Relationship Manager - Host Operations

About Goodera

Goodera is the worlds leading employee volunteering platform, powering companies to scale employee volunteering experiences globally through our innovative technology platform and unique operating model. With a presence in over 100 countries and support for 30+ languages, we connect over 500 clients, including 60+ Fortune 500 companies, with meaningful volunteer opportunities tailored to their communities. To date, our impact has reached over 10 million beneficiaries, powered by 1 million+ employee volunteers and a network of 50,000+ nonprofit partners. Growing at 100% year on year, we are backed by top investors including Zoom Ventures, Elevation Capital, Nexus Venture Partners, Omidyar Network, and Ursula Burns.

As we expand our portfolio of large-scale volunteering events, employee engagement activations, and flagship client experiences, were looking for an experienced Event Production Manager to own execution of our most strategic events across the United States.

The Role

As a Relationship Manager, youll own the experience of every host in your region — from the moment an event is booked to the moment its successfully delivered. Youll be the person hosts turn to when something changes at the last minute, and the person who makes sure it never shows on the client side. This is a relationship-first role built on top of real operational rigor: youll work against clear service standards, not vague expectations, and youll have the ownership to make judgment calls when things get busy.

What Youll Do

• Own the Host Journey
• Act as the dedicated relationship manager for a portfolio of hosts across your region.
• Build strong relationships through proactive communication and regular engagement.
• Guide hosts through onboarding, training, certification, and ongoing development.
• Drive host retention, satisfaction, and long-term engagement.
• Event Operations
• Own host mapping and event allocations for your region.
• Ensure hosts are trained and event-ready before every engagement.
• Coordinate travel, sample kits, and operational readiness where required.
• Proactively identify risks and resolve operational issues before they impact events.
• Performance & Quality
• Monitor host performance using operational and experience metrics.
• Conduct feedback reviews and coaching conversations.
• Recognize top performers while supporting underperforming hosts through structured improvement plans.
• Maintain high standards of event quality and host experience.
• Cross-functional Collaboration
• Partner with Recruiting to ensure smooth onboarding and regional capacity planning.
• Collaborate with Finance and Payments teams to resolve host payment queries.
• Work closely with Product to identify automation opportunities and improve internal tools.
• Coordinate with internal stakeholders to deliver a seamless host experience.
• Process Excellence
• Identify operational inefficiencies and recommend scalable improvements.
• Maintain accurate host data and documentation.
• Drive SLA adherence across all stages of the host journey.
• Contribute to new processes, SOPs, and automation initiatives that improve team efficiency.

Timings

We are looking for candidates who are open to work within either of these timings:

• US (MT + PT): 6:00 PM – 3:00 AM IST
• EU + LATAM: 2:00 PM – 11:00 PM IST
• APAC + Rest of World: 8:00 AM – 5:00 PM IST

What Youll Bring

• 3–5 years of experience in Customer Success, Community Management, Account Management, Operations, Program Management, or Relationship Management.
• Exceptional verbal and written communication skills.
• Strong stakeholder management and relationship-building abilities.
• Highly organized with excellent project management skills.
• Comfortable managing multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving mindset.
• Ability to work independently with high ownership and accountability.
• Experience working with global teams or international customers is a strong advantage.
• Startup experience is preferred.

What Success Looks Like

• Your hosts feel prepared, supported, and glad to work with Goodera again. Your events run without surprises reaching the client. And the relationships you build are quietly one of the biggest reasons our clients keep coming back.
• Build strong relationships with your assigned host community.
• Ensure high host readiness and operational excellence across your region.
• Improve response times and host satisfaction.
• Drive consistent SLA adherence across the host lifecycle.
• Identify opportunities to automate manual processes and improve scalability.
• Partner effectively across Recruiting, Product, Finance, and Operations to continuously enhance the host experience.

Why Join Goodera

Youll play a key role in building one of the worlds largest global host communities, directly shaping the experience of thousands of hosts delivering volunteering programs across 100+ countries. This is an opportunity to work at the intersection of community building, operations, and technology while helping scale a mission-driven organization globally.