About Qasa
Qasa (www.qasa.house) is a boutique hotel and retreat center dedicated to the LGBTQ+ community. We provide a space for personal exploration, radical self-expression, and deep connection with nature and community. Our mission is to create inclusive, welcoming environments where authenticity and belonging thrive.
The Vision for This Role
The Program Operations Lead is the operational engine and systems steward that keeps Qasa’s programs running smoothly, coherently, and with care. This role brings structure, clarity, and reliability to a highly dynamic, relational, and creative environment, ensuring that vision translates into execution without friction. As the resident expert on Qasa’s program technology stack and programmatic workflows, this person designs, maintains, and continuously improves the systems that power retreats, events, and participant journeys. At the same time, this is a highly relational role that depends on collaboration, empathy, and influence rather than authority. The Program Operations Lead works closely with team members and partners to ensure technology and processes are in service of people. Through process innovation, thoughtful automation, and human-centered design, this role increases operational efficiency, improves the participant and team experience, and creates the organizational breathing room needed to innovate toward Qasa’s bigger vision.
What You Will Be Doing
Program Systems & Technology Ownership
Own, administer, and drive innovation in Qasa’s full program tech stack (currently Google Workspace, Asana, Zoom, GoHighLevel (CRM), Circle, WhatsApp, Calendly), including process, access, permissions, settings, updates, and documentation.
Serve as the internal point person for troubleshooting, optimization, and best practices across all program systems.
Maintain clean, organized, and scalable digital infrastructure, including Google Drive architecture, file hygiene, and archiving systems.
Program & Event Implementation
Set up, maintain, and continuously improve project plans (Asana templates and boards) for all retreats and events, ensuring accuracy, clarity, and timely updates.
Monitor task completion across teams and partners, following up through collaboration and influence to keep timelines on track.
Support seasonal program planning by operationalizing calendars, timelines, and execution plans in alignment with program leadership (heavy scheduling/admin coordination).
Participant Journey & Experience Operations
Manage the end-to-end participant digital journey from screening and onboarding through retreat participation and post-program follow-up.
Identify and experiment with ways to bring greater structure, and streamline, automate, and improve efficiency across all program implementation processes
Ensure all participant forms, waivers, intake materials, and post-program surveys are correctly set up, distributed, completed, and tracked.
Own Circle as a program platform, including space setup, content publishing, cohort access, and ongoing maintenance.
Keep the programming calendar accurate and up to date, including calls, prep sessions, integration sessions, and operational meetings.
Author and maintain SOPs for all core program processes pertaining to participant journey and participant support.
Field inbound participant support inquiries with professionalism, clarity, and care.
Stakeholder & Facilitator Coordination
Coordinate logistics and information flow across internal teams, facilitators, tour operators, and partners to ensure everyone has what they need, when they need it.
Provide administrative support for facilitators including access to systems and coordination of materials.
Data, Compliance & Continuous Improvement
Ensure consistent completion of required forms and data inputs across participants, facilitators, and stakeholders.
Analyze program data on a weekly, monthly, quarterly, and annual basis to support impact reporting and operational insight and report back to the leadership team.
Identify patterns, breakdowns, and opportunities for improvement, proactively recommending process and experience enhancements.
What You Need for the Role
This role is all about precision, ownership, and follow-through. The right person will love systems, details, and making things work beautifully behind the scenes.
Essential
Demonstrated experience in program implementation, operations, or coordination in a complex, multi-stakeholder environment.
Superhuman attention to detail and comfort working deeply in digital systems for sustained periods of time.
Familiarity with Circle, Retreat Guru, Zoom, Calendly, survey tools, and/or similar platforms.
High technical fluency and curiosity; ability to quickly learn, master, and optimize new tools and platforms.
Strong experience with project management tools (especially Asana or similar) and cloud-based collaboration systems
Ability to drive accountability through influence, collaboration, and clear communication rather than positional authority.
Comfort juggling multiple timelines, programs, and priorities without losing accuracy or follow-through.
Strong organizational instincts and a proactive mindset for improving processes, workflows, and systems.
Customer-service orientation and ability to communicate clearly and calmly with participants and partners.
Strong adaptability and comfort working remotely with distributed teams and coordinating across time zones, roles, cultures, and working styles.
Strongly Preferred
Experience supporting wellness-based retreats, events, hospitality, education, or community-based programs.
Demonstrated commitment to and experience supporting LGBTQ+ communities, with strong cultural competence and sensitivity.
A genuine enjoyment of being the person who brings order, clarity, and reliability to complex systems.
Experience with (or desire to learn) AI tools to drive improved automation, efficiency, and ease into operational systems.
What You Can Expect
Full-time position with competitive salary and profit-sharing component.
Opportunity to work in a unique, mission-driven environment that supports personal growth, exploration, and connection within the LGBTQ+ community.