• Own the end-to-end startup application process—from submission through approval, onboarding, and credit provisioning • Manage application review workflows, approval criteria, and cross-functional handoffs with Sales • Monitor application pipeline health: volume, approval rates, time-to-decision, and bottlenecks • Drive continuous improvement initiatives to streamline and automate the application process • Identify opportunities for automation using tools like Zapier, n8n, or custom integrations • Reduce manual work through process optimization, smart forms, and workflow automation • Collaborate with Engineering and IT to implement technical solutions for application management • Own operational processes and procedures for the entire team—document workflows, create SOPs, and maintain operational playbooks • Define and manage cross-functional interlocks with Sales, Marketing, Support, Finance, Legal, and Product teams • Establish clear escalation paths, approval workflows, and decision-making frameworks • Identify process gaps and implement solutions to improve team efficiency and member experience • Manage program operations calendar including application cycles, credit renewals, and key milestones • Own vendor relationships for operational tools and platforms • Lead operational planning for program launches, policy changes, and scaling initiatives • Own data and analytics for the Startup team—be the single source of truth for all startup metrics • Build and maintain dashboards in Looker or similar platforms tracking key program KPIs • Define and track metrics including: application volume, approval rates, credit utilization, member retention, program ROI • Drive creation of executive dashboards for leadership visibility into program performance • Contribute data, insights, and analysis for Weekly Business Reviews (WBRs) and QBRs • Partner with Data Analytics team to ensure data integrity, proper instrumentation, and reporting accuracy • Conduct ad-hoc analysis to answer business questions and inform strategic decisions • Translate data into actionable insights and recommendations for program improvements • Serve as the operational point of contact for startup credit package issues, application questions, and account problems • Triage and resolve member issues related to credits, billing, account access, and program eligibility • Work closely with Sales and the Community Manager to resolve complex customer issues quickly • Build and maintain internal knowledge base for common issues and resolutions • Escalate systemic issues to Product, Engineering, or Leadership with recommendations • Track issue trends and develop proactive solutions to prevent recurring problems • Create self-service resources (FAQs, troubleshooting guides) to reduce support volume • Own all startup program application forms—design, maintain, and continuously optimize for conversion and data quality • Manage program surveys including onboarding, satisfaction, and exit surveys • Implement A/B testing to improve form completion rates and data collection • Ensure forms capture essential data for decision-making, reporting, and program evaluation • Maintain form infrastructure across platforms (Typeform, Google Forms, Salesforce, etc.) • Proactively recommend improvements based on user feedback, drop-off analysis, and evolving program needs • Partner with Marketing and Community teams to ensure consistent member experience • Ensure compliance with data privacy regulations (GDPR, CCPA) in all data collection