Mento · 1 week ago
Marketplace Product & Operations
United States
Full-time
Remote
Mid, Senior Level
4+ years expMento is a human and AI coaching company on a mission to help people perform their best at work. As the Marketplace Product & Operations lead, you will transform member-coach experiences into scalable workflows and own the matching process to enhance quality and efficiency.
Career PlanningInformation TechnologyInternetProfessional Services
Responsibilities
Own coach-member marketplace KPIs and use data to drive continuous improvement: match quality, time-to-match, coach utilization, member satisfaction, coach satisfaction, matching efficiency and cost
Develop and execute the strategy to move Mento’s matching from human-powered to AI-augmented within 3–4 months, while building, iterating, and deploying LLM-powered matching tools supported by prompt development, evaluation criteria, feedback loops, and human review
Own and optimize the full member journey, and enable transition from a hands-on member experience to a high-touch, personalized experience that can scale
Design experiments to measure model performance vs. human decisions: accuracy, match quality, failure modes, and edge cases. Develop monitoring and QA processes to ensure AI workflows remain reliable and aligned with the experience
Lead with an experimentation mindset – constantly piloting tools, testing solutions, and running experiments that increase efficiency and improve outcomes without sacrificing personalization
Maintain deep knowledge of member personas and coach profiles (specializations, styles, capacity) to inform both manual and algorithmic matching decisions
Qualification
Required
Have previously built workflows that measurably improved operational speed, efficiency, or quality in previous roles
Understand how to work with AI as a thought partner: you prompt well, evaluate outputs critically, and know when humans should stay in the loop
Love 0→1 problems and want to build systems that scale. You thrive in ambiguity and can create clarity, structure, and momentum
Are analytical and comfortable with data tools (SQL, Excel, etc.) to drive decisions
Have strong interpersonal skills and can build trust with stakeholders
Move quickly with a bias to action: no task is beneath you, and you lead from the front
Enjoy connecting with people, are a great listener, and stay curious about what makes coaching impactful
Are highly organized and able to prioritize and juggle multiple tasks
You are a creative thinker who likes to explore the intersection of technology & human capabilities
Preferred
+ years of hands-on experience using LLMs and AI tools to improve workflows in a professional setting, with clear examples and measurable results
Experience improving matching, pairing, or recommendation systems in a two-sided marketplace (coaching, recruiting, talent, matchmaking, etc.)
Project management and process improvement experience with measurable results
Comfort/fluency with AI tools, CRM systems (Hubspot), workflow automation platforms (Zapier), and scheduling tools
Benefits
🏢 San Francisco Bay Area and LA Offices: we offer a hybrid work model in a collaborative office environment for SF Bay Area or LA-based employees
💰 Competitive salary and equity
🏥 Medical, dental, vision, and a 401k plan
🌴 Unlimited vacation (We actually mean this! it's important to keep yourself fresh)
👥 Access to your own Mento Coach
🚊 Commuter benefits for Bay Area transportation
Company
Mento
Mento is a career coaching and mentorship platform.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$7.9M2023-02-01Seed· $5.95M
2020-10-01Pre Seed· $1.95M
Leadership Team
Alex Marcus
Co-Founder & Co-CEO
Jamie Albers
Co-founder & Co-CEO
Recent News
FF News | Fintech Finance
2025-09-19
Company data provided by crunchbase