Operating Memory Lead

About the Company

Harper is an AI-native commercial insurance company in San Francisco. We're rebuilding the entire business as software, turning expert human judgment into compute to transform a trillion-dollar industry.

Responsibilities

• Capture tribal knowledge by embedding with sales, intake, service, placements, and renewals
• Build operating memory by turning transcripts, Slack threads, and Looms into source-of-truth docs and playbooks
• Use AI as a force multiplier to build repeatable workflows that turn raw context into decisions and SOPs
• Shape meetings to produce useful AI-legible artifacts like decisions, owners, and edge cases
• Document workflow breaks, including reworks, escalations, and customer confusion
• Translate operations into product requirements by sitting between operators and engineering
• Maintain the knowledge base by keeping docs current and assigning owners
• Turn repeated problems into systems, playbooks, or QA checks

Requirements

• 2–8 years in research, product ops, knowledge management, technical writing, implementation, chief-of-staff, or startup operations
• Exceptional written communication and synthesis skills
• Strong AI-tool fluency (Claude, ChatGPT, Granola, structured prompting)
• Demonstrated ability to interview stakeholders and extract operational detail
• Strong information-architecture instincts
• Comfort in a fast-moving, ambiguous startup environment
• Based in San Francisco or willing to relocate

Preferred Qualifications

• Backgrounds in qualitative/academic research, ethnography, instructional design, or library and information science
• Experience in AI ops or human-in-the-loop work
• Proven ability to create artifacts that change organizational behavior