Operations Manager, Delivery & Client Success (Podcast)

Operations Manager, Delivery & Client Success

Future COO Track

“Wow — this is the best Operations Manager we’ve ever worked with.”

If you’re looking for more than a job—if you want a true launchpad to becoming a COO within the next five years—this role may be exactly what you’re looking for.

As Operations Manager at Fertility Bridge, you’ll lead Delivery Operations across our core offerings, including Podcast, News Digest, and Advertiser Strategy & Traffic. This is a high-impact leadership role where operational excellence, financial discipline, and people leadership intersect to drive meaningful growth in a first-in-class company.

Click here to view a short video about this role: https://youtu.be/6odXP8WZiJY

Is this your dream role?

You’ll thrive here if you’re energized by building scalable systems, leading high-performing teams, and owning outcomes—not just tasks. If you believe you can achieve the results below, Fertility Bridge could be your long-term home.

What Success Looks LikeFinancial Performance & Margin Management

You will ensure strong, sustainable profitability across all Inside Reproductive Health offerings by:
• Maintaining 80% gross margins across all clients and services
• Achieving gross profit on every engagement
• Establishing and managing utilization rates and per-unit costs for each delivery seat and offering (podcast episodes, news digest articles, advertiser deliverables)
• Optimizing cost efficiency across both full-time team members and contractors

Scalable, Executable Systems

You’ll build the operational backbone of the company by:
• Designing, documenting, and continuously improving fulfillment systems for Podcast, News Digest, and Advertiser delivery
• Ensuring systems are consistently executed, reviewed, and refined
• Eliminating unnecessary work to maximize efficiency and clarity
• Creating a culture where teams solve problems the same way—effectively and repeatably

Division & Team Leadership

You’ll lead and grow a delivery organization of up to 30 team members, including up to seven direct reports, by:
• Holding team members accountable to clearly defined outcomes using the “Get It, Want It, Have the Capacity” framework
• Ensuring alignment with Fertility Bridge’s core values and People Analyzer standards
• Designing and evolving seats across the accountability chart, including role outcomes, scorecards, job descriptions, training, and placement
• Building a structure that supports both scale and stability

Client Retention & Satisfaction

You’ll own the delivery experience and long-term client relationships by:
• Achieving an annual client retention rate above 75%, with most clients renewing or upgrading after 12 months
• Maintaining an average client satisfaction score of 9/10 (or 4.5/5)
• Building trusted, long-term partnerships grounded in measurable outcomes and exceptional value

Team Retention & Engagement

You’ll create an environment where great people stay and grow by:
• Maintaining an average delivery team tenure of four years
• Building a 2:1 reserve ratio for every delivery seat to ensure continuity and scalability
• Achieving a team engagement score of 9/10 (or 4.5/5) through strong leadership, development, and cultural alignment

What We’ve Built to Support You

We already have strong foundations in place, including:
• People & Roles: A defined accountability chart, structured recruiting and hiring processes, and HR systems supporting full-time and part-time roles
• Training & Resources: A comprehensive SOP library, Loom trainings, and clear guidance on managing to outcomes, values, and the fertility space
• Tools & Systems: An Outcome Hub integrated with Asana (Rocks, planners, and client projects), plus a standardized client portal
• Financial Clarity: Visibility into invoices, budgets, cost tracking, and access to bookkeeping and accounting support
• Standardized Operations: Documented offerings, advertiser onboarding processes, pre-approved paid assignment budgets, and consistent account management strategies

What You’ll Build Next

There’s meaningful opportunity to shape the future of the organization. Areas you’ll lead include:
• Simplifying and standardizing cost-tracking and project management systems
• Strengthening seat design, backups, and coverage across the delivery team
• Coaching, developing, and—when needed—restructuring a largely part-time and contractor-based team
• Establishing key operational functions such as data architecture, reporting, and advertiser analytics
• Elevating brand execution and client experience while reducing owner involvement in day-to-day fulfillment

How We Work at Fertility Bridge

Everyone who works with or for Fertility Bridge operates with these shared commitments:
• Clear ownership of outcomes—and the capacity to achieve them
• Alignment with our five core values
• Accountability measured by results, not activity
• Consistent brand execution across Fertility Bridge and Inside Reproductive Health
• Precise definition of what’s required to achieve success
• Transparent accountability in Asana
• Organized asset creation and management within Fertility Bridge systems

Benefits & Perks
• 401(k) or Roth retirement plan with 4% match after one year
• Up to 120 hours of PTO annually, with 40 hours rollover
• 11 paid company holidays, including the week between Christmas and New Year’s
• Two paid floating holidays of your choice

Sound interesting?
Great—we’d love to hear from you.

Job Type: Full-time

Pay: $80,000.00 - $95,000.00 per year

Benefits:
• 401(k)
• Flexible schedule
• Paid time off

Work Location: Remote

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