Job Description

GENERAL STATEMENT OF DUTIES  

The Product Operations & Growth Manager is a unique, cross-functional role that blends high-touch customer service and logistics management with proactive business development. This role ensures a seamless customer experience from first inquiry to final delivery, while also contributing to national growth by cultivating strong relationships and identifying opportunities to improve how we serve. 

Ideal candidates are go-getters who thrive on owning systems and building relationships. They’re energized by troubleshooting logistics one moment and following up with a warm lead the next. They understand that connection is Intercambio’s superpower—and that smooth operations and relational trust go hand in hand. 

This position is full-time (36 hours per week) and reports to the Chief Product and Programs Officer. This role will be expected to work in our Boulder & Longmont offices each week, and from home. 

We welcome your cover letter and resume at jobs@intercambio.org. Only submissions with a cover letter will be considered.  

KEY RESPONSIBILITIES  

Customer Success & Relationship Building  

• Serve as the primary point of contact for prospective and returning customers related to ordering and accessing materials. 
• Build trust with customers throughout the ordering process through timely, thoughtful communication and a strong understanding of their program needs. 
• Proactively follow up with prospective users (leads) to support onboarding and sustained engagement. 
• Troubleshoot order issues including accessing digital materials and logistics concerns with care and professionalism. 
• Collect and document customer insights, issues, and testimonials to inform continuous improvement. 

Sales Engagement & Growth Support  

• Coordinate follow-up communications and proactive outreach to drive product and membership interest for customer leads. 
• Represent Intercambio at virtual events and at several in-person conferences to support lead cultivation. This position requires limited out-of-state travel. 
• Collaborate with the Product Sales and National Network team on network growth and new product offerings. 

Logistics, Order Fulfillment & Inventory  

• Oversee physical and digital product fulfillment—including shipping, access to materials, and coordination with print vendors. 
• Maintain strong vendor relationships with order fulfillment and printing company 
• Manage inventory status and projections, including ordering of all print materials, to prevent shortages or overages. 
• Manage order processing, purchase orders, invoicing, and overdue payment communications. 
• Liaise with shipping vendors and internal stakeholders to resolve any delivery or access issues. 

Operational Excellence & Systems Support  

• Maintain accurate customer and organizational data in Salesforce and order systems (WooCommerce, AutomateWoo). 
• Keep product-related website content up to date in collaboration with the marketing and digital teams. 
• Contribute to process documentation and SOPs to improve team efficiency. 
• Support special projects related to improving the customer journey or piloting new offerings. 

WHO THRIVES IN THIS ROLE  

• A self-starter who finds energy in improving systems and supporting people. 
• Someone who sees relationships and operations as two sides of the same coin. 
• A team player who loves solving problems, communicating clearly, and turning insight into action. 
• A detail-oriented multitasker who can move between back-end logistics and front-facing communication with ease. 
• Someone who enjoys the challenge of wearing multiple hats and thrives in a fast-paced, mission-driven environment. 
• A natural relationship-builder who’s curious, personable, and comfortable engaging in consultative sales conversations without being heavy-handed. 
• Someone who enjoys learning from others, growing alongside a team, and contributing ideas in a collaborative environment. 
• A proactive communicator who doesn’t wait to be asked and takes pride in anticipating needs. 
• A person who takes ownership of the details because they understand it’s part of delivering excellent service. 

QUALIFICATIONS  

Required  

• 3+ years in operations, customer service, or sales/business development. 
• Excellent communication skills and a people-first mindset. 
• Strong organizational skills and comfort managing multiple priorities. 
• Proficiency in Microsoft Office and cloud-based tools. 

Desired  

• Experience in education, adult literacy, ESL instruction, or nonprofit service delivery—especially in community-based or learner-centered environments. 
• Proficiency in Salesforce and WooCommerce, or related CRM and online shop platforms 
• Knowledge of English language learning and the challenges faced by adult learners and the programs that support them. 
• Experience working cross-functionally on a remote or hybrid team, with comfort collaborating across departments and roles. 

GENERAL STAFF EXPECTATIONS  

• Participate in staff meetings, retreats, and fundraising events. 
• Attend regular check-ins with manager and contribute to a positive team culture. 
• Uphold Intercambio’s mission and values, including our commitment to diversity and inclusion. 

GROWTH POTENTIAL  

This role is designed with long-term growth in mind. As Intercambio continues to expand its national reach, this position offers future pathways into operations leadership, account management, or partner success—depending on skills and interests. 

SALARY & BENEFITS  

Starting Salary Range: $61,000-$65,000 depending on experience. Intercambio also offers a competitive benefits package that includes: 

• Health insurance, vision insurance, and dental insurance. Intercambio pays 80% of the premiums for good, basic employee coverage currently through Anthem BCBS. Enhanced medical coverage is available for the cost of the difference between plans. 
• Life insurance. Fully paid $50K policy 
• Simple IRA after 1 year with a company match of 3% 
• Funds for annual professional development 
• Paid time off/sick time. 21 days of paid vacations and up to 10 days of paid sick leave per year, increasing after two years. 
• Generous company holiday schedule, including 6 company holidays plus the week off between Christmas and New Year’s Day 

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