Mission Success Operations Manager

Mission Success Operations Manager

Ethos is on a mission to bridge the human readiness gap by transforming how training is developed, consumed, and aligned with strategic business outcomes. As a well-funded Series A startup ($40M+ raised), we are a trusted partner to over 150 enterprise customers across sectors including the U.S. military, life sciences, manufacturing, supply chain, and professional sports. We are expanding our platform to deliver a best-in-class learning experiencesmarter, faster, and more optimized.

As our Mission Success organization scales, we've reached a critical inflection point where manual processes and decentralized tooling are creating inefficiencies that directly impact our team's ability to focus on what drives retention and account growth : Relationship Management and Strategic Discovery / Deployment.

We're seeking a Mission Success Operations Manager to serve as the operational backbone for our team, enabling Mission Success Managers to spend more time with customers while arming leadership with the data needed to make strategic decisions. This role will drive the repeatability and predictability we need to scale efficiently, transforming ideas into reality through dedicated process improvement at scale. This is a strategic operator who will unlock scale, clarity, and efficiency across our entire Mission Success organization.

What You'll Do

• Build the Metrics Engine : Define, track, and standardize key health scores and team performance metrics. Create executive dashboards and actionable reporting for weekly, monthly, and quarterly reviews. Transform raw data into insights that drive strategic decision-making
• Streamline Mission Success Manager Workflows : Design and operationalize key moments in the customer journey (kick off, onboarding, QBRs, renewals). Implement scalable playbooks and templates to reduce variance and improve efficiency. Create living frameworks that adapt as we learn and implement more efficient ways of doing business.
• Own Mission Success Systems and Tooling : Optimize our existing tech stack including ClientSuccess, Salesforce, Zendesk, Asana, Zapier, Jira and potentially internal-facing AI tooling. Drive integrations and automation to eliminate double data entry and improve accuracy. Ensure our integrated backend maximizes Mission Success bandwidth.
• Forecast Renewals and Capacity : Build robust forecasting models for expansions and churn risk. Develop capacity models to help our internal content team manage growing workloads. Provide predictive insights that enable proactive mission success strategies
• Drive Cross-Functional Alignment : Serve as the operational liaison between Mission Success, BD, Product, and Marketing teams. Translate Mission Success insights into actionable inputs for product roadmaps, sales enablement, and marketing initiatives. Influence stakeholders across departments to ensure mission success priorities are integrated company-wide.

Basic Qualifications

Preferred Qualifications

Compensation & Benefits

We're committed to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't perfectly align with every qualification, please applyyou may be just the right candidate.

EEO & accommodations : Ethos is an Equal Opportunity Employer. We welcome applicants of all backgrounds and provide reasonable accommodations throughout the hiring process.