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ClassPass, part of Playlist, is a global platform connecting people with fitness, wellness, and lifestyle experiences. The company operates through established brands including Mindbody and ClassPass, serving thousands of partners and millions of users worldwide.
As an Associate Program Manager, you will support the operational delivery of programs managed through offshore business process outsourcing (BPO) teams. You'll work alongside Senior Program Managers, handling the day-to-day operational execution while they focus on strategy and stakeholder leadership. Your responsibilities will include:
• Coordinate daily operations for BPO-delivered programs, including weekly vendor check-ins, quality reviews, and capacity tracking
• Manage request intake, prioritization, and SLA tracking; set clear turnaround expectations with stakeholders
• Develop and maintain standard operating procedures (SOPs), job aids, and training materials for consistent execution
• Build program reporting including weekly recaps, monthly readouts, and KPI dashboards for leadership visibility
• Investigate root causes of quality issues, escalations, and rework; drive fixes with system owners and partner teams
• Identify and implement automation and process improvements to reduce manual effort and operating costs
• Support onboarding of partners, clients, or internal teams onto operational programs
• Assist Senior Program Managers with operational duties including data pulls, reporting, quality reviews, and BPO coordination
• Escalate scope, cost, vendor, and prioritization decisions to your manager with clear recommendations
• Contribute to quarterly OKR planning and annual budget inputs for supported programs
This role is ideal for someone who enjoys turning complex operational work into clear, repeatable processes, is comfortable managing vendor relationships across time zones, and wants to grow toward owning programs end-to-end.
REQUIREMENTS:
• 1–2 years of program, project, or operations management experience
• 1+ year of project and process implementation experience
• Experience coordinating with vendors or outsourced teams (preferred)
• Proficiency in Salesforce, Excel, Notion, Asana, and Slack; exposure to Tableau or Snowflake is helpful
• Strong written communication skills, particularly writing procedures for others to follow
• High initiative for excellence, results, and process improvement
• Strong interpersonal skills and ability to thrive in cross-functional, fast-paced environments
• Ability to work Mountain Time hours
• Bachelor's degree, technical certification, or equivalent work experience
