Talent Operations Manager
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Job Description
Talent Operations Manager scaling mentor and instructor talent for Springboard’s online education and workforce development programs. Owning recruiting, capacity planning, quality management, and talent operations across Tech, Allied Health, and AI.
Responsibilities:
- Design onboarding, training, and readiness processes for mentors and live instructors
- Ensure consistent performance management, QA, and remediation standards across programs
- Create systems to identify performance risks and lead improvement plans
- Own talent capacity planning for cohort launches and ongoing delivery across all programs
- Anticipate coverage gaps and mitigate risk before escalation
- Drive sourcing, execution, and hiring workflows for new course talent roles
- Define hiring readiness, role expectations, and onboarding handoff
- Maintain a high and consistent hiring bar across talent types
- Build and maintain scalable talent operations processes and documentation
- Manage the internal team to route tickets, execute payments, and improve response times
- Use data and dashboards to monitor talent performance, coverage, and risk
- Design and implement a community across contracted course talent roles
- Communicate strategic risks and opportunities to Program Leadership with clear recommendations and tradeoffs
- Catalyze feedback loops for program iteration and high-quality delivery
- Collaborate with Support, Ops, Career Services, and Program Leadership to increase operational efficiencies
- Build stakeholder relationships and understand mentor, instructor, and course talent communities across Tech, Allied Health, and AI programs
- Assess processes, identify operational risks and bottlenecks, and establish improvement priorities
- Manage the Talent Operations team and clarify ownership, workflows, and expectations
- Own forecasting and capacity planning, hiring pipelines, talent management, performance management, coaching, feedback, and remediation systems
- Develop a high-performing course talent community and data-driven reporting and decision-making processes
- Serve as a trusted cross-functional partner and help scale programs with the right talent in the right roles at the right time
Requirements:
- 5+ years of full-time work experience in talent operations, customer success, community management, program operations, or a related field
- Demonstrated ability to operate in ambiguous environments, build processes from scratch, proactively identify solutions, and drive outcomes with limited direction
- Experience sourcing and hiring talent (contracted or full-time)
- Strong written and verbal communication skills
- Comfortable giving and taking feedback; previous experience providing feedback, such as coaching or managerial experience
- Enjoys building systems and using data to inform and drive decisions
- Bonus: experience working in B2B and/or allied health fields
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