About the Role
StoryTerrace, the leading memoir creation platform, is looking for an experienced Customer & Editorial Operations Director to grow project delivery in line with sales, delight clients and drive efficiencies. The Director will manage the largest team in the company (15 people and 500 freelancers), report to the CEO and be a member of the senior management team.
About Us
55% of people would like to write their biography. However, less than 2% get the job done! StoryTerrace is creating a world where every life story is captured in a meaningful way by turning life stories into books using its proprietary software platform, generative AI and a pool of over 500 vetted freelancers in Europe and North America. The publishing-tech scale-up is the market leader in this rapidly evolving category. StoryTerrace is headquartered in London and has ±30 employees across the UK and the US. The company has created 1000s of books and has an outstanding rating on Trustpilot (4.5) and Google (4.8).
Key Responsibilities
* Set the department strategy to scale the creation of incredible books in line with expected demand for existing and new products
* Inspire our talented team working across the US and Europe and build a fun, high performing culture of accountability, collaboration, innovation, efficiency, and personal growth
* Manage an organisation of 15 employees (including 4 direct reports), 500 freelance contributors and printers to support clients to turn their life story into books
* Optimise processes from client onboarding to delivery and everything in between including upselling
* Support product, marketing and sales to drive customer insights and lifetime value
About You
* Track record of building high performing teams in customer success, project management and/ or content production
* Natural leader with strong people management skills, including the ability to coach first time managers and create buy-in for process changes
* Contagious energy to match high paced, entrepreneurial environment
* Client oriented, data driven approach to process improvement
* Experience in or strong affinity with content production, (book) publishing or journalism
Core KPIs
* Productivity (production value per editor; editorial cost/ content production value; average time to complete; operational SLAs)
* Customer satisfaction (upsell value/ production value; cancellations/ production value; CSAT)
* Employee happiness
* Writer happiness
️ Compensation, Perks & Benefits
* Salary £70k+ depending on experience
* Share options to benefit from creating a large new product category
* 25 days paid holidays + 8 bank holidays
* Pension (4% + 4%)
* Private health care
* London based hybrid role with flexibility around working hours. Our fixed office days are Tuesdays to Thursdays with weekly breakfast and team lunches
* An international start-up environment with a strong sense of team and mission!
Come and join our team that is ambitiously changing how we capture the stories of loved ones!
At StoryTerrace we value empathy, collaboration, trust, innovation and we are purpose driven. We value diversity and we encourage applications from all backgrounds, communities and industries as we are committed to having a team that is made up of diverse skills, experiences and abilities.
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