[Hiring] Operations Lead, Coaching @Pathstream

Role Description

Coaches are at the heart of the learner experience at Pathstream. Our coaching team is 20+ people today, and in 2027 we expect it to double, triple, or more. The systems that got us here won't get us there, and we're hiring someone to help design and build the ones that will.

As Coaching Operations & Design [Specialist/Lead], you'll drive how we recruit, onboard, equip, and manage coaches as the team grows. You'll be coaches' first point of contact for questions, and you'll build the tools and resources that let them find their own answers over time. When something isn't working, you'll fix it at the root so it doesn't break the same way twice. The coaching work itself is evolving fast too, so you won't be maintaining a playbook; you'll be writing it, testing it, and rewriting it. You'll work closely with Program and Client Success, as well as Product and Engineering, and you'll have real say in how coaching evolves at Pathstream.

What You’ll Do

• Build the onboarding engine that takes a new coach from offer to first learner call quickly and confidently, and make it work at 3x today's volume.
• Own the coach operating system: tools, access, partner context, and policies, so coaches spend their time coaching, not hunting for information.
• Find what's broken or slow, dig to the root cause, and ship durable fixes (automation, better tooling, clearer process) rather than workarounds.
• Own the data behind coaching: keep databases and key metrics clean so leadership can make staffing and program decisions with confidence.
• Turn coach feedback into strategic system and process updates.
• Partner with Program and Client Success to staff client engagements well and make coaching a strategic lever for client outcomes.
• Help design how we recruit and manage coaches as the team and the work evolve.

Qualifications

• A minimum of 4 years in operations, project management, consulting, or similar, ideally somewhere fast-moving.
• You've built or rebuilt a process or system and can point to the results.
• You get bored doing the same thing twice, so you automate it, template it, or eliminate it.
• You're comfortable with data: spreadsheets, databases, dashboards. You use numbers strategically to inform day-to-day operations and longer-term planning.
• You're organized enough to juggle lots of moving pieces, and calm when priorities shift.
• You write and communicate clearly, and people across teams trust you to get things done.
• You care about education, coaching, or helping people grow at work.

Benefits

• Transparent and social culture, challenging work, fast learning cycles, practical training, and meaningful feedback.
• Strong sense of ownership and strategic work that impacts our product, users, colleagues, business, and world.
• Competitive salary commensurate with experience and geographic location:
• Zone 1 (NYC and SF Bay Area): $110K-$135K
• Zone 2: $100-$125K
• Zone 3: $90-$115K
• Comprehensive benefits package.
• 100% employer-paid medical, dental, and vision insurance coverage for you and 50% for your partner/spouse and dependents.
• Flexible spending account (health).
• Employee Assistance Program (mental health, financial health, legal support, and more).
• Free access to wellbeing apps like Ginger and Headspace.
• Flexible paid time off and 13 paid holidays.
• Generous paid parental leave.
• Short and long-term disability insurance (100% company paid).
• Annual professional development budget.
• Company-provided laptop.
• Remote-first culture.
• Life insurance (100% company paid).
• Optional supplemental life insurance.
• 401(k).
• Discounted pet insurance.