Operations Manager

The Role: 

As an Operations Manager, you’ll be uniquely positioned to engage with team members across Carrot on exciting and impactful projects.  You will partner with colleagues within and outside of your team to continuously drive operational efficiencies and the success of the business.  Your ability to thrive in a rapidly changing and highly collaborative operational environment, strong communication, and creative problem-solving skills will all position you for success in this role.  

Your primary responsibilities will include:

• 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. 

The Team: 

The Carrot Operations team exists to drive efficiency and position our Customer-facing, Member-facing, and broader Operations teams to provide best-in-class service to their constituents.  We support these teams to achieve established team-level KPIs, by:

• Enabling CX teams to support customers and members through new product, service and feature launches.  Including process development, asset management, training, ongoing support, and troubleshooting.
• Driving cross-functional collaboration - within and outside of the Operations department - to support business-critical processes and launches.
• Providing governance and centralized management of key business functions, including but not limited to: eligibility file workflows, and external report delivery automation. 
• Executing on key initiatives that drive operational efficiency across all teams within the Operations department, and enabling the organization as a whole to scale in a fiscally responsible fashion.

Minimum Qualifications: 

• 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 
• You 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

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 have prior exposure to high-growth work environments
• 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) 
• Project management experience - PMP 

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. 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.