Talent Operations Manager

Role Overview

The Talent Operations Manager owns the end-to-end operations and quality management of all course talent - including mentors and live instructors - across Tech, Allied Health, and AI programs.

This role ensures we have the right talent, onboarded effectively, performing consistently, and deployed reliably as programs scale. The Talent Operations Manager serves as the central owner of talent execution and quality. Through strong management of a small team and partnering closely with program leadership and support operations functions, this role is highly cross-functional and vital to Springboard's core values.

Core Responsibilities

Talent Lifecycle Ownership

• Design strategy for onboarding, training, and readiness processes for mentors and live instructors
• Ensure consistent performance management, QA, and remediation standards across programs
• Create systems to identify performance risks and lead improvement plans

Capacity & Coverage Planning

• Own talent capacity planning to support cohort launches and ongoing delivery across all programs
• Anticipate coverage gaps and mitigate risk before escalation

Recruiting

• Drive sourcing strategy, execution, and hiring workflows for new course talent roles
• Define hiring readiness, role expectations, and onboarding handoff
• Maintain a high and consistent hiring bar across talent types

Team Management & Operational Excellence

• Build and maintain scalable talent ops processes and documentation for the team
• Manage internal team to route tickets, execute payments, and improve response times
• Lean on data and dashboards to monitor talent performance, coverage, and risk
• Design and implement a community across contracted course talent roles

Cross-Functional Collaboration

• Effectively communicate strategic risks and opportunities to Program Leadership with clear recommendations and tradeoffs
• Catalyze tight feedback loops for iteration on programs, ensuring high-quality delivery of outcomes
• Collaborate with Support, Ops, Career Services, and Program Leadership to increase operational efficiencies

Ideal Background

• 5+ years of full-time work experience in talent operations, customer success, community management, program operations, or a related field.
• Demonstrated ability to operate in ambiguous environments, build processes from scratch, proactively identify solutions, and drive outcomes with limited direction.
• Experience sourcing and hiring talent (contracted or full-time)
• Strong written and verbal communication skills
• Comfortable giving and taking feedback, previous experience in positions that required providing feedback (e.g., coaching or managerial experience)
• Enjoys building systems and using data to inform and drive decisions
• Bonus: experience working in B2B and or allied health fields

In the first 90 days, you can expect

• Build relationships with Program Operations Leadership, Program Success, Career Services, and other course talent stakeholders
• Develop a clear understanding of Springboard's mentor, instructor, and course talent communities across all programs (Tech, Allied Health, AI)
• Assess current talent operations processes, identify operational risk/bottlenecks, and establish priorities for improvement
• Assume management responsibilities for the Talent Operations team, with a focus on ensuring clarity around ownership, workflows, and team expectations

Within 6 months

• Own forecasting and capacity planning processes to ensure all programs are appropriately staffed with a specific focus on proactive planning for coverage risks
• Maintain a strong hiring pipeline and set up consistent hiring practices for all roles (mentors, instructors, coaches, etc)
• Set up scaled systems for talent management, performance management, coaching/feedback, and remediation.

Within 12 months

• Develop and manage a high-performing and engaged community of Course Talent staff
• Set up data-driven reporting and decision-making processes that allow for clear visibility into talent performance, capacity planning, and risk mitigation.
• Serve as a trusted cross-functional partner who proactively identifies challenges, proposes solutions, and influences program strategy.
• Ensure Springboard can confidently scale programs with the right talent, in the right roles, at the right time.

Salary Range: $80K - $110K

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