The Operational Excellence (OpEx) Associate is involved in ensuring that our customer service operations run smoothly and efficiently. Reporting to the Operational Excellence Manager, the OpEx Associate will be responsible for supporting the development of Standard Operating Procedures (SOPs), the implementation and launch of Customer Care (CC) programs, sending customer-facing communications, and promoting a continuous improvement mindset across the CC function.
You will…
- Support the management, intake, implementation and launch of CC programs
- Ensure all program details are accurately documented and communicated to relevant stakeholders
- Develop and facilitate external communications to customers facing issues
- Work with the Operational Excellence Manager and Subject Matter Experts to support, design and enhance processes
- Generate relevant reports and provide insights to support the CC function in decision-making
- Assist in the creation and updating of Standard Operating Procedures (SOPs) for the Customer Care function
- Monitor program performance and provide feedback for improvements
- Identify opportunities for process improvements and work with teams to implement solutions.
- Work closely with other project members to complete all tasks assigned to the CC Operational Excellence team
- Assist in training, onboarding and managing new team members
- Establish a continuous improvement mindset across the CC function
- Handle ad hoc projects from both CC and outside departments
You are...
- Impeccable organization, detail and project management
- A connector of complex problems at all levels through excellent written and verbal skills
- Successful in a team environment and successful independently
- Equipt to manage projects, gather data, organize ideas, form recommendations and implement solutions
- Comfortable approaching problems with data and insights
- Able to help implement new processes with compelling influence to gain acceptance and adoption
You have...
- BS/BA degree preferred
- 2+ years in a call center or similar role required
- Experience managing projects required
- Intermediate knowledge in Excel and PowerPoint preferred
- Basic SQL knowledge preferred
- This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
- Prolonged periods working at a desk and on a computer
- Reading information on a computer screen and inputting data into a computer system
You’ll get…
- Competitive salary, 401k with company match that vests immediately upon participation, and company equity plan based on role
- Generous PTO, including sabbatical, and parental leave of up to 16 weeks
- Comprehensive health and wellness benefits with options at $0 monthly, effective first day of employment
- Tuition reimbursement for continuing education (upon 2 years of service)
- Up to 85% discount on subscriptions to HelloFresh meal plans (HelloFresh, Green Chef, Everyplate, and Factor_)
- Access to 7 different Employee Resource Groups (ERGs) including those for BIPOC, women, veterans, parents, and LGBTQ+
- Inclusive, collaborative, and dynamic work environment within a fast-paced, mission-driven company that is disrupting the traditional food supply chain
This job description is intended to provide a general overview of the responsibilities. However, the Company reserves the right to adjust, modify, or reassign work tasks and responsibilities as needed to meet changing business needs, operational requirements, or other factors.