營運業務經理|Service Operations Manager

【PenguinSmart 啟兒寶】

Job Description

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 contribute to the development of our AI-assisted online rehab therapy services enabling 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 a global solution, 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 while providing long-term care. PenguinSmart is an Alchemist Accelerator-backed company and 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, the #1 enterprise startup accelerator in the US, and was recently 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:


  • Build, lead, and train customer success & operations team in Taiwan while participating in implementation; 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


  • Coordinate speech language pathologist team to provide remote communication therapy support services, including: delegating workload, scheduling online consultations, updating treatment plans, overseeing creation of language evaluation reports
  • Continuously optimize processes and implement new tools to support scale

Client Support:

  • Regularly communicate with parents and provide service support
  • Able to discover and solve the key problem behind complaints.
  • Oversee and optimize existing processes and team to increase service quality and efficiency

Project Management:

  • Serve as on-the-ground contact for academic research cooperation
  • Support organizational customers and pilots (may involve short travel as needed)

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 managing online community

Must Haves

  • Bachelors Degree or above*
  • 5+ years of relevant professional experience*, with exposure to startups
  • Cross-disciplinary background* in 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 yourself, especially your time, to achieve 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 think of 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
  • Digital marketing and online community building experience.
  • Project or team management experience
  • Previous professional or personal experience in mainland China


45K ~ 60K TWD/month

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【PenguinSmart 啟兒寶】


About us

PenguinSmart啟兒寶為位於美國矽谷之醫療服務科技公司,由麻省理工與哈佛校友聯合創辦。以家庭為中心之居家介入為核心理念,透過結合人工智能與互聯網科技,搭建早療線上服務平台,不僅擴充治療師服務影響力並加深家庭的早療參與度。現從兒童語言治療開始,服務廣大有需要的海外華人群體。自2017服務初步上線以來,已觸及太平洋三大洲超過17個城市的華人家庭,於2017年更榮獲美國顛覆者雜誌評選為全球育兒類前十名顛覆型企業,近期更獲得全美第一之企業新創加速器Alchemist Accelerator及國際知名加速器SparkLabs背書,追求"為每個家庭釋出最大人生發展潛力"的願景。



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