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Program Operations Associate

United States, San Francisco 87000.00 - 110000.00 USD / Year · Job Posted February 20, 2026
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Job Description

The Program Operations Associate, Fellow Experience is an early-career role focused on keeping Fellow programs running smoothly and reliably across multiple customers. This role supports Senior Program Leads and Delivery pods by handling day-to-day operational execution, Fellow communication, issue triage, and program coordination to drive fellow experience and retention. You will work across multiple programs at once, helping ensure Fellows have a clear, consistent experience and that operational issues are identified and resolved quickly. This role is well-suited for someone who is highly organized, detail-oriented, and comfortable operating in a fast-paced environment with multiple stakeholders and priorities.

Job Responsibility

  • Program Operations & Coordination: Support the day-to-day operation of multiple Fellow programs across different customers
  • Assist with onboarding logistics, launches, transitions, and ongoing program workflows
  • Maintain trackers and internal documentation to ensure operational clarity and follow-through
  • Fellow Experience & Retention Support: Help ensure a consistent, dependable Fellow experience across programs
  • Monitor engagement signals and flag retention or performance risks to senior leads
  • Draft and send clear, timely Fellow communications aligned with program standards and policies
  • Issue Triage & Escalations: Triage incoming Fellow questions and issues, routing them to the correct owners
  • Support escalation handling by gathering context and documenting issues clearly
  • Process & Quality Support: Follow established playbooks and workflows to ensure consistency
  • Identify recurring issues or gaps and surface improvement opportunities to the team
  • Help keep program operations organized, predictable, and reliable

Requirements

  • 2–3 years of experience in operations, program coordination, customer support, or a related role
  • Strong organizational skills and attention to detail
  • Clear written and verbal communication skills
  • Ability to manage multiple workstreams and priorities at the same time
  • Good judgment around when to escalate issues versus resolve independently
  • A bias toward reliability, follow-through, and operational clarity
  • Willingness to work in a fast-moving startup environment where processes are still evolving
  • Experience with operational tools such as Zendesk, Notion, Airtable, or similar systems
  • Ability to work with data to support operational decisions, including: Writing basic SQL queries to pull, join, and filter data
  • Using dashboards or spreadsheets to track program health, engagement, and retention signals
  • Comfort interpreting metrics and trends to surface risks or issues to senior leads

What we offer

  • Equity in a fast-growing company
  • 401(k) match, competitive compensation, financial coaching
  • Paid parental leave, fertility benefits, parental coaching
  • Medical, dental, and vision, mental health support, $500 wellness stipend
  • $2,000 learning stipend, ongoing development
  • Internet, commuting, and free lunch/gym in our SF office
  • Flexible PTO, 15 holidays + 2 flex days
  • Team outings & referral bonuses

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