Job description for Product Operations at Riliv
The Product Operations Specialist ensures the smooth end-to-end operations of Riliv's services, managing partners, executing B2B and B2C projects, operating internal tools, and coordinating across teams to maintain quality and meet client expectations.
Job Description
Partner Lifecycle Management
- Source, negotiate, and onboard partners (psychologists, counselors, financial planners, nutritionists, trainers, vendors, agencies) based on project needs
- Manage partner schedules and coordinate with team for project execution
- Run monthly partner evaluations: design surveys, map priorities, deliver report cards, and implement improvements
- Maintain partner relations through sharing sessions, e-learning content, and 1-on-1 meetings
Project Execution and Tools Operations
- Run end-to-end execution events and additional project types (group counseling, coaching, support groups, assessments, ad-hoc sessions)
- Stand by during events to ensure smooth operations
- Support B2C counseling operations, including counselor schedule management and resolution of technical issues
- Operate daily tools and configure Calendly for new and recurring corporate clients, including custom and live-event setups
- Validate counseling data across systems (Calendly, central spreadsheet, Looker) and resolve mismatches by tracing discrepancies and confirming with partners
- Maintain the partner database and ensure data flows correctly into tools for reporting
Cross-functional Coordination & Issue Resolution
- Serve as the first triage point for user and partner issues escalated from Customer Relation, routing cases to the right team (Tech, Partner Ops, Account Relation) and following through to closure
- Collaborate with team on bug reports, feature requests, improvement proposals, client data validation and respond to partner inquiries
- Handle escalations of complaints from users, partners, and corporate clients
Administration
- Manage correspondence (permission letters, recommendations, assignments, partner contracts)
- Calculate and process monthly partner profit sharing
- Prepare monthly operational reports
Qualifications
- Bachelor's degree in Psychology
- Minimum 2 years of experience in operations, project coordination, customer success, or a similar role
- Excellent attention to detail and highly organized, with a personal system for managing multiple parallel tasks (both recurring and project-based) and handling data from multiple sources
- Strong communication skills, both written and verbal
- Able to work independently as well as collaboratively across cross-functional teams
- Experience in mental health, healthtech, edtech, or B2B SaaS industries
- Proficient in Google Sheets/Excel (formulas, pivot tables, data validation)
- Familiarity with Calendly, Looker, or similar data visualization tools will be a plus
