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:

Leadership:

• 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

Operations:

• 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

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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