About the Role
As the EVP of Operations at JustAnswer you will utilize your 20+ years of experience in operations in the tech industry to oversee key areas of our business. As a highly skilled operational leader, thought partner, and culture builder you will manage staff members in the following departments/teams: Strategic Planning, People Operations, Customer Support, Marketing, and International Operations in Ukraine and India. This role will serve as a key member of the Senior Leadership Team, providing guidance and counsel across the organization. As the EVP of Operations, you will be expected to be able to flex both strategically and operationally across the business in a dynamic, fast-paced, and high-stakes environment in which collaboration, innovation, discipline, and communications are valued.

In this impactful, strategic role, you will work closely with the CEO and executive team to create and implement the strategic direction of the company's long-term business model and revenue growth trajectory. While the EVP must be a mission- and value-driven leader, you will also need to be a skilled communicator and have the business orientation and financial acumen to leverage data and analytics for improved operational performance. Equally important is an active listener who values and appreciates the ideas and viewpoints of others, fosters an environment of inclusion, and is inspirational and empowering of others.

What You'll Do

• Assist with the development and execution of organizational strategies, initiatives, and projects that support the organization's mission and values.
• Direct activities that contribute to developing, implementing, and administering of company-wide policies and business goals.
• Act as an integral part and driver of the strategic planning, budgeting, and forecasting of business requirements and decision-making process.
• Design, implement, and oversee business strategies, plans, and procedures.
• Set comprehensive goals for performance and growth in conjunction with the management team.
• Identify operational roadblocks in advance and adjust accordingly to successfully achieve objectives on time.
• Lead, coach, and mentor employees to encourage maximum performance and dedication by setting comprehensive goals for performance and growth, transformational leadership methods, and effective communication, in addition to positive engagement, development opportunities, and recognition.
• Establish tone and procedures that promote company culture and vision.
• Oversee strategic and operational direction for the organization, creating operations strategy and policy and responsible for aligning with the overall goals of the organization.
• Develop policies, practices, and procedures that have a significant impact on the organization.
• Lead executive team weekly meetings in key discussions and decisions.
• Lead the annual planning process getting agreement and commitment from leaders on strategic priorities and resource allocation.
• Lead our Customer Support team in their efforts to make our customer support more efficient.
• Lead our Marketing team in their efforts to grow the JA brand in non-performance marketing channels.
• Lead our International Operations (our Country Managers in India and Ukraine) ensuring we continue to scale our offshore operations efficiently.
• Lead our Global People Ops team in ensuring we continue to recruit, engage, and retain our employees.

What We're Looking For
Skills

• Proven track record building high-performing companies and teams
• You have hands-on experience managing large teams (100+), including remote and non-US-based staff
• Extensive B2C/eCommerce experience
• You have a strong understanding of OKRs and how to use them to drive company performance
• You are data-driven and analytically minded. You have experience using frameworks to facilitate decision-making
• You are passionate about building a learning organization.
• You are familiar with and comfortable promoting and employing lead methodologies
• You are humble, putting the success of the business and your staff first
• Experience working in a marketplace
• Experience managing customer support, International offices, marketing, people ops, strategic planning, and/or other key areas of the business

Leadership

• Self-starter who is action-oriented and leads by example
• Strong organizational skills
• Able to break down difficult problems and use data to make persuasive arguments that help the company get to the best outcome.
• Able to motivate different kinds of people with different preferences and opinions.
• Able to provide long-term vision and meet short-term goals
• Builds and/or supports a high-performing team; recognizes and rewards achievement
• Ability to establish credibility and be decisive, but also able to recognize and support the organization's preferences and priorities
• Demonstrated ability to create value through operational excellence and continuous improvement; solutions oriented to stability and structure with a high sense of urgency
• You are a highly motivated team player with a mature, positive attitude, and passion to meet the challenges and opportunities of a metrics-driven growth business
• Demonstrated ability to develop and implement a comprehensive and strategic vision, including planning, resource allocation, creative problem-solving, people services, learning and development, and commitment to continuous improvement

Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Fosters a culture of inclusiveness and a collaborative work environment
• A collaborative, effective, and transparent leadership style that combines a capacity for strategic vision with technical expertise in effective operations management.

Communication

• Excellent interpersonal skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood
• Flexible, diplomatic, and a persuasive communicator
• Promotes open/transparent lines of communication with all shareholders, colleagues, and staff

About Us
We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 20 years, we have helped 22 million customers in 196 countries by answering more than 25 million questions.

Why Join the Team
With 1,000+ employees, we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that's (drum roll, please) profitable!

Our JustAnswer Promise
We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It's not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We're constantly learning, creating, and adapting
• Lean: We focus on customers, using lean testing to learn how to serve them best
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

Perks and Benefits

• Fully Remote Work Environment
• Competitive Pay
• United Healthcare PPO, Kaiser
• FSA and HSA options, including Dependent Care Spending
• Dental & Vision
• Employer paid Long & Short - Term Disability
• Employer paid life insurance
• $75 monthly Remote-Work stipend
• $360 annual Wellness stipend
• $200 per year for registration fees for fitness events, races, and marathons
• Monthly snack boxes delivered to your home
• Flexible time off
• 11 company holidays
• 401k with company matching
• Paid parental leave
• Charitable donation matching
• JustAnswer subscription with access to 12,000 experts in over 700 categories

And let's not forget having fun! Our Minister of Fun organizes weekly pop-up lotteries for prizes, monthly virtual bingo, trivia competitions, photo contests, puzzles, virtual mixed-team lunches, and spirited company-wide challenges!

Pay Transparency
JustAnswer will provide pay transparency information upon application to those in qualifying jurisdictions.

Our Commitment to Diversity
At JustAnswer, we embrace workplace diversity. We believe that diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.

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