Senior Associate, Care Operations
Our client operates within the home services industry, connecting homeowners with skilled professionals to complete home projects. Founded in 1995, the company has grown into a global platform with multiple brands across several countries, facilitating hundreds of millions of home projects for homeowners and professionals alike.
About the Opportunity
The Senior Associate, Care Operations supports the Care Operations team by developing and executing staffing strategies for frontline support and success agents. This role contributes to workforce optimization, operational planning, and improving tools and processes to enhance the experience of both professionals and homeowners. It combines data-driven analysis, strategic planning, and cross-functional collaboration to improve efficiency and operational performance.
Responsibilities
- Support workforce management planning for phone-based support teams and coordinate with external vendors.
- Assist with forecasting, reporting, and vendor communications.
- Develop expertise in operational tools and platforms, including AI applications, to improve call efficiency and financial key performance indicators.
- Validate and process vendor invoices based on service contributions.
- Optimize staffing plans across multiple teams by analyzing key performance indicators related to headcount planning.
- Build and improve reporting tools that increase performance visibility and support strategic decision-making.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 1–3 years of professional experience in operations, strategy, or a related field with measurable results.
- Strong analytical skills with an understanding of process optimization and project management.
- Strategic thinking skills with the ability to translate ideas into actionable plans.
- Experience with business intelligence tools such as Looker or Tableau.
- Familiarity with Salesforce Service Cloud or Playvox is a plus.
- Ability to adapt and manage multiple responsibilities in a fast-paced environment.
- Excellent written and verbal communication skills.
- Comfort and curiosity with using AI tools to improve operational efficiency.
- Strong consultative and communication skills with internal and external stakeholders.
- Proficiency with Microsoft Excel.
- Experience with eligibility, accumulator, or claims file feeds.
Pay
Salary range of $60,000–$85,000 annually, with geographic variation based on experience and performance. Eligibility for a competitive year-end performance bonus and equity.
Benefits
- Comprehensive medical, dental, and vision insurance.
- Flexible vacation policy.
- Pet discount plans.
- 401(k) retirement plan with company match.