Operations Associate (Production Support)

Guideline, Inc.; United States; Remote; USD 70,000 - 85,000; Full time

Job summary

A leading company in the retirement benefits sector is seeking an Operations Associate to enhance customer experience through effective problem-solving and collaboration. This role involves diagnosing technical issues, maintaining service excellence, and supporting cross-functional improvements. Ideal candidates will have strong investigative skills, a process-oriented mindset, and a Bachelor's degree. Join a dynamic team committed to making retirement benefits accessible to all American workers.

Benefits

Medical, dental, and vision insurance

Health Savings Account

Flexible time off

401(k) Plan with company contribution

Paid parental leave

Annual learning and development stipend

1-month paid Sabbatical after 5 years

Qualifications

• 3+ years experience in finance services, operations, or account management.
• Strong collaboration skills and comfort level with data.

Responsibilities

• Diagnosing Tier-1 issues and bugs reported by customers.
• Maintaining service excellence while managing operational changes.
• Partnering with various teams to increase efficiency.

Skills

Investigative skills

Process oriented

Attention to detail

Collaboration skills

Data manipulation

Technology passion

Education

Bachelor's degree

Job description

Operations Associate (Production Support)

United States

The Production Support Team is seeking a collaborative and solution-oriented Operations Associate to play a vital role in making affordable retirement benefits accessible to American workers. This is an opportunity to thrive by tackling technical unknowns, diagnosing issues with resourceful problem-solving, and contributing to a tight-knit, energetic team. On the front lines, you will leverage strong communication, partnership, and your ability to connect the dots to directly contribute to a best-in-class customer experience, reporting to the Director of Operations.

What You Will Work On

• 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.

What We're Looking For

• 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

Compensation
At Guideline, we believe compensation should be fair and equitable. We take a data-driven approach to set our compensation bands; the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and work location. We are always evaluating our pay zones to be as competitive as possible, so keep in mind these may be subject to change in the future.

Please speak with a recruiter for additional information regarding our tier locations and compensation philosophy

• Metro+: The base salary range for this position is $72,500-$85,000 annually.
• Metro:The base salary range for this position is $70,000-$82,500 annually.
• National: The base salary range for this position is $70,000-$82,500 annually.

In addition to base salary, this position is for equity in the form of Incentive Stock Options (ISOs).
At Guideline, base salary is just one component of the overall Total Rewards package offered to employees. All employees are offered comprehensive benefits and perks to help support you and your family.

• Health
• 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
• Parental Leave
• Paid parental leave for birthing and non-birthing parents
• Generous Time Off
• Flexible time off in addition to company holidays — We observe the NYSE Holiday Calendar
• 401(k) Plan
• We use our own platform and contribute 100% of employee contributions up to 5%
• Other Benefits
• 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

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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Additionally, Guideline participates in the E-Verify program in certain locations, as required by law.

Guideline is an equal opportunity employer. Applicants in need of special assistance or accommodation during the interview process can reach out to [e-mail] .

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.

#LI-Remote

Expected Salary Range

$70,000 - $85,000 USD

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