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Customer Success Operations, Consultant

Carrot Fertility

Carrot Fertility

Customer Service, Sales & Business Development, Operations
Remote
Posted on Thursday, July 4, 2024

About Carrot:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

The Role:

As an Operations Consultant at Carrot, you'll play a key role in enhancing operational efficiencies across teams. You'll collaborate with colleagues both within and outside your team to standardize, document, and share new processes. Your success in this role will be driven by your ability to simplify complex tasks into repeatable steps, along with your strong communication and creative problem-solving skills. This contract is approximately 9 months long, requiring 30-40 hours per week.

Your primary responsibilities will include:

Documentation and Asset Management

  • Serve as a designated responsible individual (DRI) on the Operations Team to own, manage, and deliver training-related requests, as submitted and tracked through the CX Operations Jira service desk. This includes, but is not limited to:
  • Own inbound training and development requests as assigned to support the customer and memberfacing teams (Customer Success, Member Success & Implementation). This includes the entire lifecycle from evaluation to prioritization, implementation, and training facilitation.
  • Oversee and implement key initiatives and breathe list tasks in Jira, as assigned, to drive improvements to operational systems, processes, and tools.
  • Execute training strategy and approach, scheduling of updates and training sessions, training session logistics, and managing bi-directional feedback.
  • Develop and execute training programs on products, new partnerships, and internal tools for customer success teams and managers.
  • Lead ongoing training for the customer and member-facing teams on a weekly, bi-weekly, or ad hoc cadence as required.
  • Collect and create supporting documentation and assets for team members to be successful in their roles (e.g., Confluence content, support tools/resources (ex. PRD), Seismic Learnings) to help develop the relevant educational and training materials.

Onboarding & Training

  • Work closely with your leader to oversee onboarding processes and best practices with the Customer Success, Member Success, and Implementation teams.
  • Partner with Operations leaders to develop, manage, maintain, and continually improve upon the onboarding strategy, documents, and processes for the Customer Success, Implementation, Member Success, and Customer Success Operations teams. Including but not limited to:
    • Improve the strategies for facilitation and management of onboarding responsibilities within the CS and MS team.
    • Document and maintain onboarding materials, schedules, and communications used with each new hire.
    • Facilitate remote training content and processes for new hires.
    • Coordinate and schedule the assignment of Seismic or other e-learning modules and shadowing sessions as defined in your onboarding strategy.
    • Host regular check-ins with new hires on their progress as part of your defined onboarding strategy.

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 team members 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: developing team onboarding and training programs.
  • 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:

  • 2-4 years experience in customer success, enablement, learning & development, training, 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 training materials for new and improving workflows.
  • 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)
  • Enablement tools (e.g., Seismic, Articulate)

Preferred Qualifications:

  • Experience in building onboarding programs, developing SOPs and maintaining training documentation.
  • 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.
    • Customer CRM (e.g., Catalyst, Salesforce)
    • Reporting & analytics (e.g., Domo)
    • Enablement tools (e.g., Seismic, Articulate)

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 $50-$60/hr. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more.

Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.