Customer Operations Project Manager

| Portland, OR
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Job Description

Guideline is seeking a Customer Operations Project Manager to lead end-to-end, cross-functional projects across product, engineering, Customer Operations and Compliance teams to ensure we are delivering a customer experience that inspires confidence for our small business owners and their employees. This role will report to the Director of Program Management and Enablement in the Customer Operations organization. This role is available in all locations with a strong preference for office access to either Portland, ME; Austin, TX; San Diego, CA; San Mateo, CA; or Atlanta, GA.

About Guideline

At Guideline, we offer the easiest, most affordable, most comprehensive retirement platform so Americans can invest in their future.  We apply technology and expertise to disrupt an old-school financial services retirement industry. In every function and at every level, we are creative problem solvers. We are curious and always looking for new, better, more scalable ways to deliver a confidence-inspiring retirement experience to our small business owners and their employees. We want our customers to feel confident at every step of the journey by knowing what to expect, getting accurate results, on-time, every time and building amazing, integrated partnerships. In just a few years we've grown to over 20,000 small businesses with 300,000 small business employees saving over $4 billion on Guideline’s retirement platform. We have raised $344M with top-tier investors to transform America’s retirement industry. We have 250 employees located in four offices in San Mateo, CA; San Diego, CA; Austin, TX; and Portland, ME as well as remote opportunities. 

Responsibilities

  • Lead the end-to-end, cross-functional workstreams across product, engineering, Customer Operations and Compliance teams for projects and programs starting with the 2022 Cycle 3 IRS requirement for all small business sponsors to resign their 401(k) plan documents
  • Lead the cross-functional and leadership team through decisions balancing short term solutions to execute current quarterly objectives while drive longer team solutions with product to continuously improve our customer experience
  • Define, measure, monitor and communicate program management plans, metrics, status, risks, roadmap and schedules at the right altitude and cadence for the audience
  • Drive a continuous improvement program for workflow efficiency for our customers and employees through processes improvements, product improvements and business systems

Qualifications

  • 2+ years experience in project management leading complex, cross-functional strategic initiatives including customer success, customer support, operations, product development in a fast-paced, rapid-growth SaaS-based portfolio/platform business
  • 2+ year experience in a highly regulated industry such as in fintech, regtech, or HR-tech ideally with 401(k) industry experience
  • A strategic planner with the ability to take a bird’s eye view to ensure the puzzle pieces come together while capable of diving into the details to diagnosis roadblocks and drive decisions and execution
  • An accountable results-oriented driver who works backwards from outcome to deliver results in a fast-paced environment by prioritizing scope, quality, time and resources
  • A builder of high-performing, cross-functional teams who drives aligned objectives, key strategies and measures of success to deliver outstanding customer results as #OneTeam
  • An exceptional verbal and oral communicator with the ability to articulate complex programs such as retirement industry seasonal readiness and incident management at right altitude for the audience
  • A systems thinker with experience scaling results by improving workflows through business system and process improvements including Asana, BigQuery, Salesforce, Jira, Confluence and admin tools with a passion for single source of truth documentation 
  • A collaborative, organized, confident, pragmatic, analytical influencer 

Employee Benefits

  • Flexible Vacation Policy
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

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.

More Information on Guideline
Guideline operates in the Fintech industry. The company is located in San Mateo, CA, Austin, TX and Portland, ME. Guideline was founded in 2015. It has 218 total employees. It offers perks and benefits such as Health insurance, 401(K), Free snacks and drinks. To see all 8 open jobs at Guideline, click here.
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