Operational Readiness - Agent Tools - Remote

Overview

As the Operational Readiness - Agent Tools, you will play a critical role in ensuring our frontline and back office agents are fully equipped with the tools, systems, and information they need to deliver outstanding customer service.

In Short

• Serve as the primary owner for agent tooling testing and readiness.
• Lead the shaping and validation of agent tooling requirements.
• Conduct end-to-end User Acceptance Testing (UAT) for tools used by agents.
• Partner with Training and Knowledge Management teams for agent enablement.
• Gather feedback from agents post-launch for continuous improvements.
• Act as the voice of the agent in tooling discussions.
• Lead operational product launches ensuring tool readiness.

Requirements

• 7+ years of experience in Operations or related field.
• Proven experience managing teams.
• Strong project management skills.
• Exceptional cross-functional communication skills.
• Experience gathering business and operational requirements.
• Understanding of agent workflows and case management systems.
• Analytical mindset to assess tooling impacts on operational metrics.
• Comfort operating in fast-paced environments.
• Passion for improving agent experience.

Benefits

• Competitive salary, stock options, and benefits from Day 1.
• Comprehensive health insurance coverage.
• Hybrid work model with various time off programs.
• Monthly transport and work-from-home allowances.
• A high-growth, mission-driven, inclusive culture.