Customer Operations Associate

📋 Description

• • At Solace Corporation, we are on a mission to fundamentally transform the U.S. healthcare system, which is notoriously complex and difficult for individuals to navigate. With 88% of U.S. adults lacking the necessary health literacy, our company provides expert advocates and essential tools to empower patients, enabling them to make informed decisions and achieve better health outcomes. As a rapidly growing Series C startup, founded in 2022 and backed by leading venture capital firms such as Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP, we are building a lean, mission-driven team dedicated to this critical endeavor.
• • We are seeking a highly motivated and execution-focused Customer Operations Associate to join our expanding Customer Operations function. This pivotal role is designed to translate strategic vision into tangible reality, operating at the crucial intersection of systems, analytics, automation, and cross-functional execution. You will collaborate closely with the Customer Operations Manager, driving high-impact initiatives that will shape the future of our Customer Experience (CX) growth. This includes spearheading AI rollouts, optimizing existing CX tooling, conducting in-depth performance analysis, and implementing robust process improvements.
• • This opportunity is ideal for an individual who thrives in a dynamic, fast-paced environment, possesses a keen ability to blend structured analytical thinking with creative problem-solving, and harbors a genuine passion for building the foundational systems and processes that underpin a world-class CX organization. If you are eager to be challenged, to sharpen your skills, and to contribute to work that truly matters alongside a dedicated and caring team, Solace is the place for you. We embrace intensity and are committed to making a significant impact.
• • **Operational Execution:**
• • Provide essential support to the Customer Operations Manager in all aspects of operational planning and project management, ensuring initiatives are well-defined and resourced.
• • Actively assist in the rollout and ongoing optimization of critical CX tooling, including AI automation platforms, Quality Assurance (QA) systems, and Workforce Management (WFM) tools, to enhance efficiency and effectiveness.
• • Execute operational initiatives meticulously from the initial scoping phase through to successful implementation, ensuring all project milestones are met.
• • Foster strong partnerships with cross-functional teams, including Product, Data, and CX leadership, to facilitate project progression and alignment.
• • Maintain impeccable documentation and uphold rigorous operational hygiene across all managed initiatives, ensuring clarity and traceability.
• • **Analytics & Insight:**
• • Analyze key performance trends across critical metrics such as automation containment rates, QA signals, Service Level Agreement (SLA) performance, and Customer Satisfaction (CSAT) scores.
• • Develop clear, concise summaries and intuitive dashboards that effectively translate complex operational data into actionable insights for stakeholders.
• • Conduct structured, in-depth investigations when operational issues arise, grounding all findings in factual data rather than anecdotal evidence.
• • Support the creation of executive-ready reports essential for strategic planning and performance reviews, providing clear visibility into operational health.
• • **Systems & Optimization:**
• • Proactively identify workflow inefficiencies within our CX operations and propose innovative, data-driven improvements.
• • Rigorously test and validate new automation solutions before their full-scale rollout to ensure seamless integration and optimal performance.
• • Collaborate closely with the Systems Administrator and Data team to guarantee the clean and effective implementation of new tools and processes.
• • Monitor the impact of implemented changes post-launch, iterating quickly to refine and enhance performance based on real-world results.
• • **Special Projects / SWAT Support:**
• • Be prepared to step in and provide immediate support to investigate and resolve operational friction points as they emerge.
• • Offer neutral, structured analysis across core CX functions to identify root causes and recommend solutions.
• • Drive the follow-through on critical initiatives that necessitate robust cross-functional coordination and stakeholder management.
• • This role offers a unique opportunity to directly influence the company's trajectory and accelerate your career growth within a mission-driven organization committed to redefining healthcare.