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Senior Operations Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

2-3 years in recruiting and project operations, Experience with Alchemer, Typeform or similar tools, Strong attention to detail and prioritization, Familiarity with ClickUp and Freshdesk is a plus, Ability to communicate technical concepts clearly.

Key responsabilities:

  • Automate project workflows and oversee their improvement
  • Program and deploy surveys with customized logic
  • Manage complex recruits ensuring high-quality progress
  • Respond and manage support tickets effectively
  • Enforce standard procedures and advocate for software enhancements
Highlight logo
Highlight SME https://www.letshighlight.com/
51 - 200 Employees
About Highlight
Highlight is an in-home product testing platform that lets you do good research fast. We streamline everything from recruit to data set, including all the logistics of getting your product to your target customers, whether they are cat-owning millennials or women over 50 in California with oily skin looking for retinol.
See more Highlight offers

Job description

Who We Are 
30,000 products are launched every year, and 90% of them fail. Highlight is the first and only end-to-end agile product testing platform, enabling the efficient collection of scaled product performance data. Brands like Nestle, P&G, and Estee Lauder rely on Highlight for competitive benchmarking, pre-launch formulation testing, in-market product renovation, and more, to optimize product success. Highlight, launched in 2021, has seen runaway growth and scale, having tested hundreds of products at a fraction of the time and cost of traditional analog methods, and becoming the dominant SaaS platform in the product testing space. Highlight is a woman-owned, minority-owned startup on a mission to create better products for people and the planet. We’re a diverse and collaborative team committed to fostering an environment of innovation, impact, and growth.

Job Description:
  • You will execute custom and complex research tasks touching all customer segments (emerging, mid-market, enterprise). You’ll be responsible for managing all project recruits, programming surveys using Alchemer, Typeform, or other survey tools, and setting up the logistical components required to meet customer requirements. This role requires a strong understanding of market research operations and exceptional organizational and communication skills.
  • You’ll focus on automating project workflows, streamlining processes, and scaling Highlight’s support team. You’ll collaborate closely with cross-functional teams to problem solve, answer support Freshdesk tickets, and work with Engineering and Product teams to automate project tasks.

    • Responsibilities:
  • Automation and Workflow Management: Collaborate with the Operations team to automate project workflows, moving project management responsibilities into a round-robin support team via ClickUp (our project management tool). Oversee the system's effectiveness and continuously improve and evolve based on needs of our internal teams and external customers.  
  • Survey Programming: Program and deploy surveys using Alchemer, Typeform, or other survey vendors. Design complex survey logic and customizations to meet specific project and customer needs.
  • Complex Recruits: Manage complex recruiting efforts, ensuring steady progress, high-quality recruits, and effective solutions to any challenges encountered.
  • Ticket Management: Respond to and manage support tickets in Freshdesk, addressing project-related inquiries and escalating issues as needed.
  • Collaboration on Project Specifications: Work closely with internal teams to fit complex projects into Highlight’s software, by digging deep to understand the blockers at hand and leveraging creative solutions to resolve.
  • Process Standardization: Enforce standard operating procedures to ensure consistency and efficiency across all projects. Uncover opportunities to bring additional standardization into our process. 
  • Advocacy for Feature Enhancements: Partner with Enablement/Research and advocate for software feature enhancements to improve project operations that ultimately lead to higher data quality and improved on-time delivery of results to customers.
  • Problem-Solving and Action Plans: Identify root causes of project issues, develop alternative solutions, implement action plans, and communicate updates to project teams and vendors.

    • Qualifications:
  • Experience: 2-3 years of experience in recruiting and fielding management, with exposure to project operations, automation, and survey programming.
  • Technical Skills in Survey Tools: Proficiency in Alchemer, Typeform, or similar survey tools; capable of programming complex surveys with custom logic and design.
  • Technical Communication Skills: Ability to clearly communicate product features to non-technical audiences.
  • Detail Orientation and Prioritization: Strong attention to detail, with the ability to prioritize tasks and meet deadlines.
  • Familiarity with Software Tools: Experience working with project management tools (such as ClickUp) and support platforms (such as Freshdesk) is a plus.
  • Work Style: Comfortable working both autonomously and collaboratively in a fast-paced environment. 

    • This role is ideal for someone passionate about improving project efficiency, skilled in survey programming, and motivated by a blend of operational and technical tasks.
    You do not need to match every listed expectation to apply for this position. At Highlight, we know that diverse perspectives foster the innovation we need to be successful. We are committed to building a team that comes from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. If you’re someone who can think rigorously and isn’t afraid to challenge assumptions, join us.

    We've built a world-class team with decades of experience in the space. We’ve encountered the problems we’re trying to solve first hand and care deeply about making better products. We’ve been fortunate to raise a seed round from First Round Capital as well as experienced angels and insiders to help us further our mission. We’re also a passionate, capable, and empathetic team who live by our Humans First value. We have fun, we care about one another, and we’re all in on tacos.

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    FreshdeskClickUp (Software)Market ResearchProject ManagementTechnical CommunicationAutomationSurvey Development

    Other Skills

    • Detail Oriented
    • Organizational Skills
    • Collaboration
    • Prioritization
    • Verbal Communication Skills
    • Problem Solving
    Are you interested?

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