Role Overview

• You will own the project work that keeps the business moving — cross-functional coordination, vendor relationships, go-to-market operations, process design, and anything else that needs a highly capable owner and doesn't yet have one.
• Serve as the primary liaison to the offshore Records Retrieval team — managing communication, expectations, and workflow coordination
• Identify operational inefficiencies and own the full cycle from problem diagnosis through solution design and implementation — don't just flag it, fix it
• Plan and project manage team transitions, operational changes, and process rollouts within the Records Retrieval department
• Monitor team performance against quality standards; identify gaps and suggest corrective actions to managers through coaching and process improvement
• Build, maintain, and distribute reporting for department leadership, including SLA tracking, productivity metrics, error rates, and case completion data
• Support recruiting efforts with hiring, onboarding, and ramp-up for new team members
• Escalate blockers that require senior leadership visibility or cross-functional resolution
• Design and maintain SOPs, training materials, and department playbooks as the team and client base scales
• Act as a force multiplier for the head of RR, enabling the business to move faster and make better decisions.

You’re gonna crush it if

• You have 5+ years’ experience in a strategic operations, business operations, consulting, or similar role, ideally at a high growth startup
• You love running towards fires and thrive in taking ambiguous ideas into real results.
• You have experience managing teams and enjoy fostering teamwork and getting results, especially in transitional settings
• You operate with high autonomy and low ego — you'll do whatever the business needs, including the unglamorous work
• You have comfort in high-paced, fast-changing environments: The role will evolve fast — what you're doing in month three will look different from month twelve, and that's by design
• You have a high aptitude and ability to rapidly self-teach on a wide range of topics
• You have excellent analytical and problem-solving abilities, with a data-driven mindset
• You have strong leadership skills with the ability to influence and collaborate across departments.
• Experience managing or coordinating with offshore or distributed teams across time zones
• Confident communicator with senior leaders; able to distill complex operational realities into clear, actionable narratives
• Strong data and reporting skills; proficiency in Google Sheets or similar tools required

Application Information

• Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [email protected].
• Information provided to Steno, such as professional credentials and skills, educational and work history, and other information included in an application, is collected, analyzed, and stored in our system.
• Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven't received an expected communication, check your spam.
• Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.