Placement Services Senior Manager- Legal Notices

Column is looking to hire a Column is looking to hire a Placement Services Team Senior Manager to provide leadership to our team of Column Representatives. Column representatives manage order intake, entry, and processing on behalf of the newspapers we work with. This individual will be responsible for managing the day-to-day operations of the reps team, including setting goals, providing training and coaching, and monitoring performance. The role will report directly to the Director of Customer Experience.

• First weeks: 
  • You will learn about Column's mission and vision, seek to understand our existing sales and account growth process, and begin meeting other folks on the team. We're a small company, so interpersonal rapport is essential. 
• First Month:
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  • Review customer feedback and data to identify trends and opportunities for improvement.
  • Work with the Head of Customer Experience to set goals for the team and develop strategies to achieve them.
  • Work in the player-coach role to learn the idiosyncrasies of the Column Rep role.
  Six Months:
  • Have successfully developed and executed a comprehensive training program for new hires and ongoing training for the existing team, to improve onboarding experience.
  • Collaborate with other departments to ensure customer needs are being met and feedback is being incorporated into product development.
  • Analyze feedback and data to identify opportunities for improvement and made data-driven decisions to improve customer satisfaction
  First Year:
  • Have a fully functioning team that consistently achieves high levels of customer satisfaction
  • Design new processes that improve the efficiency and effectiveness of the team
  • Work cross-functionally with commercial and product leadership.
  • Begin to identify additional areas of interest and growth for yourself within the company and serve as backup for Support as needed.

• Experience in client-facing roles.
• Excellent organizational skills, project management, and time management
• Being a builder - likes building and creating processes and structure
• Knack for multi-tasking or context switching
• Effective communicator across multiple communication channels (clear written and verbal communication skills)
• Experience with or confidence learning modern web tools (basic HTML and Javascript experience is a plus!)
• Excitement to be a part of building a company from the ground up

• Rigor - attention to detail without losing the forest for the trees; strong analytical lens on what's working and what isn't — consistent and adept follow-through.
• Humility - This role will be invigorating in some ways and challenging in others. A quiet confidence switching gears between the fast-paced articulation of problems to be solved to finicky rote work involved in the execution will be helpful in this role (all while developing process automation to decrease the rote part of the role!).
• Optimism - we are setting out to do a hard and important thing in an industry underserved by modern technology, something entirely uncertain, and optimism that it is possible is a must.
• Effective Communicator - we want folks who are empathetic, exceptional listeners, and clear & concise communicators verbally and in writing.
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• Base salary ($90,000-$150,000) and meaningful equity stake in the venture
• Healthcare, Vision, & Dental coverage for you and your dependents
• Unlimited (and encouraged) paid time off
• Paid parental leave

You’ll love this role if you are looking to be working with a team of lifelong learners that is wildly talented, innovative, ambitious, supportive, and feedback-oriented. If you love developing creative solutions to a broad range of user concerns; while gaining deep knowledge of our product and first-hand insights into our users’ experiences, goals, and pain points. They’ll have many opportunities to grow and advance their career at Column.  Finally—perhaps most significantly—you'll play an important role in building a company that will impact the way public interest information is distributed and utilized on a large scale, and will own projects and initiatives that help us move toward that goal.