Operations Manager

Summary

The Operations Manager role at Carrot Fertility involves identifying operational efficiencies, managing projects, and collaborating with cross-functional teams. The role requires 3-5 years of experience in customer success, implementation, enablement, or customer-focused operational teams and proficiency with certain tools/systems.

Requirements

• 3-5 years experience in customer success, implementation, enablement, and/or customer-focused operational teams
• You are self-motivated, take clear ownership and initiative and seek out input and assistance from subject matter experts across the organization, as needed
• You are experienced in multi-tasking, able to change priorities quickly, and can operate with some level of ambiguity / limited direction - when blocked or experiencing a challenging scenario, you proactively work on finding the root cause and addressing the issue
• You are experienced in building workflows and establishing policies, procedures, and best practices to drive operational efficiency
• Demonstrate basic to intermediate proficiency with the following tools/systems: Microsoft Office 365 Suite and/or Google Apps (Word/Docs and Excel/Sheets are key tools), Atlassian tools (e.g., Jira, Confluence), Customer CRM (e.g., Catalyst, Salesforce), Data: Microsoft Excel, Google Sheets, Airtable, Files.com

Responsibilities

• Identifying opportunities for improvement in efficiency and quality - leveraging a combination of your experiences and business data
• Optimizing new product, service, and feature launches for training efficiency across Client Experience (CX)
• Project managing CX-owned deliverables and updates required to launch new products, services, and features
• Promoting effective collaboration between teams and proposing thoughtful solutions that consider all key stakeholders and drive process changes that increase efficiency
• Managing assigned key initiatives from inception to completion; ensuring visibility into, and providing regular updates on, key initiatives and other projects to Operations leadership
• Collaborating with key cross-functional partners across Carrot (e.g., Customer Success, Member Success, Commercial, Legal, Product, BI, Finance, Growth & Engagement)
• Serving as a liaison between Operations and other internal departments
• Providing real-time support and troubleshooting to Operations team members as it relates to the processes and systems within your domain

Preferred Qualifications

• You have experience scaling processes to support relationships with health plans, payers, or channel partners
• You have worked in claims processing, billing support or other experience with HIPAA transactions
• You have experience working within an OKR framework
• Experience working closely across teams and with Director-level leaders
• You demonstrate an intermediate level of proficiency with the following tools/systems: Atlassian tools (e.g., Jira, Confluence), Project management tools: Asana, Trello, etc., Data: Microsoft Excel, Google Sheets, Airtable, Files.com, Customer CRM (e.g., Catalyst, Salesforce), Reporting & analytics (e.g., Domo), Enablement tools (e.g., Seismic, Articulate)

Benefits

• Carrot offers a holistic Total Rewards package designed to support employees in all aspects of their life inside and outside of work
• Compensation: The starting base salary for this position will range from $90,000 - $105,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience
• Carrot offers health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package