Program Manager

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

About the Role

The Program Manager, Expert Operations leads the discovery, design, and execution of programs that improve the quality of service and answers that JustAnswer customers receive from Experts. The Program Manager assesses Expert behavior, generates ideas to improve the quality-of-service Experts provide, creates proposals and project plans to test improvement ideas in a lean way, works cross-functionally to execute project plans, and assesses results with an eye toward iteration and improvement. 

What You’ll Do

• Serve as a thought partner to the Marketplace General Manager to drive data-driven decisions and operational enhancements
• Decompose complex problems into manageable parts and work across the team to project manage solutions through a combination of lean operational processes and scalable product solutions.
• Create thorough project plans and proposals, analyze current results, identify success criteria, monitor and take responsibility for project timelines and stakeholder management, and track progress against goals using data to communicate and course correct.
• Collaborate cross-functionally to drive execution and stakeholder communication, develop and deploy marketing and promotion strategies that inspire and motivate Experts to retain customers.
• Identify Expert behaviors that result in poor customer outcomes and develop and deploy improvement programs and incentives to improve the quality of their answers.
• Lead cross functional teams to identify problems, create solutions, and manage programs that optimize the routing of questions to Experts to improve the quality of the customer-Expert match.
• Apply operational excellence processes to identify root cases and opportunities for optimizations and enhancements, build efficient solutions, and measure change. 

What We’re Looking For

Values 

• Data Driven
• Lean
• Humble
• Courageous
• Innovative 

Education and Experience 

• Bachelor’s degree  
• Experience with project planning software (e.g., Asana, OKR software) 
• 3 to 5 years of work experience in a strategic, financial, project, or program manager role 

Required Competencies 

• Adaptability 
• Attention to detail
• Collaboration
• Influencing/Negotiating
• Innovation
• Interpersonal Skills
• Manages and Organizes Information
• Oral Communication
• Planning and Evaluating
• Problem Solving
• Project Management
• Self-Management
• Stakeholder Management
• Written Communication 

Required Technical Knowledge and Skills 

• Knowledge of business analytics and metrics 
• Ability to identify key business drivers and propose lean, data-driven solutions 
• Ability to synthesize information and data  
• Knowledge of business analysis and strategy 
• Proactive and able to steer complex projects with minimal supervision 
• Highly organized and able to meet deadlines in a fast paced and dynamic environment Ability to work both independently and collaboratively 
• Build relationships and work effectively with cross functional team 
• Skill in using Outlook, Teams, Powerpoint, and Excel
• Skill in using SQL
• Knowledge of lean methodologies and practices 
• Knowledge of marketing and promotion strategies
• Knowledge of operational excellence processes including root cause analysis and identification of opportunities for optimizations and enhancements 

Why Join the Team

With 1,000 employees and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

Our JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

Data driven: Data decides, not egos

Courageous: We take risks and challenge the status quo

Innovative: We 're constantly learning, creating, and adapting

Lean: We focus on customers, using lean testing to learn how to serve them best

Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

Perks and Benefits

• Competitive Pay
• United Healthcare PPO, Kaiser
• FSA and HSA options, including Dependent Care Spending
• Dental & Vision
• Employer paid Long & Short - Term Disability
• Employer paid life insurance
• $75 monthly Remote-Work stipend
• $360 annual Wellness stipend
• $200 per year for registration fees for fitness events, races, and marathons
• Monthly snack boxes delivered to your home
• Flexible paid time off
• 11 company holidays
• 401k with company matching
• Paid parental leave
• Charitable donation matching
• JustAnswer subscription with access to 12,000 experts in over 700 categories

And let's not forget having fun! Our Minister of Fun organizes weekly pop-up lotteries for prizes, monthly virtual bingo, trivia competitions, photo contests, puzzles, virtual mixed-team lunches, and spirited company-wide challenges!

Work Environment

JustAnswer US has adopted a remote-first/full-remote work environment from most US-based locations. Some teams do occasionally have the option to meet in-person for teaming, collaboration, or social events. With employee wellbeing as a top priority, where legally permissible, employees are required to be fully vaccinated against Covid-19 to attend these optional in-person events.

Remote From these States
California/Connecticut/Florida/Georgia/Idaho/Illinois/Indiana/Massachusetts/Michigan/New Jersey/Nevada/New Mexico/New York/North Carolina/Ohio/Oregon/Pennsylvania/South Carolina/Texas/Virginia/Vermont/Washington/Wisconsin/West Virginia

COVID-19 Safety

Our philosophy as a business is to put people’s safety and wellbeing first. In response to Covid-19, JustAnswer US practices 100% virtual recruiting and onboarding processes.                              

Our Commitment to Diversity

At JustAnswer, we embrace workplace diversity. We believe that diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.

#LI-REMOTE