Engagement Operations Associate

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

• Assist in the onboarding process for new providers, ensuring a smooth integration into the network.

• Plan and execute network engagement activities, such as monthly virtual townhalls.

• Arrange and coordinate training sessions, group supervision, and Q&A meetings with the Clinical team.

• Address provider inquiries and concerns, providing timely and accurate responses.

• Escalate complex operational challenges and ensure a closed-loop feedback system.

• Maintain communication channels, promote outreach, facilitate two-way feedback, and create engagement materials.

• Present aggregated feedback to leadership with actionable insights and potential solutions.

• Monitor and analyze engagement metrics, recommending strategies to enhance provider satisfaction and retention.

• Gather and utilize feedback to boost operational efficiency and service excellence.

• Keep records of provider interactions, escalations, and resolutions for documentation and audit purposes.

• Calculate provider compensation in accordance with agreed rates and contractual terms, addressing any payroll discrepancies.

• Collaborate with cross-functional teams to synchronize efforts, communications, and service delivery.

• Support service deployment for specific on-site or ad hoc requests.

• Assist with commercial events, client delivery, and other initiatives.

• Review and verify professional qualifications, local regulations, and licensing credentials.

• Oversee the completion of mandatory training, compliance audits, licensure management, and corrective actions.

• Contribute to the development of new processes and tools, implementing enhancements to enrich provider experience and service quality.

• Review and update policies and procedures in alignment with best practices and evolving service needs.

• Maintain and refresh the shared repository of operational resources, guidelines, training materials, and FAQs.

⛳️ Requirements

• 1-3 years of experience in community management, operations, or a related role within a start-up environment.

• Proficient in English and the local language, both written and spoken.

• Comfortable using data software and updating documentation as necessary.

• Previous experience with Freshdesk & Metabase is a plus.

• Exceptional organizational skills to effectively manage multiple tasks and priorities.

• Ability to proactively handle inquiries and manage issues.

• Strong verbal and written communication skills.

• Capability to convey information clearly and adjust communication style for different audiences.

• Keen attention to detail in data monitoring and management.

• Willingness to assist with various tasks as required.

• Ability to work collaboratively with cross-functional teams.

• Flexibility to work either day shift (10:00 AM to 6:00 PM SGT) or night shift (4:00 PM to 12:00 AM SGT), depending on business needs.

• Willingness to occasionally work on public holidays, with offsets for holidays worked.

• Open to candidates located in India and the Philippines.

🏝️ Benefits

• Global company – experience a diverse environment with colleagues from nearly 20 countries.

• Generous leave policy – time off to relax and rejuvenate.

• Christmas week off – a company-wide break during Christmas, separate from annual leave.

• Birthday leave – enjoy an extra day off on your birthday.

• Quarterly mental health days – one day off each quarter to focus on your well-being.

• Flexible work arrangements – work in a manner that aligns with your lifestyle and goals.

• Work-life balance – a culture that prioritizes personal time and long-term wellness.

• Medical coverage – comprehensive insurance for your peace of mind.

• Performance bonus – high performance is acknowledged and rewarded.

• Development budget – an annual allowance to support your professional growth.

• Mental health support – premium coaching access to our mental health app and resources, plus a dedicated budget for clinical and psychiatric care.

• Socials and communities – regular non-work events and activities to connect and enjoy time together.