Product Operations Manager: Support Strategy
Fora
About Fora
Fora is the modern travel agency, redefining what it means to be a travel advisor in today’s world. We’re a next-generation platform that provides a comprehensive, business-in-a-box solution—combining cutting-edge technology, personalized training, a vibrant community, and exclusive industry partnerships—all designed to empower anyone with a passion for travel to turn that passion into a thriving business. Whether you're a travel enthusiast or an experienced professional, Fora equips you with everything needed to launch and scale a successful travel advisory business, making it the ultimate way to align work with your lifestyle.
At the heart of Fora is our mission: to enable 100,000 entrepreneurs to transform their love for travel into a fulfilling full-time or part-time career, offering unparalleled flexibility, autonomy, and support. We believe that everyone, from seasoned travel professionals to first-time entrepreneurs, can build a career that’s both profitable and aligned with their passions.
Our platform combines innovative technology with the human touch, offering:
- Best-in-class training programs to help agents develop expert knowledge, no matter their starting point.
- A powerful suite of tools for booking, client management, and marketing, ensuring agents can focus on delivering exceptional travel experiences.
- Access to an engaged community of fellow advisors, fostering collaboration, support, and shared learning.
- Exclusive partnerships with top travel brands, providing access to competitive rates, perks, and experiences that elevate advisors’ offerings.
Since our founding in 2021 by experienced travel entrepreneurs Henley Vazquez, Jake Peters, and Evan Frank, Fora has experienced rapid growth, expanding to a team of 70+ full-time employees based in downtown New York City. We are proud to be backed by an incredible group of investors, including Forerunner Ventures, Insight Partners, and Heartcore Capital, whose support underscores our commitment to building a platform that not only revolutionizes the travel industry but also creates meaningful opportunities for individuals everywhere.
Fora is a mission-driven company that believes in the power of entrepreneurship, community, and passion. As we continue to grow, we are looking for more talented and like-minded individuals to join our team - people who are excited about transforming the travel space and helping us scale our vision globally.
About The Role
Key Responsibilities
- Enhance Operational Efficiency: Implement AI-driven solutions to reduce the workload on human support agents, allowing them to focus on more complex, high-touch tickets.
- Improve Advisor Experience: Build frameworks and resources to empower advisors with self-service options, making support interactions more seamless and efficient.
- Make Data-Driven Decisions: Create and maintain dashboards and forecasts that inform resource planning and capacity management.
- Support Strategic Initiatives: Lay the groundwork for scaling operations, including exploring offshore resources and moving towards 24/7 support.
- Self-Service Resource Development: Enhance self-service options by improving help center articles and internal documentation. Work with training and marketing teams to develop advisor-facing resources that empower advisor to access help asynchronously.
- Daily monitoring of Support queues: Forecast ticket volume and capacity needs to ensure adequate support coverage. Coordinate daily on operational queue management across multiple support teams.
Requirements
- 2–4 years of experience in customer support, product operations, operations, or a similar field.
- Proficiency in administering ticketing platforms (e.g., Intercom) and proven track record of improving customer support operations (e.g., SLA, response time, CSAT)
- Basic understanding of AI tools, particularly in customer support automation (e.g., chatbots, AI-driven FAQs).
- Experience creating dashboards, tracking metrics, and forecasting using tools like Excel, Tableau, Looker or other BI/analytics tools.
- Capability to lead and manage offshore/remote resources or freelance teams.
- Excellent written and verbal communication.
- Empathy for advisors and a personable, service-oriented approach.
- Unwavering attention to detail.
- Self-starter with a strong sense of initiative and ownership.
- Ability to influence and inspire cross-functional teams.
Strongly Preferred:
- Hospitality or travel advising experience.
- Strong familiarity with self-service resources, such as help centers or knowledge bases.
Compensation
Annual salary is $90-$105k + equity. Other benefits include:
- Unlimited vacation
- Health Insurance (including an option completely covered by Fora HQ)
- Dental & Vision Insurance
- ClassPass Memberships
- 401k plan
- Commuter Benefits
- Supplemental Life Insurance
- Stock Options
This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.
Our Values
We’re forging our own path
Fora has always been about driving change within the industry. We’re not interested in maintaining the status quo.
We’re stronger together
Community is our cornerstone and collective power is our strength. We believe we can all go further when we operate together, using our combined leverage to unlock better opportunities and outcomes for our advisors, partners, and travelers.
We believe in technology
We believe technology is an answer to some of the most fundamental challenges the travel industry faces. We believe advancements in AI, bold investments in our platforms, and a world-class data infrastructure will transform the work of our advisors and our partners, while creating better travel experiences for travelers.
We’re here to serve
We operate in service of our community and believe that when they’re empowered to focus on what they do best, we all win. It’s why we relentlessly advocate for our advisors and prioritize their best interest every step of the way.
We mean business
Fora is equal parts fun, meaningful work and serious travel business. We’re unlocking opportunities for thousands of travel entrepreneurs, delivering a stream of high-quality guests at scale for our partners, and providing a superior travel experience for our travelers. It’s a better equation for the future of our industry.
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WORK AUTHORIZATION
You must have authorization to work in the United States. Fora is unable to assist applicants with obtaining work authorization.
EQUAL OPPORTUNITY
Fora is committed to an equitable hiring process and an inclusive work environment. BIPOC and traditionally underrepresented candidates are strongly encouraged to apply. We will not discriminate and will take action to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression or any other characteristic protected by law.