[Hiring] Operational Excellence Specialist @Oyster

Role Description

We are looking for an Operational Excellence Specialist (Onboarding) who will be responsible for completing onboarding tasks that require deep focus and operational efficiency. Our Onboarding Operations team oversees team members and customer onboarding operations. This team is a subset of the larger Lifecycle Operations team which is dedicated to ensuring an exceptional Customer and Team Member Experience. In your role, you'll collaborate closely with our other stakeholder teams such as Legal, Sales, and Product while supporting onboarding operations for one or more products based on business needs.

• Ownership of the administrative integrity and execution speed of the onboarding lifecycle.
• Ensure that every onboarding phase is completed with 100% accuracy.
• Work alongside other operational teams to create a seamless customer and team member experience.

Key Responsibilities

• Execute onboarding tasks within Zendesk and our Oyster platform, following processes and best practices.
• Audit new hire documentation for completeness and accuracy before passing data to our partners.
• Monitor and meet strict "Time to Resolution" targets, ensuring no task sits idle at any stage of the execution funnel.
• Act as the primary liaison for the customer service team when execution roadblocks occur.
• Provide feedback and/or actively maintain our customer self-service tools.
• Keep up to date with Product releases or changes to process and provide feedback on the Oyster platform.

While your initial focus will be on mastering and executing our onboarding engine, you will have the unique opportunity to influence the scope of this position as we scale.

• Identify bottlenecks and champion efficiencies.
• Redesign workflows, pilot new operational tools, and help define what "Operational Excellence" looks like for the next phase of our company’s growth.

Qualifications

• 3+ years of proven experience in high-volume data management or back-office operations.
• First class attention to detail, organizational and analytical skills, and a proven work ethic.
• Customer first mentality: ability to empathize with customers and ensure their satisfaction.
• Proficiency in Zendesk or similar ticketing/workflow systems.
• Experience in following and improving team processes for a consistent customer experience.
• Comfortable in a high-paced work environment; thrives as a team player and when working autonomously.
• Excellent interpersonal skills, determination, tenacity, and a sense of humour.
• Remote-first advocate and passionate about creating change in the future of work landscape.
• Driven by the social impact mission and desire to influence global change and employment opportunities.
• [BONUS] Knowledge of employment practices in more than 1 country.
• [BONUS] Ability to speak languages other than English fluently.

Requirements

• A reliable home internet connection (or be able to get one).
• Fluent English language skills.

Benefits

• Work from anywhere: no borders or HQ; work is timely and team is supported.
• Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Access to Plumm, our mental well-being service.
• Monthly wellbeing allowance in your ThanksBen wallet.
• Flexible parental leave: at least three months’ paid leave for new parents.
• Stipend for your laptop and home office equipment.