Implementations Team Manager

**The Company You’ll Join**:
At Carta we create owners and make private markets liquid.
We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they’ve managed to save from their paychecks. Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack. By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners.
At Carta, we are helpful, transparent, fair, and kind. We are relentless executors, unconventional thinkers, and masters of our craft.
**The Team You’ll Work With**:
We are looking for multiple levels of managers to help us build out new teams of implementations/onboarding specialists, and customer support representatives. These leaders will play a critical role in building teams to ensure that every customer - new and returning - feels that they’ve been provided the highest quality support possible.
**The Problems You’ll Solve**:
- Review team, product and individual performance metrics to provide recommendations to senior leadership, cross functional partners, and team members for areas of improvement
- Lead the implementation and execution of various strategic initiatives including but not limited to new processes, systems and tools across the department
- Contribute to product problem solving and help identify top problems that our customers experience
- Provide impeccable customer service to fill product gaps and provide feedback to the product and go to market teams on how to improve the product and messaging
- Determine and build upon the ideal service model and processes for our customers
- Provide world class service to all our customers
- Hire and scale a team of individual contributors and leaders that inspire loyalty and references by our customers
- Work with internal teams to improve the customer experience and efficiency by investing in processes, tools, and training
- Build effective relationships with cross-functional partners and stakeholders
- Collaborate with finance and strategy to make recommendations on capacity planning, resource requests and strategic areas of investment
- Provide recommendations to leadership, product and sales for how to to improve existing products and expand product features to ensure every customer is having a magical customer experience
- Determine service model for new customer types and products
**About You**:
- Experience hiring and scaling teams across multiple pillars while managing individual contributors with various levels of experience
- You focus on what could go right
- You are proactive and take ownership in all you do
- You are organized and extremely responsive in following up with requests made of you from both internal stakeholders and customers
- You are extremely effective with setting expectations and driving projects to completion
- You can independently identify problems, perform root cause analysis and execute on action plans
- You continually improve Processes, Playbooks & Tools and ensure team adoption
- You guide daily team execution of operational responsibilities and empower your teams to continually improve and mobilize to execute on their strategic initiatives
- You will develop a high-functioning and successful team who embody Carta’s OPITs and meet performance goals
- You will manage your teams to budgetary constraints
- You will have full HR reporting responsibility for all your team members, which includes hiring, training, doing regular 1:1s, understanding their career goals, and being an advocate for those goals within the Corporations Delivery Org
**Covid Vaccine Policy**
In an effort to safeguard the health of our employees, Carta has implemented a policy requiring all new hires to receive the COVID vaccine (including boosters as the individuals become eligible for them). Proof of vaccination will be required as a condition of employment. Carta will continue to comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or strongly held religious beliefs. This policy is part of Carta’s ongoing efforts to ensure the safety and well-being of our staff and community, and to support public health efforts.

---