About Fathom

Fathom delivers the highest quality text analytics for market researchers, consumer insights teams, and public opinion pollsters from open-ended survey data and customer feedback. Fathom is a unique human in the loop AI system that delivers themes and insights from open-ended data with unparalleled accuracy. Since launching a year ago, Fathom has quickly gained traction as the text analytics tool of choice for leading brands and agencies.

About the Role

The Data Processing Program Manager is responsible for the day to day operations of the qualitative data processing team. This team works with Fathom’s AI to generate, revise, and apply themes, codeframes and insights to customer data. The Program Manager oversees the processing and qualitative coding of open-ended data in the Fathom platform, which includes project and workforce management, ongoing quality control, producing training materials, and responding to internal and external user questions. Additionally, this role will work directly with the Fathom AI platform to produce code frames for customers; and to provide feedback to the product team. This role reports to the Director of Customer Success, and collaborates with Product and Operations.

About You

You love data analysis, enjoy qualitative data best, and are pretty darn good at open-ended data analysis. You are also a process person, and love a good Kanban board. Refining workflows, systems and best practices to help teams, both internal and external, consistently get the most out of their data is rewarding for you. You are excited about being on the ground level of a start up and are happy to wear a few hats every day, jumping in where needed to support data science, product development and customer success to develop software that makes open-ended analysis a delight. You work well in a remote environment; are a self starter known for your high standards of excellence and accountability; who values contributing to collaborative culture.

Responsibilities

• Program Management of data processing: Continuously improve the design and scalability of our human-in-the-loop process, through system and process design and optimization

• Project Management  of coding team: Schedule, manage and support PT coding workers; and oversee the project management systems for this workforce

• Work with AI to code qualitative data: Process customer data using Fathom AI software to label verbatims, identify themes, & deliver insights in dashboards

• Quality review and feedback to coding team: Review finalized code frames processed by other qualitative coders for quality and provide feedback as needed

• Project Management of coding team: Schedule, manage and support PT coding for this workforce Fri - Sun

• Format data files: Wrangle, reformat and transform customer data as necessary for platform integration and customer success

• Process translation: Translate customer files from other languages to English leveraging software solutions

• Testing and feedback: Support product, engineering and data science as requested to test, support development of, and provide feedback on new tools and features

• Customer Support: Support customer needs with onboarding, troubleshooting and optimizing their product experience as directed by Director of Customer Success

• Coding workforce Support: Support management with sourcing, training, and supporting part-time, casual, qualitative coding contract workforce

Qualifications

• 2+ years in market research, public opinion polling or consumer insights 

• 2+ years in project management or program design

• Excellent qualitative coding and/or text analysis skills

• A proven record in team leadership, drawing from strong process orientation

• Excel and SPSS competency, including format conversion and data manipulation 

• Preliminary competency + a ton of curiosity about product, software and AI

• Enjoy customer interaction and supporting others with data challenges

• Ability to balance competing priorities in a fast-paced environment

• Strong personal accountability in a remote work environment 

• Excellent interpersonal and communication skills

Compensation

This is a full-time employee position. The salary range is CAD $56,700 - $72,000, commensurate with experience. 

We offer comprehensive healthcare benefits RRSP, home office funds, wellness benefits, generous vacation, parental leave and professional development policies.

Our team is remote

Apply from anywhere in Canada. You will be supported to ensure you have a comfortable remote work set up. Travel is required for team collaboration events on a quarterly basis.

We are committed to building a workplace as diverse as the communities we serve.

We especially encourage women, people of colour, folks from diverse educational backgrounds, those who identify as queer and others who are underrepresented in the technology or research fields to apply.