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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