[Hiring] Engagement Operations Associate @Intellect

Role Description

The Engagement Operations Associate is dedicated to managing all operational and engagement aspects for our providers globally. This role is essential for ensuring smooth operations, effective communication, and high-quality service delivery within our network. The new hire will assist with network engagement efforts by managing communication with providers, providing support to operational issues, and promoting professional growth. Their responsibilities will include:

• Responding to email inquiries
• Onboarding new hires
• Contributing to community initiatives

The ideal candidate will collaborate with our service network, operations, and clinical teams to ensure service quality and excellence.

Qualifications

• 1-3 years of experience in community management, operations, or a related role in a start-up environment
• Fluent in English and local language, both written and spoken
• Comfortable using data software and updating documentation; prior experience using Freshdesk & Metabase is a bonus
• Strong organizational skills to manage multiple tasks and priorities effectively
• Ability to handle inquiries and manage issues proactively
• Strong verbal and written communication skills
• Strong attention to detail in data monitoring and management
• Willingness to support various tasks as needed
• Ability to work collaboratively with cross-functional teams

Requirements

• Support onboarding processes for new providers, ensuring they are equipped with the tools, knowledge, and resources to excel in their roles for seamless integration into our network
• Organize and facilitate regular network engagement activities, including hosting monthly virtual townhalls
• Schedule and coordinate regular training, group supervision, and Q&A sessions in collaboration with the Clinical team
• Handle provider-related inquiries and concerns
• Escalate complex operational issues to the relevant Operations team personnel
• Maintain clear and organized communication channels
• Present consolidated feedback to leadership with actionable insights
• Track and analyze engagement metrics for trends
• Collect and leverage feedback to identify areas for improvement
• Maintain thorough records of provider interactions, escalations, and resolutions
• Prepare accurate calculation of compensation based on agreed rates and contractual terms
• Work closely with cross-functional teams to ensure coordinated efforts
• Assist with service deployment for specific on-site or ad hoc requests
• Support commercial events, client delivery, and other initiatives as needed
• Review and verify professional qualifications including local regulation or licensing credentials
• Drive provider quality by overseeing mandatory training completion and compliance audits
• Contribute to the development and execution of new processes or tools
• Review existing policies and procedures to ensure alignment with best practices
• Maintain and regularly update a shared repository of operational resources

Benefits

• Global company – work in a diverse environment with people from nearly 20 countries
• Generous leave policy – time off to rest and recharge
• Christmas week off – company-wide break during Christmas, separate from annual leave
• Birthday leave – enjoy a day off on your birthday
• Quarterly mental health days – one day off every quarter to focus on your wellbeing
• Flexible work arrangements – work in a way that suits your lifestyle and goals
• Work-life balance – a culture that values personal time and long-term wellness
• Medical coverage – comprehensive insurance for peace of mind
• Performance bonus – high performance is recognized and rewarded
• Development budget – annual allowance to support your professional development
• Mental health support – premium coaching access to our mental health app and resources
• Socials and communities – regular non-work events/activities to connect and have fun together