Operations Associate

Summary

Join Guideline's Production Support Team as an Operations Associate and contribute to making affordable retirement benefits accessible to American workers. This role involves diagnosing and resolving Tier-1 issues, maintaining service excellence, strategically escalating complex problems, and providing data-driven insights. You will become a product expert, drive innovation, collaborate across teams, and support team operations. The position requires 3+ years of experience in a relevant field and strong analytical, communication, and problem-solving skills. Guideline offers a competitive salary and comprehensive benefits package.

Requirements

• 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

Responsibilities

• 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

Benefits

• Medical, dental, and vision insurance — We offer multiple plan options with varying company premium contributions
• Opt-out credit for waiving coverage
• Health Savings Account and Flexible Spending Account
• Company paid disability and life insurance
• Optional Voluntary life insurance
• Mental health benefit navigation with Rula for employees and dependents
• Paid parental leave for birthing and non-birthing parents
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• We use our own platform and contribute 100% of employee contributions up to 5%
• 1-month paid Sabbatical after 5 years of employment
• Annual learning and development stipend — We reimburse approved professional development expenses, up to $750 per employee per year