Welcome to the Director of People and Operations round 3 interview
Please complete the following objective to the best of your abilities within the next 3 hours. Pay attention to time. Be sure to read all directions thoroughly. Details matter. Please use the Google Suite for all documents.
You MUST send us your Submission Email BEFORE your scheduled interview start time. Please join the Zoom room at least 1 minute prior to your scheduled interview. Please be prepared to share your Zoom screen at the beginning of the interview to walk us through your completed materials.
Create and present a client success & happiness tracking system for our clients
To understand the client journey through the Vegan Superhero Academy program, please reference this high-level Client Onboarding Document that details the onboarding process. Once a client is fully onboarded, they can expect frequent communication from their coach throughout the week via text, as well as a weekly check-in Zoom call that switches to bi-weekly as the client is ready. Clients are encouraged to participate in the Facebook group to support consistency and a sense of community within the group. There are weekly live educational calls hosted in the community, as well as a library of educational resources in our Teachable learning modules. A coach will update nutrition and training programs to suit the clients’ evolving needs along their journey and offer dynamic support to help them navigate any of life’s potential obstacles (travel, work, life changes, etc.). As a client’s time nears the end, they will be offered a call with our Momentum Coach Leader to review their progress in the Vegan Superhero Academy, and discuss extending their time in the program by joining Momentum (a 12-month additional phase in the program). At this point, the client either continues into Momentum, or they wrap up their time with their coach and prepare to graduate from the program.
Objective 1) Track Client Feedback
Airtable is a platform we use daily to maintain records and data within The Vegan Gym. It is a multi-functional database system that allows us to create records and display and organize them in meaningful ways.
Your first objective is to create client feedback forms for at least three main points in a client’s journey -
After the onboarding process with their coach
During their time in the program
After the client graduates from the program
Implement these forms as a centralized system for clients to submit feedback or raise concerns.
Ask yourself: What information will we need to effectively track and understand the client experience?
Then ask yourself: How would the team reviewing these submissions need to see this information organized?
Key Metric to consider: Anything less than a 4-star experience should be addressed, as expected client satisfaction levels are not being met.
Create the following views:
Create a view with all submission information grouped by the coach the client is working with.
Create a view with filters so we only see submissions with a 3-star or below overall experience rating.
You probably do not have experience with Airtable. That’s okay. You don’t need Airtable experience to complete this portion of the objective. It is a very user-friendly platform. You can create a free account and should utilize any tools or resources available to you. There are tons of great Airtable help articles online.
You should watch this quick Airtable tutorial video before you begin.
Objective 2) Improving Our Client Experience
Part 1: Strategy Development for Client Happiness and Success
Develop a strategy to track and improve client happiness and success for the Vegan Superhero Academy (an online nutrition and fitness coaching company). Consider how to gather and analyze client feedback (including, but beyond the forms you created for Objective 1), personalize the client experience, and ensure operational efficiency.
Part 2: Defining Client Experience KPIs
Define the key performance indicators (KPIs) for client experience that you believe are critical for the company. You should identify 3-5. Explain the rationale behind each KPI and propose initial targets or benchmarks for these metrics that you would aim to achieve in the first 6 months on the job.
Part 3: Problem-Solving Scenario
Imagine a situation in which client satisfaction noticeably declines. Outline your approach to analyzing this issue and detail the immediate and long-term actions you would propose to address the problem and prevent its recurrence.
Please create a Google Doc with a table of contents. And use Montserrat font.
Submission Email
Please email all of your objectives to Leif (leif@thevegangym.com), Daphne (daphne@thevegangym.com), and Carly (carly@thevegangym.com).
Your email should have the following format:
Email Subject: Your Full Name - Completed Objectives
Email Body:
First and Last name
Objective 1: Share a link to your Airtable base with Leif (leif@thevegangym.com), Daphne (daphne@thevegangym.com), and Carly (carly@thevegangym.com) that grants us all “Creator” access.
Objective 2: Link to your Improving Our Client Experience Proposal (Google Doc). Be sure to check the share permissions to be sure we can open it.
You are welcome to include any additional information you would like to share about the assignment or your application.
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