapists to oversee 8x as many patients without sacrificing quality of care. PenguinSmart was named one of the Top 10 Disruptive Parenting Companies of 2017 by Disruptor Daily. mypenguinsmart.com (EN) | qierbao.com (CN)

This position will be a member of PenguinSmart's core management team as we grow our organizational and individual family customers in Greater China. PenguinSmart is a graduate of Alchemist Accelerator (#1 enterprise startup accelerator in the US) and SparkLabs Taipei, and was named one of the Top 5 Startups in the Taiwan Tech Arena by TechOrange.

Job Responsibilities

You will have the opportunity to quickly develop a range of skills in this role:

• Leadership:
  • Build, lead, and train customer success & operations team in Taiwan while personally getting involved in service delivery; assist in hiring & managing speech therapists
  • Coordinate with other teams in the company to drive new initiatives and product launches; reflect customer needs to rest of company
  • Guide team to achieve service quality and efficiency goals
• Client Experience Management:
  • Oversee and optimize service experience for customers worldwide; proactively plan initiatives to increase customer satisfaction, retention, and referrals
  • Effectively resolve customer concerns; able to both motivate and deescalate
  • Regularly communicate with customers and represent the voice of customers to internal teams
• Operations:
  • Coordinate speech language pathologist team as well as customer success & operations team to provide remote communication therapy support services
  • Create and continuously optimize internal processes to support scale
• Project Management:
  • Serve as on-the-ground contact for academic research cooperation
  • Support organizational customers and projects (may involve some travel)
• Inbound Sales (as needed): Consultative selling to inquiring families, including online chat and calls; track & optimize sales process
• Marketing Operations (as needed): Collect user feedback and develop online /social marketing campaigns and activities to increase leads & engagement, including user story content collection and creation, recommend and coordinate managingonline community

Must Haves

• Bachelors Degree or above
• 5+ years of relevant professional experience, with exposure to startups
• Cross-disciplinary background in customer service, business operations, or project management, preferably in one of the following fields: medical, nursing, education, psychology, health management
• Strong logical problem-solving: when you encounter a problem, you proactively look for solutions or create a plan to find a solution
• Excellent interpersonal & professional communication skills (Chinese and English): you will interact with a broad range of ages, cultures, and professional positions (from interns to CEOs)
• Goal-oriented and self-managing: can plan tasks and manage own priorities & time to reach goals without requiring step-by-step instructions and constant oversight
• Hunger to teach yourself & to constantly improve: you like to learn new things and then teach others, rather than wait to be taught; you always imagine ways to do things better
• Can adapt quickly to a fast-changing environment: learn new tools on your own, courage to be stretched professionally, fast learner and good listener
• Comfortable with ambiguity: you can move forward when faced with uncertainty; in fact, you like bringing order to uncertain situations
• Management experience: you will be building and leading a new team
• Humility and good sense of Humor: especially critical for a remote team

Good to Have

• Related experience with disadvantaged families or developmentally delayed children
• Consultative selling or customer support experience
• Project or team management experience
• Previous professional or personal experience in mainland China

Additional Details

• Time Commitment: Full time​​​​​​​
• Compensation: Annual base salary of 540,000-700,000 NTD with flexibility to work from home, stock options, generous time-off, and bonus depending on team performance
• Location: Taipei. The candidate will also have chances to interact with other teammates who are distributed across the US, Taiwan, and mainland China.

For full time employee - annual base salary with stock options, social insurances, flexibility to work from home, and bonus depending on team performance.