Operations and Implementation Specialist

Summary

Join Cocoon and build the future of employee leave, simplifying complex processes. As an Operations and Implementation Specialist, you will streamline processes, build scalable runbooks, and collaborate with cross-functional teams. You will optimize processes, implement self-serve customer solutions, and ensure operational efficiency. The ideal candidate possesses strong problem-solving skills, attention to detail, and excellent communication abilities. You will manage implementations for scaled customer accounts and deliver customer-facing product education. This role offers a competitive salary and equity, along with comprehensive benefits.

Responsibilities

• Ability to adapt to changing processes quickly and thrive in ambiguity
• Capability to identify gaps in processes or breakdowns in cross-functional collaboration
• Operates with the highest attention to detail and efficiency
• Clear and effective written and verbal communication with cross-functional teams and leadership team
• Collaborate with senior team members and cross functional teams to execute on analyzed data to derive insights and inform decision-making
• Efficiently manage projects and tasks to support operational objectives
• Manage implementations for scaled customer accounts, driving efficiencies through standardized playbooks, milestone tracking, and clear internal handoffs
• Deliver customer-facing product education through self-serve resources, and scalable enablement strategies to drive early adoption and long-term success
• Analyze data and create KPIs to measure the efficiency of our implementation processes to translate into product improvements

Preferred Qualifications

• Have experience in High-Growth Startups, payroll startup or experience with HRIS systems is a plus
• Are familiar with queue-based workflows
• Growth mindset: see something, say something
• Bias to action: we want Cocoons to see a process and say: this can be better!
• Have experience with leave of absence in a multistate capacity
• Have empathy for the leave experience and intricacies of the steps involved
• Have experience evaluating, implementing, and using AI tools in day-to-day for operational efficiency. Creating and using agents to automate processes is a plus
• Are proficient in data analysis tools such as Metabase, Gsheets/Excel, Hubspot

Benefits

• Competitive salary and equity
• Medical, dental, and vision insurance coverage
• Unlimited vacation and sick time
• Professional development budget
• Office setup and wellness stipends
• 14 weeks of paid parental leave
• 4 weeks of each paid medical and caregiver leave
• 4 weeks of flexible, paid compassionate leave
• Flexible work schedule