Accelerator Operations Lead - Innovation Works-Reports to Director of Accelerator Programs

Accelerator Operations Lead

Job Description

About the Role :

The Customer Experience Manager role is highly visible within the startup community and will have the opportunity to shape the AlphaLab family of accelerator programs.

This is a new role, and the person in this position will lead efforts to ensure an excellent customer experience for AlphaLab founders during the program.

This role provides a customer success layer across Innovation Works’ accelerator programs, including AlphaLab, AlphaLab Gear, AlphaLab Health, and the Robotics Factory Accelerate program, where we launch 20+ startups per year.

The Customer Experience Manager will build relationships within the Pittsburgh startup community and beyond through our extended network and involvement in Morrow, a global network of accelerator programs.

Ideal Candidate :

Primary Responsibilities :

Program Operations :

• Organize and lead events, including programming, founder / mentor / investor networking events, and partner and community events that support software companies.
• Consistently utilize CRM (Salesforce) and related tools to track value-added offerings to our customers.
• Manage a budget focused on customer experience and alumni engagement, including planning, vendor selection, and budget tracking.

Company Engagement :

• Engage with companies throughout the AlphaLab program to ensure a world-class customer experience.
• Leverage domain expertise and functional skills to assist companies as applicable.
• Continue to support accelerator companies post-program as part of alumni engagement efforts.

Partner and Network Relationships :

• Support efforts to build networks (corporate, mentor, alumni / entrepreneur) for Innovation Works by nurturing strategic individual and partner relationships defined by the accelerator team.
• Represent Innovation Works / AlphaLab at community and partner events through attendance, participation, and speaking engagements.

Application Process and Management :

• Support the AlphaLab application process and work with the Accelerator Team to reach decisions and get companies under contract.
• Lead accelerator application recruitment and selection processes, including application office hours, review of applications, interviews, follow-up, and support company selection.

Internal Collaboration :

• Collaborate with the Accelerator Team to create a customer experience foundation across IW’s family of programs (AlphaLab, AlphaLab Gear, AlphaLab Health, Robotics Factory).
• Collaborate with internal partners (e.g., Marketing, Platform, Investment Team) to manage cross-sector team engagement with founders during the accelerator program and communicate available resources.
• Work with the Platform Manager and Program Managers to deliver cohesive offerings for AlphaLab companies based on evolving needs and define a platform of accelerator services that complement the core accelerator curriculum.
• Deliver against team and individual performance KPIs around network development, company engagement, and NPS score.

Qualifications and Requirements :

• Bachelor’s degree and a minimum of 5-10 years of experience.
• You have demonstrated the ability to manage multiple projects and time-sensitive issues for various stakeholders with attention to detail, deadlines, and overall quality.
• Ability to execute program operations individually while working with the accelerator team.
• Flexibility and adaptability in a fast-moving environment.
• Strategic thinking and tactical execution capabilities.
• Proficiency with productivity tools such as Google Apps, Slack, Calendly, and Salesforce.
• Strong interpersonal skills, leadership, teamwork, and communication skills.
• Ability to communicate with substance in a direct, transparent, and empathetic manner.
• Ability to drive operational decisions and lead projects independently, with minimal supervision.
• Ability to maintain confidential information.
• Exemplify core values of integrity, innovation, inclusion, collaboration, and service.

Innovation Works, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.