Operations Associate

The Operations Associate role supports the servicing of our customers behind the scenes to provide a seamless experience for our clients. We're looking to improve our operational workflows with process improvements, data analysis, and automation by using data tools to create an organized servicing model designed to grow. You will be reporting directly to the Operations team manager. This is a tight-knit team of 6 focused on supporting our customers on the payroll side of the business that focuses on scaling product and processes to enhance the customer experience that inspires confidence throughout their journey with Guideline. The 140-person Customer Operations team includes Customer Success & Support, Operations, Government filings, and On & Offboarding. This role is available as remote in all locations with a preference for access near our office locations in Portland ME, Austin, San Diego, Burlingame.

What You Will Work On

• Create scalable processes to build greater efficiencies as the business grows

• Collaborate on customer questions and active operational projects with other teams

• Help collect and refine best practice recommendations, and look for ways to improve processes, internal tools, and external product features

• Investigate errors to identify the cause of client issues and identify corrective actions

• Assist the Operations team in keeping our tools, systems, and SOPs updated

• Support larger company projects and products, such as account reconciliation and plan compliance

• Increase company efficiency by helping complete core operational transactions, onboarding new clients, loan servicing, and payroll setup

• Support internal clients and master Guideline's core platform and workflows

• Other responsibilities as assigned

• Drive a continuous improvement program for workflow efficiency through processes improvements and business systems

What We’re Looking For

• 2+ years experience in FinTech, 401(k) or relatable field

• Intermediate to advanced Excel skills; including vlookup, index match, pivot tables, and conditional formatting

• Loves improving workflows through business systems including Salesforce, Asana, Jira, and Confluence with a passion for a single source of truth documentation

• Experience with basic data and analytics tools; including BigQuery, Looker, Tableau, and Data Studio

• Intermediate knowledge of project management principles

• Context switching and prioritizes among multiple competing tasks

• Comfortable collaborating and working with different teams

• Not afraid to jump into process workflows and take chances on improvements

• Likes asking "why" and enjoys problem solving

• Passionate about technology and curious

• Experience working with third-party payroll providers is preferred, but not required

• A collaborative, organized, confident, pragmatic, analytical influencer who loves building meaningful retirement solutions to help small business owners and their employees 
  

More About Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses.

But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we're creating a retirement platform that puts people first and empowers small business owners, their employees and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we've grown to over 35,000+ clients and over $8 billion in assets under management—and have raised $344M with top-tier investors.

Offer Package

The expected Salary Range for this position is $70,000 - $92,500 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy

• Company equity

• 401(k) with matching contributions

• 100% paid employee insurance coverage

• Annual learning and development stipend

• Parental leave

• Sabbatical after 5 years of employment

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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