About Keep Company

Keep Company is a modern mentoring and coaching platform that helps organizations build stronger, more connected teams through structured programs such as group coaching, mentorship, and peer-based learning. The platform enables companies to launch, manage, and scale high-impact people programs with automation, smart matching, and built-in reporting.

Role Overview

The Programs Operations (Program Ops) Admin sits at the intersection of Product, Engineering, and the Programs team. This role ensures that the Programs team has a consistently configured, well-documented, and operationally reliable platform on which to run all gatherings, cohorts, and end-to-end programs through the Keep Company program.

This is a highly technical role (approximately 75% technical / 25% project management), focused on platform configuration, integrations, and operational workflows.

This role requires strong operational judgment — the ability to distinguish between routine execution (which should be done efficiently and consistently) and situations that warrant escalation, deviation from standard process, or a flagged risk. The ideal candidate doesn't need hand-holding on tasks they've done before; they execute with confidence and raise the right issues at the right time.

The Program Ops Admin ensures that internal program configurations are executed with consistency and quality, that the Program operations workflow runs efficiently from issue triage through launch and on-going management, that all program configurations and feature scopes are meticulously documented, and that Program Design QA coverage remains strong as the team works toward greater automation, across both custom, core and pilot programming.

This role reports directly to the VP, Product and this role owns the internal operational layer that makes the Programs team's day-to-day use of the platform predictable and efficient.

Priority Framework:

• P1: Programs Team Configuration & Support — Active configuration of tenants, programs, cohorts, and gatherings on behalf of the Programs team across all stages: setup, integration, QA, internal training, launch and on-going management for all variations of programs offered by Keep Company professional group coaching team.

• P2: Program Ops Workflow — Coordination on the end-to-end pipeline from Zendesk triage through project management, engineering coordination, tracking, and step-by-step guides (e.g., using tools like Tango). After onboarding, the Ops Admin is expected to proactively identify process gaps and build or refine workflows.

• P3: Documentation & Tracking — Program configuration registry, feature scope mapping, and centralized reference documentation in Coda for the Programs team, especially as new program types are launched.

• P4: QA Pinch Hitting — Manual QA execution and coverage until automated test suites are in place.

Detail on Priorities

P1: Programs Team Configuration & Support

The Programs team is the singular internal customer of this role. Every program, cohort, and gathering the Programs team runs depends on the platform being configured correctly and reliably. The Ops Admin owns operational execution across each phase, from initial configuration through launch.

This role will become the internal expert and have deep proficiency in Keep Company's primary workflows for program and cohort configuration (from landing page set-up through tools such as Hubspot, to building out defined program configuration and its data sources (e.g., owning end-to-end setup of all intake or registration forms, MPS/PPS or pulse surveys, and data entry workflows) and serving as the go-to resource for the Programs team on platform-related troubleshooting and best practices.

Hands-on experience with tools such as Zapier (required) and Zendesk (required) is expected. Experience with tools like Coda, HubSpot, or similar platforms is a plus.

Core Responsibilities

- Ensure each program reflects a complete, predictable configuration path tied to the Programs team's design and scope
- Set up and maintain configuration timelines for each cohort, gathering, and program from intake through launch
- Maintain a single, up-to-date source of truth for multi-program or multi-cohort engagements
- Proactively flag risks in timelines and propose mitigation plans early
- Ensure configurations align with what the Programs team designed, not feature wishlists or scope creep
- Confirm all configuration steps are tracked via a unified checklist
- Build reusable templates for cohort, gathering, and program configuration workflows
- Document access, cleanup, and governance changes that impact timeline or effort

Platform Configuration (Per Program)

Execute the full platform configuration on behalf of the Programs team, including:

- Tenant setup, and branding aligned to program design
- Member Types, Traits, and meeting material configuration.
- Configure meetings and groups for each cohort according to established naming conventions and setup standards, ensuring consistency across all active programs.
- Build all Intake Registration Forms, MPS/PPS surveys, and any other surveys throughout the lifecycle of a program.
- Set up Group and Mentor Matching and cohort grouping logic based on CS / Programs briefing.
- Troubleshoot any gathering or algorithm issues.
- Set up any potential automations between the platform, forms and/or calendars using Zapier
- Member, mentor, and coach mapping to relevant programs; notifications
- Reporting configuration for Programs team use
- Coordination with Engineering and the Data team on reporting, role-based access control (RBAC), and integration configuration where required for internal program operations

After configuration, clean up Coda references, validate configurations in a pre-production environment before QA, and document all program-specific settings in detail.

Internal Enablement

- Ensure internal training materials (Tangos, Zight or Loom recorded walkthroughs, reference docs) are ready before each program launches
- Coordinate internal walkthroughs with Programs team leads
- Validate that documentation and materials reflect the most current configured experience
- Flag documentation gaps that require new product or feature-level support
- Serve as the technical POC for the Programs team during configuration, integration, and launch

P2: Program Operations Workflow

This is the end-to-end operational pipeline that moves Programs-team-originated issues and feature requests from intake through delivery and enablement. The Ops Admin owns this workflow and is responsible for keeping it flowing, clean, and visible.

Workflow Stages

Stages 1 & 2 may vary in order and scope depending on context and/or timeline. Overall this role will be expected to manage all incoming triage and execution responsibility for configuration in the platform for the Programs team.

Stage 1 — Zendesk Triage: Review incoming Programs team tickets, classify by type (bug, feature request, configuration issue), prioritize using the Platform Ops Triage framework (P0–P4), and route to the appropriate internal workflow.

Stage 2 — Coda Management & Cleanup: Ensure Coda project management tasks are properly scoped, tagged to the correct program, cohort, or feature, contain acceptance criteria, and are free of stale or duplicate items. Maintain Coda hygiene.

Stage 3 — Engineering Coordination: Coordinate with Engineering on deployment timelines, manage expectations around sprint capacity, and surface dependencies or blockers that affect Programs team delivery.

Stage 4 — Deployment & Feature Releases: Track internal product releases that impact active programs and cohorts. Ensure new features are stable before rollout. Coordinate timing with Engineering and Product leads. Surface conflicts between product roadmap and Programs team delivery timelines.

Stage 5 — Reference Documentation Creation: Once a configuration is ready and/or new product released for the KC Programs team (including for Member, Coaches and Admin roles), create step-by-step guided documentation for internal Programs team enablement. If the feature has Member Experience implications, coordinate with Product and Program Experience on additional external-facing documentation.

P3: Documentation & Tracking

Everything the Programs team configures, runs, and depends on needs to be documented with enough detail that any team member can understand what was done, for which program, and within what scope. This is foundational to reducing rework, onboarding new Programs team members, and supporting QA.

Program Configuration Registry
Maintain a centralized registry in Coda of all program configurations, organized by program, cohort, and gathering
For each program, document: which features are in scope, what was configured, what integrations are active, and the current state
Track all configuration changes with timestamps and rationale
Validate configurations against Programs team intent to ensure scope alignment

Feature Scope Mapping
Document which features and modules are enabled for each active program
Maintain a feature-to-program mapping that makes it easy to assess the blast radius of any product change or deployment
Flag when a program's configuration deviates from the standard baseline

Reference Documentation
Clean up and consolidate Coda references so project management activities map cleanly to programs, cohorts, and features
Keep deployment notes current so the team has a running log of what shipped, when, and impacting which programs
Build and maintain reusable configuration templates and checklists in Coda

P4: QA Pinch Hitting

Until automated QA coverage is expanded, the Ops Admin provides manual QA execution to ensure Programs team quality is not compromised. This is a transitional responsibility that should decrease over time as test automation matures.

Responsibilities
- Build and assign QA checklists for each program configuration
- Execute test coverage across key areas: member data flows, agenda cards, gathering attendance, MPS/PPS surveys, reporting accuracy, notifications, and emails
- Confirm issues are resolved or correctly deferred before program launch
- Track rework volume and escalate if test quality, bugs, or scope shifts are putting delivery at risk
- Validate configurations in pre-production before moving to live program environments

Transition Path
As automated QA capabilities grow, the Ops Admin's role shifts from executing manual tests to defining test cases, validating automation coverage, and reviewing results. The goal is to phase this from a hands-on responsibility to an oversight role.