Director of Operations

TopFan Company Overview:TopFan (topfan.com) is a Colorado-based technology company that provides an online fan engagement and content monetization solution used by many top sports and entertainment brands and popular digital creators. TopFan’s technology allows clients to build a direct-to-fan (D2F) business by launching white-labeled websites and mobile apps where they distribute and sell exclusive and premium content, merchandise, tickets and fan experiences. Additionally, clients are able to capture rich demographic and psychographic fan data to help maximize the lifetime value of their fans.Role Description:The Director of Operations is responsible for managing several core aspects of the business:1)    Client Success. Leading client meetings to help them maximize their success using the TopFan Pro and TopFans.com platforms. Serving a trusted advisor to clients, providing ideas and best practices to maximize fan engagement and direct-to-fan monetization. Explaining the components of the platform to clients, and introducing new features when they are released.2)    Customer Support. Managing of the customer support ticketing system and ensuring support requests are efficiently resolved by triaging and routing issues to the appropriate teams. Assisting fans or creators to troubleshoot matters related to purchases of content, experiences, merchandise, referral payments, disputes and refunds, etc.  3)    Insights & Analytics. Monitoring the daily vitals of the business and proactively identifying problems before they compound. Preparing reports regarding Key Performance Indicators of the business and presenting to stakeholders.4)    Financial Systems. Monitoring the internal and external systems that facilitate the real-time movement of money between of creators and fans digital wallets and respective banking systems. Providing TopFan's accounting team with needed financial information and invoicing.5)    Policies and Procedures. Maintaining written published creator and fan usage policies. Approving clients who apply to create on TopFans.com. Ensuring content across platform is family and brand friendly though automated and manual enforcement technologies.6)    Management of Partner Relationships. Vendor management with key partners including credit card processors, banking partners, Shopify and others. Also, relationship management of 3rd party partners who offer services to TopFan’s clients and provide channel referrals. 7)    Marketing Support. Coordinating efforts of vendors who help the company drive awareness of the solutions via paid search engine marketing (SEM) and organic search engine optimization (SEO). Monitoring CRM for new client intake and automated nurturing.8)    Product Innovation.  Participate in discussions with Product Management and Development Team to suggest internal and external features to improve the TopFans and TopFan Pro platform for clients and internal stakeholders. Periodic acceptance testing and QA of new features before they enter the production environment.Required Experience & Education:·      4+ years of operational experience at a technology services business·      3+ years of technical customer support management·      3+ years of experience in analytics, data analysis and executive style reporting·      2+ years of experience in financial management and accounting related work·      Bachelor’s degree and Masters preferred in business operations and management·      Project Management certification a plusRequired Professional Skills:·      Managing individuals and ensuring accountability of staff·      Understanding of accounting principles and core financial concepts·      Experience in managing large volume customer support ticketing and triage systems·      Preferred experience working in the creator, music, sports and entertainment industry·      Experience with direct-to-consumer business models (merchandise, tickets, subscriptions)·      Professional writing skills for authoring of policies and other operational guidelines·      Strong organization and project management skills·      Excellent listening, verbal and written communication skills·      Successful vendor management and negotiation·      Comfortable in presenting to financial analysts and executives·      Ability to communicate with both technical and non-technical individuals·      Attention to detail and eye for good aesthetics when building presentations and products·      Strong time-management skills with ability to multi-task in a face paced environment·      Flexible mindset and embraces a rapidly changing startup company environmentRequired Technical Skills:·      Proficiency in Google Workspace, Microsoft Word, Excel, PowerPoint, Canva, Gamma·      Experience with Shopify and popular E-Commence platforms·      Experience with Stripe and Credit Card Processors·      Experience with ZenDesk ticketing·      Experience with HubSpot CRM·      Experience with QuickBooks Online·      Experience with internet metrics/analytics packages similar to Google Analytics·      Comfortable managing and leading Zoom and Google Meet calls·      Understanding of online advertising networks (Google Ad, LinkedIn and Meta Advertising)·      Strong understanding of the top social media and creator platforms (Instagram, X, Snapchat, Reddit, Discord, YouTube, Vimeo, TikTok, Patreon, etc.)The successful Director of Operations candidate will be enthusiastic about the and creator economy and passionate about helping creators successfully directly engage and monetize with their fans. The candidate understands that efficient customer support, transparency and accuracy are key to building and maintaining the trust of both fans and creators. Finally, the candidate is a self-motivated, energetic, team-minded collaborator who is comfortable working remotely, appreciates start-up culture, and possesses a “find a way to get it done” attitude.This is an opportunity to be a leader at an exciting, innovative technology business, and work directly with top entertainment organizations, creators and their millions of fans around the world.  The position is exposed to rapidly evolving innovative technologies and the role provides the opportunity to take on increasing levels of responsibility as the company scales and moves towards a profitable liquidity event. We are a passionate team that works hard and has a lot of fun doing it.Other Details:Location: Work from Home (Colorado or Los Angeles preferred)Salary: $75,000-$90,000Equity: YesHealth, Dental, Vision Benefits: YesRetirement / 401K: YesWork/Life Balance: Ability to work from home with flexible hours.Job Type: Full-time