Marketplace Product & Operations

Mento is a human and AI coaching company on a mission to help people perform their best at work. We’re reinventing how companies develop their talent by pairing them with top operators in their field for 1-on-1 coaching and mentorship, and leveraging AI to build a solution that can scale our impact.

Our partners include Anthropic, Gusto, Whatnot, 1Password, Brex, Vercel, and Cox Enterprises. We’re backed by leading VCs including Slow Ventures, M13, and Twelve Below.

As Mento’s Marketplace Product & Operations lead, you’ll transform our member-coach experiences from high-touch, manual processes into scalable workflows without compromising quality.

You’ll start by owning and evolving Mento’s matching process: a system that currently delivers exceptional outcomes (>4.9/5 satisfaction) through a high-touch hands on process. Your job is to help build a scalable system by building and iterating on AI-augmented matching and onboarding.

You’ll also build and automate workflows across the full member journey and coach-member touchpoints, ranging from email communications to operational tooling. You’ll combine marketplace intuition, operational rigor, and hands-on AI fluency to ship systems that improve speed, consistency, and experience quality.

• 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.

• 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 Qualifications

• + 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.
  

• We are a company dedicated to empowering professionals to live meaningful careers. That starts with our culture at Mento. 
• You’re very excited about being part of a team crafting novel ways for people, teams, and companies to unlock their performance, growth, and how we all work together.
• We work hard to foster a workplace built around trust, respect, collaboration, and having fun.
• We are a highly collaborative work environment where every team member plays a critical role in building our products, shaping our culture, and growing our business.  We operate in a fast-paced environment where ideas, experimentation, and execution matter equally. This is a unique opportunity to join an early-stage, mission-driven team.
• We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. If you’re passionate about helping more people feel and perform their best at work, we want to hear from you.

🏢 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