Head Of Coaching Jobs

Reports to

Chief Operations Officer

Summary:

Publishing.com helps normal, everyday, people create meaningful streams of income with books. We are an online-education company that teaches our students how to sell books and audiobooks on Amazon and Audible. We aren’t for authors, but for anyone that would like to create consistent streams of passive income.

Our goal is to be the one-stop shop for everything publishing related. This year we are making massive strides towards achieving this goal by launching our own software. The better we make our products and the more support we give our students, the better we can help them achieve their financial goals.

About the role:

We are seeking an energizing, experienced, future-thinking and strategic leader to act as the head of our coaching department. This individual will lead, manage, and hold accountable our customer-facing coaches and supervisors. You will implement new technologies, and client fulfillment tactics to support a rapidly changing business. You will ensure that we are delivering exceptional customer experiences, maximizing our student’s success, and providing proactive and professional coaching from start to finish. You'll need a blend of sales acumen, client success methodologies, successful coaching techniques, technological proficiency, and inspiring leadership to motivate your team towards achieving & exceeding their goals.

What you’ll work on:

• Work closely with the COO and senior leadership team, while also working independently to drive the department forward and consistently achieve measurable goals and targets.
• Quickly identifying gaps in our product that impact the success of our customers and communicating those to our Executive Team.
• Hold daily, weekly and monthly check-ins with supervisors and the coaching team.
• Develop and implement a call “script” ensuring that our team is providing consistent coaching and feedback.
• Working closely with our Sales and Support teams to ensure issues are resolved both timely and accurately.
• Lead and inspire a diverse team of coaches and supervisors to achieve specific Key Performance Indicators focused on improving our student’s publishing success.
• Analyzing data and results to guide product, KPI, and student success improvements.
• Identifying opportunities for onboarding efficiency, account expansion and revenue creation within our customer base.
• Maximize the lifetime value of our customers by sending qualified leads to the sales team.
• Develop and mature our current partnerships with any 3rd party that works with either our coaching department or our students.

Key Result Areas for This Role:

• Maintain a quality assurance minimum target percentage or above for student coaching calls and finished products.
• Implement strategies to reduce the student refund rate and achieve a maximum refund rate target percentage.
• Ensure that a minimum target percentage of students are consistently on track with their designated milestones.
• Achieve and maintain a minimum target percentage for student kickoff call bookings.

Requirements for this role:

• Possess fundamental knowledge of client success principles or experience working for a startup technology company preferred.
• 5+ years of director-level leadership experience with a team of no less than 25 team members.
• Working knowledge of CRM and/or Project Management software tools.
• Generally reachable and responsive to Slack during working hours.
• Experience in building and maintaining strong relationships with customers and teams.
• Experience creating, improving upon and delivering against KPIs and SOPs.
• Able to make autonomous decisions of how to handle customers based on our company’s Core Values.
• Experience working as a Sales Manager is highly desirable.
• Able to self-direct, motivate, and manage your time effectively.
• Ability to communicate changes, recommendations and strategies to senior leadership effectively.
• Excellent communication skills, both with customers and cross-departmentally.
• Comfortable and confident building and nurturing remote teams.
• Able to handle difficult conversations regarding upset customers and de-escalate those situations.
• Ability to learn quickly and execute at a high level with both speed and accuracy.

Why Publishing.com?

• We have all the fun perks you’d expect—flexible vacation policy, competitive vision, dental, and health benefits, 401k plans, and team socials...yes, even remotely! *
• Some benefits are available to our US-based employees only.
• We encourage learning, growth, and continuous improvement so always looking for ways to help our staff grow. From monthly training to hiring mentors, we care about your personal growth!
• We are a completely remote team located all over the world with 50+ employees and last year generated over $60M in revenue - we are just getting started!
• Join a team that was built from its community. Over 80% of our team was hired from our own student community, which is why we care so much about our product!
• If you want to join a team on the ground floor, this is your chance. We have a grand vision for expanding beyond just an education company to become the one-stop shop for everything publishing related.
• Our salary range for this role is from $120k to $150k per year (OTE) depending on profile, skills, and experience. If your requirement is outside of this range, but you think this role is a perfect fit for you...please apply anyway!
• We are proud of our culture and care about it deeply—we live by our team values and are always trying to make Publishing.com a better company today than it was yesterday.

Publishing.com is dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don't hesitate to reach out - we encourage everyone interested in joining us to apply.

Publishing.com Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, Publishing.com Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location we have employees in. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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