Operations Associate (Production Support)

The Production Support Team is seeking a collaborative and solution-oriented Operations Associate to play a vital role in making affordable retirement benefits accessible to American workers. This is an opportunity to thrive by tackling technical unknowns, diagnosing issues with resourceful problem-solving, and contributing to a tight-knit, energetic team. On the front lines, you will leverage strong communication, partnership, and your ability to connect the dots to directly contribute to a best-in-class customer experience, reporting to the Director of Operations.

What You Will Work On

• Diagnosing and Resolving: Investigating Tier-1 issues and bugs reported by customers, partners, and internal teams to identify and implement effective, timely solutions.
• Maintaining Service Excellence: Resolving issues within SLAs while managing operational changes to continue our best-in-class customer experience.
• Strategic Escalation: Identifying and escalating issues to Tier-2 or Support Engineering based on established criteria, ensuring efficient problem resolution.
• Data-Driven Insights: Regularly measuring and reporting on key performance indicators (KPIs), analyzing trends to provide valuable insights for continuous improvement.
• Becoming a Product Guru: Developing deep expertise in Guideline's product, tools, and processes to effectively support our users.
• Driving Innovation: Presenting your ideas and recommendations, proactively seeking and implementing opportunities to enhance our operational processes.
• Cross Functional Improvements: Partnering with Customer Success, Product, Engineering, and Legal & Compliance teams to identify and execute projects that increase efficiency.
• Supporting Team Operations: Assisting in the maintenance and updates of our essential tools and systems.
• Contributing Broadly: Taking on other responsibilities as needed to support the team's success, adapting and learning new tools/processes.

What We're Looking For

• 3+ years experience in a finance services, operations, or account management role
• Investigative skills to triage issues and find solutions quickly
• Process oriented, accurate documentation skills, sharp attention to detail
• Demonstrated ability to juggle and prioritize among multiple tasks
• High comfort level with data and analytics with data manipulation
• Strong collaboration skills: comfort level talking to different teams and levels
• Passionate about technology
• Bachelor's degree required

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

Please speak with a recruiter for additional information regarding our tier locations and compensation philosophy

• Metro+: The base salary range for this position is $72,500-$85,000 annually.
• Metro: The base salary range for this position is $70,000-$82,500 annually.
• National:  The base salary range for this position is $70,000-$82,500 annually.

In addition to base salary, this position is for equity in the form of Incentive Stock Options (ISOs).