Customer Operations Associate
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Job Description
Customer Operations Associate turning strategies into reality at a Series C healthcare startup. Supporting operational planning, analytics, and process improvements in a fast-paced environment.
Responsibilities:
- Support the Customer Operations Manager in operational planning and project management.
- Support rollout and optimization of CX tooling (AI automation, QA platforms, WFM tools)
- Execute on operational initiatives from scoping through implementation
- Partner cross-functionally with Product, Data, and CX leadership to move projects forward
- Maintain clear documentation and operational hygiene across initiatives
- Analyze trends across automation containment, QA signals, SLA performance, and CSAT
- Build summaries and dashboards that translate operational data into clear insights
- Conduct structured deep-dives when issues arise, bringing facts not anecdotes
- Support executive-ready reporting for planning and reviews
- Identify workflow inefficiencies and propose improvements
- Test and validate new automations before full rollout
- Partner with the Systems Admin and Data team to ensure clean implementation
- Help monitor impact post-launch and iterate quickly
- Step in to investigate operational friction points
- Provide neutral, structured analysis across CX cores
- Drive follow-through on initiatives that require cross-functional coordination.
Requirements:
- 2–5+ years in operations, analytics, consulting, project management or high-growth startup environments
- Analytical mindset with the ability to interpret data, identify trends, and communicate insights clearly.
- High attention to detail and ability to manage multiple priorities simultaneously.
- Proven track record of ownership, follow-through, and execution on projects or process improvements.
- A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.
- High ownership and bias toward execution
- Structured thinker who can break down messy problems
- Strong written communication skills
- Comfort operating in a fast-scaling environment.
Benefits:
- Health insurance
- 401(k) matching
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