Director of Customer & Editorial Operations, London

About the RoleStoryTerrace, the leading memoir creation platform, is looking for an experienced Customer & Editorial Operations Director to grow project delivery in line with sales, delight clients and drive efficiencies. The Director will manage the largest team in the company (15 people and 500 freelancers), report to the CEO and be a member of the senior management team.
About Us55% of people would like to write their biography. However, less than 2% get the job done! StoryTerrace is creating a world where every life story is captured in a meaningful way by turning life stories into books using its proprietary software platform, generative AI and a pool of over 500 vetted freelancers in Europe and North America. The publishing-tech scale-up is the market leader in this rapidly evolving category. StoryTerrace is headquartered in London and has ±30 employees across the UK and the US. The company has created 1000s of books and has an outstanding rating on Trustpilot (4.5) and Google (4.8). Key ResponsibilitiesSet the department strategy to scale the creation of incredible books in line with expected demand for existing and new productsInspire our talented team working across the US and Europe and build a fun, high performing culture of accountability, collaboration, innovation, efficiency, and personal growthManage an organisation of 15 employees (including 4 direct reports), 500 freelance contributors and printers to support clients to turn their life story into booksOptimise processes from client onboarding to delivery and everything in between including upsellingSupport product, marketing and sales to drive customer insights and lifetime value About YouTrack record of building high performing teams in customer success, project management and/ or content productionNatural leader with strong people management skills, including the ability to coach first time managers and create buy-in for process changesContagious energy to match high paced, entrepreneurial environmentClient oriented, data driven approach to process improvementExperience in or strong affinity with content production, (book) publishing or journalismCore KPIsProductivity (production value per editor; editorial cost/ content production value; average time to complete; operational SLAs)Customer satisfaction (upsell value/ production value; cancellations/ production value; CSAT)Employee happinessWriter happiness️ Compensation, Perks & BenefitsSalary £70k+ depending on experienceShare options to benefit from creating a large new product category25 days paid holidays + 8 bank holidaysPension (4% + 4%)Private health careLondon based hybrid role with flexibility around working hours. Our fixed office days are Tuesdays to Thursdays with weekly breakfast and team lunchesAn international start-up environment with a strong sense of team and mission!Come and join our team that is ambitiously changing how we capture the stories of loved ones!At StoryTerrace we value empathy, collaboration, trust, innovation and we are purpose driven. We value diversity and we encourage applications from all backgrounds, communities and industries as we are committed to having a team that is made up of diverse skills, experiences and abilities.
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