Engagement Operations Coordinator

Kitces.com is hiring an Engagement Operations Coordinator to run the operational side of our speaking engagement pipeline and Group membership administration. The split is roughly 45% supporting our Senior Manager of Partnerships on speaking engagements, 40% owning small-Group membership administration and adjacent Group Member support, and 15% providing surge coverage on the general member support queue during peak periods and while teammates are out. When speakers arrive prepared, Group administrators feel heard, and renewals close cleanly, we compound our mission. This role is where the behind-the-scenes work gets done. So if you're tired of being handed vague instructions and told to "just handle it," or juggling shifting priorities with no context on what actually matters, or doing ops work at a company that does not live its mission— then this is the job for you! Our speakers are leading voices in financial planning. Our Groups are firms genuinely trying to make their advisors better. And our mission is the actual reason we exist. Description/ResponsibilitiesThis entirely virtually-based staff position (work from anywhere in the United States!). Reports to the Director of Member Success as part of the Engagement Team. Speaking Engagement & Event Operations (~45%)Own logistics for speaking engagements once contracts are signed (scheduling, slide deck prep coordination, and other speaker admin). Working closely with the Senior Manager of Partnerships Keep communication moving between Kitces speakers, event organizers, and the rest of the team from booking through wrap-upHandle event documentation, invoicing questions, and post-event follow-up Group Membership Administration (~40%)Group administration workflows through and is measured in Zoho Desk.Manage onboarding, renewals, and ongoing account maintenance for small Groups (under 25 seats), where most processes are automated with manual exception handlingBegin developing relationships with mid-sized Groups (25–99 seats) after the first 90 days by taking on the annual mid-year check-in calls – asking for feedback and letting these accounts know we are paying attention.Work the Group and Group-adjacent tickets assigned in Zoho Desk — renewal cleanup from the automated process, seat changes, admin contact updates, billing questions, and other Group-related requests — hospitality-first mindset, even on the tedious tasksWatch for growth signals across the Group portfolio and hand them off to the Senior Manager of Partnerships for expansion conversationsMaintain accurate account records in Zoho CRM Member Support Coverage (~15%)Provide surge coverage on the general Zoho Desk queue during high-volume periods (Q4 renewals, conference weeks, CE deadlines) and while teammates are out of officeHandle Tier 1 tickets that come in adjacent to Group and speaker workEscalate complex issues, billing situations, growth opportunities, and anything outside your scope to senior Member Success leadership Team Coverage & Operational Follow-ThroughCross-train with teammates so members of the Engagement team can take their time off, a responsibility they’ll return in kind for youKeep SOPs current for speaking and Group workflows; flag improvement opportunities to the Director of Member Success for reviewJump in on cross-functional work with Engagement, Education, Marketing, and Platform when it comes up Key Candidate TraitsYou’re highly organized and detail-oriented, comfortable operating autonomously in a remote environment, and you genuinely enjoy the operational side of relationships — the follow-through that makes speakers, event organizers, and Group administrators feel taken care of. You can shift priorities during peak periods without losing the plot.Experience coordinating logistics when there are lots of moving parts — events, projects, or account administrationComfort working in CRM and ticketing systems (Zoho experience preferred)Strong written and verbal communication — this role represents Kitces to external speakers, event organizers, and Group administrators, so professionalism and warmth both matterPrior experience in membership organizations, professional education, events, or financial services is a plus, not a requirementCandidates must be legally authorized to work primarily within the United States. Kitces.com does not sponsor visas at this time. Candidates must be able to work at a computer for up to 8 hours a day and travel to attend two in-person retreats per year (January and June), plus occasional travel to support key speaking events as needed. What Success Looks Like in This RoleSpeaking engagements run smoothly, speakers show up prepared, and event organizers walk away happyGroup memberships onboarded, administered, and renewed with clean records in Zoho Desk and Zoho CRM — and Group administrators who feel taken care of because you're responsive and you follow throughGroup renewals handled on time, and growth signals passed to the Senior Manager of Partnerships in time to act onThe Senior Manager of Partnerships is freed up to focus on growing relationships instead of running logisticsReliable coverage during peak event seasons, renewal windows, and teammate PTOThere’s real long-term growth in this seat — future specialization in Engagement Operations, Partnerships, or Member Success as we keep growing. Compensation/BenefitsBase salary $57,000 – $63,050/year based on experienceAvailable bonus up to 12% of base salary, determined by meeting key Members Section and other business metrics$2,000 budget for additional training/skills education$2,000 conference budget$1,000 budget for technology hardware/software or related office materials, which starts with a company provided computer for your home workspacePaid membership in a relevant membership association and for a relevant professional designation or certification15 days of paid time off for combined vacation + sick, plus 6 national holidays, and 2 floating holidaysParticipation in company-subsidized health plan (an employee-only HSA-eligible plan is covered 100% by the company)Company contribution of $50/month to either an HSA or FSA accountParticipation in company 401(k) plan“No meeting” Wednesdays What it’s like working at Kitces.comWe are a team that lives by our values, our support of one another, and our commitment to the community we serve. The successful candidate will share these Kitces Core Values: Do the Right ThingAdvisors FirstBe the Trusted SourceNo A$$holesGet Your Nerd On At Kitces.com we have all but eradicated internal email. All internal communication is done via Slack, or through Asana tasks. When on Slack calls, video is expected as we believe hearing voices and seeing faces makes for stronger communication and connections. We lean on technology tools to get things done and protect our time. An example is our use of the delayed-send on Slack messages. While anyone might have a great idea at any time, we are careful to make sure messages are sent during regular business hours to respect the work/home boundaries of our work-from-home (or work-from-anywhere) team. As a remote company, we attract a lot of introverts, yet recognize the value in creating work relationships, so we have a social committee that offers many ways for people to connect in the ways they feel most comfortable. Additionally, we recognize the importance of meeting in person from time to time, which we achieve with 2 in-person retreats annually. Interested candidates for the Engagement Operations Coordinator should complete the initial application form. Questions can be directed to jobs@kitces.com.