Vectra’s Business Operations organization is responsible for operationally supporting revenue delivery and customer satisfaction across our fast-growing global customer base. To support growth, we are looking for a Senior Manager, Business Systems Process Automation and Programs, to translate GTM business needs (product launch, partner into technical systems requirements. You will serve as a bridge between GTM business stakeholders and the systems teams who turn requirements into reality

This role will be a key partner to cross-functionally guide the growth of our sales organization by specifying system requirements, streamlining processes, and proactive and responsive management of multi-stakeholder strategic and operational capabilities. You will drive critical business systems programs by being the “connective tissue” between cross-functional product, business and technology systems teams. Your work will support execution for critical growth and business process efficiency initiatives. Exceptional partnership, clear articulation of business requirements, and deep understanding of both business and technical business systems (e.g. Salesforce) will be paramount for success in this role

Responsibilities:

• Act as a business and technical program manager on strategic initiatives across the Order to Cash workflows. Create project plans, identify business and technical dependencies, facilitate user acceptance testing, and communicate with stakeholders throughout the project
• Help manage projects, including gathering needs from Sales and Sales Ops and other cross-functional teams, and developing requirements documentation.
• Act as the connective tissue between GTM Systems and Operations. Leverage strong understanding of critical Sales business processes to help identify gaps in systems and automation related to business operations.
• Align GTM Analytics, Product/Engineering, Finance Ops, and other cross-functional teams on forthcoming systems projects and initiatives where there may be impact on their respective bodies of work. Partner with other cross-functional teams to help drive forward the needs of the Sales team and provide business context for enhancement requests. Ensure dependent project workstreams are defined.
• Align closely with GTM Enablement and GTM Systems team on training and documentation needs for upcoming releases impacting internal end users.
• Oversee and mentor a team responsible for maintaining CRM data accuracy and integrity, ensuring adherence to data hygiene best practices and regulatory standards.
• Develop and implement strategies to optimize business processes related to CRM data management, including identifying areas for improvement and streamlining workflows.
• Collaborate with cross-functional teams to support data-driven decision-making, providing expertise on CRM data integration, reporting, and analysis to drive business outcomes

Skills needed:

• Ability to execute and deliver in a fast-paced environment while balancing competing priorities
• Proven experience managing Salesforce transformation projects and understanding of Salesforce automation capabilities. Salesforce certification preferred.
• Strong background in CPQ systems and Metrics
• Analytical and solutions-focused problem solver; able to identify root causes, remediate existing issues and anticipate new ones, and proactively identify opportunities to help Vectra scale efficiently and effectively
• Results oriented, have strong attention to detail, and able to prioritize multiple objectives and projects (excellent organizational skills)
• Highly collaborative.
• 8-10+ years of experience in Systems, Sales Operations, Revenue Operations, or related functions in a B2B Technology Sales Organization
• Experience in additional sales tech stack systems like Salesforce, SQL, Tableau, etc. is a plus
• BA/BS Degree

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

The Manager of Revenue Strategy & Planning will play a pivotal role in ensuring the efficiency and effectiveness of our Sales organization, with a primary focus on Deal Desk and Order Management. This role will oversee global deal desk operations, ensuring seamless processing and management of deals, while also collaborating with Finance, Legal, and Sales teams to review, structure, and approve complex deals. In addition to deal desk responsibilities, this role will also assist with strategic planning, sales compensation, quota planning, and pipeline & forecast management. The ideal candidate will have a robust understanding of deal desk management and operations, coupled with experience in sales strategy and execution, and the ability to drive cross-functional collaboration. This role will report directly to the VP, Sales Operations, Strategy & Enablement. 

You Will:

• Deal Desk and Order Management: 
  • Oversee Global Deal Desk Operations: Lead the team to ensure efficient, accurate, and timely deal processing while maintaining high service standards.
  • Collaborate on Deal Reviews and Approvals: Work with Finance, Legal, and Sales to review and approve complex deals, ensuring alignment with policies and objectives.
  • Develop custom quotes and align them with pricing strategies. Collaborate with Product and Pricing teams for competitive solutions.
  • Compliance and Risk Management: Ensure deals meet internal controls, legal standards, and regulations. Address potential risks and work on mitigation.
  • Process Optimization and Automation by improving deal desk processes for efficiency and scalability. 
  • Serve as the main contact for deal desk processes. Partner with Revenue Training & Enablement to support teams.
  • Ensure integration with Revenue Technology, Business Systems, and other teams for seamless deal processing.
  • Keep up with industry best practices and drive improvements in deal desk operations.
• Sales Strategy, Planning, and Execution:
  • Support Sales planning, including program, incentive, and policy development.
  • Assist with strategic planning, setting OKRs and KPIs for the Sales organization.
  • Align Sales strategies, goals, and projects across the team.
  • Drive cross-functional collaboration on key strategic decisions.
  • Support Sales management activities like M/QBRs, Productivity Meetings, and All Hands.
• Sales Compensation & Incentives:
  • Assist with the design and management of compensation plans for Sales org
  • Develop and oversee SPIFFs and other incentive programs 
• Quota & Territory Planning and Management:
  • Assist in setting quarterly and annual sales targets 
  • Support in defining TAM, ICP, and Account Segmentation.
  • Help manage territory assignments and ownership policies 
• Pipeline and Forecast Management:
  • Define and manage pipeline and forecast methodologies and processes.
  • Collaborate with Sales Management and Demand Generation teams to maintain healthy pipeline status.
• Pricing & Packaging Strategy and Management:
  • Assist the Pricing Committee in developing pricing models and product packages.
  • Support market research and competitive analysis with Product Marketing.
  • Help align pricing goals across Sales, Marketing, Product, and other teams.
  • Aid in tracking and adjusting pricing strategies based on performance data.
  • Ensure compliance with legal standards and refine strategies based on customer feedback.

You Have:

• 5+ years of of experience in deal desk management, sales strategy and revenue operations, ideally within a B2B SaaS company 
• Proven ability to drive cross-functional alignment and execute strategic initiatives
• Strong analytical skills with the ability to make data-driven decisions
• Excellent communication and collaboration skills, with the ability to influence and partner with stakeholders at all levels
• Proficiency with a range of tools that streamlines deal management, pricing and contract processes (Salesforce, CPQ, DocuSign, Ironclad, and Zuora)
• Proficiency with revenue technology platforms (Clari, Tableau) 
• Proficiency with Microsoft Excel/Google Sheets, PowerPoint/Google Slides
• Exceptional interpersonal skills; ability to develop and maintain strong relationships
• Demonstrated success in delivering results working x-functionally Strong work ethic with a “get stuff done” mentality
• Problem solver, strong attention to detail, extremely organized
• Self-starter and quick learner with the ability to work independently
• Flexible, agile and adaptable; used to wearing multiple-hats  
• Ability to navigate ambiguity, prioritize and manage multiple projects
• A strong understanding of pipeline/forecast models and pipeline goals
• Experienced working in a fast pace environment 

Salary, Benefits & Perks:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

• Paid Time Off -Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 16 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
• Healthcare -Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program -Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
• Paid Family Leave -Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Sabbatical -We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
• Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
• Position Base Range -Salary Range $107,000 - $132,000/ plus bonus potential

This role is remote and open to candidates located in the United States and Canada. Please note that we are unable to provide visa sponsorship for this position.

DEI Statement

We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

#LI-Remote

Job Purpose 

The PS Operations Manager is responsible for building, optimizing and managing the operational processes of the PS team. This individual will create and streamline workflows, improve efficiency, and ensure the successful sales and delivery of professional services to our customers. This role is crucial in driving operational excellence and supporting the strategic goals of the PS organization and will act as a partner to the PS organization, ensuring that the team has the necessary resources to deliver against key initiatives and programs using project management methodologies. 

Responsibilities & Accountabilities 

Operational Excellence 

• Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes Project Resourcing, Portfolio Health, Comp and supporting metrics/processes) 
• Develop and standardize PS processes to ensure consistency and scalability 
• Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team 
• Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction 
• Create and maintain documentation across PSOps and contribute to broader initiatives 

Project Coordination 

• Support strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption 
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts 
• Report on performance metrics to leadership and provide recommendations for improvement 
• Support SVP, Professional Services and Senior Director, CSOps to partner across GTMOps to deliver world class end customer experiences 

Resource Management 

• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects 

Budget Management 

• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints 

Tool and System Management 

• Support the tools and systems used by the PS team, ensuring they are effectively supporting operational needs 
• Support the selection, implementation, and management of PSA tools (e.g. Kantata) and technologies 
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems) 
• Support PS on delivery of Kantata roadmap and milestone management 
• Support successful delivery of PSOps workflow via project management software (e.g. Asana) 

Data ManagementandAnalysis 

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership 

Case Management 

• Triage, manage and complete cases in GTM case workflow 
• Provide guidance and oversight to PSOps Analyst 

Performance Measurements 

• Successful delivery of declared strategic initiatives and programs 
• Effective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholders 
• Consistency in following standardized processes and adoption of best practices across the team 
• Accuracy and relevance of data and insights provided to the PS team and leadership 
• Effective guidance to PSOps Coordinator, as evidenced by feedback 
• SLA adherence on GTM cases and increased productivity of the PS team 

Educational & Experience Requirements 

• Bachelor's degree in Business, Operations Management, or a related field 
• 2+ years experience in PS Operations or a similar role in a B2B SaaS company 
• Proven track record of managing and optimizing PS processes and tools 
• Demonstrated ability to drive strategic initiatives and programs 
• Proficiency with PSA tools and technologies (e.g. Kantata, Certinia, FinancialForce).  Admin experience or desire to develop experience 
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau) 

Competencies&Behaviors 

• Possesses an understanding of 6sense operations and how PS plays a role 
• Understanding of professional services operations, including best practices for process optimization and resource management 
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights 
• Flexibility and willingness to adapt to changing priorities and new responsibilities 
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward 
• Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail 
• Effective clear and concise communication style geared toward navigating fast-paced environment 
• Proven ability to work collaboratively with cross-functional teams and build strong relationships 

Base Salary Range: $74,777 to $109,672. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO). #Li-remote

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About the Role:

We are seeking a Revenue Strategy & Operations, Senior Analyst to join our Revenue Strategy and Operations (RevOps) team.  The ideal candidate for this role is an analytical and strategic thinker who likes to roll up their sleeves to inform and execute our go-to-market strategy. You’ll collaborate closely with customer-facing teams, marketing, finance, and other functions to drive cross-functional Go-To-Market (GTM) projects, develop actionable recommendations based on data-driven insights, and champion operational efficiency and change management initiatives.  You’ll report directly to the Associate Director of Revenue Strategy and Operations (who reports to our VP of Revenue Strategy and Operations) and be a part of a global team with diverse skill sets and knowledge.  

What challenge awaits you? 

The RevOps function at Bloomreach brings our sales, marketing, finance, product, and customer success teams together to build and drive our GTM strategy.  Ultimately, RevOps exists to ensure we are doing everything possible to help our Revenue teams deliver value to customers and exceed Bloomreach’s financial plan. This role is an excellent opportunity if you want to make an outsized impact within a growth oriented, late-stage SaaS company.  The RevOps team at Bloomreach is accountable for revenue strategy and insights, seller performance and enablement, and the revenue tech stack, all of which feed into consistently achieving our ambitious revenue goals.

Your job will be to:

a. Analyze complex information, using both qualitative and quantitative methods, to inform and drive our GTM strategy and exceed our revenue plan

• Analyze data, qualitative feedback, and external benchmarking to draw insights, synthesize recommendations, and communicate those persuasively to cross-functional stakeholders.  Agree on the most important recommendations to pursue, drive those forward, and measure how they impact revenue target attainment
• Provide insights on KPIs across a range of products, segments, and geographies, helping our teams to drive the right behaviors that will lead us to exceed our revenue plan
• Collaborate with other ops teams (including BI) to to build dynamic dashboards (e.g., Tableau) that serve as one-source-of-the-truth for Bloomreach KPIs
• Support cross-functional teams in Bloomreach planning cycles including revenue forecasting, pipeline management, compensation plans, territory planning, and hiring planning
• Own executive deliverables such as Board Reviews, Quarterly Business Reviews, etc.

b. Structure complex problems into actionable initiatives that you will lead in collaboration with cross-functional teams with demonstrated impact on our key GTM metrics

• Collaborate cross functionally to design and execute strategic projects to increase GTM effectiveness (e.g., sales productivity, conversion rate, pipeline creation, etc.)
• Translate business goals and requirements into efficient processes, leveraging technology and automation where possible

c. Drive continuous improvement by evaluating our existing processes / technology / teams and evolve them through automation, standardization, and documentation

• Deploy operating processes that drive compliance/efficiency and ensure rigorous adoption across the Go-To-Market organization (e.g. pipeline hygiene, account ownership, account planning, etc)
• Continuously measure and Increase seller efficiency and job satisfaction

Your success story will be:

• In 30 days, you will go through our onboarding process and meet with key stakeholders to quickly gain an understanding of our business and key challenges.
• In 90 days, you will align with your manager on the top 2-4 projects you’ll drive that will impact Bloomreach’s revenue and have begun execution on them.
• In 180 days, you will have made a measurable impact on our GTM metrics that feed into hitting our revenue plan
• In 210 days, your strategic thinking and project execution will have driven measurable impact on our revenue KPIs and you’ll already be working on your next round of initiatives.

You have the following experience and qualities:

Professional experience

• 2-4 years of experience in management consulting, corporate/BU strategy, RevOps, finance, BizOps, or similar roles
• Excellence in Google Sheets/Excel, including building complex modeling and reporting methods
• Excellence in summarizing sophisticated data and results into executive facing materials (e.g., slides, policy documents)
• Clear written communication abilities in Docs/Word and Google Slides/Powerpoint, as well as strong oral communication skills
• Experience with CRM Tools (SFDC preferred), mainly in a reporting environment
• Knowledge of methods to build scalable and repeatable reporting methods
• Keen understanding of data visualization methods and analytic strategies
• Knowledge of alternative Business Intelligence tools (e.g. Tableau) a plus
• Knowledge of eCommerce, SaaS Terminology and metrics a plus
• Bachelor’s degree

Personal qualities

• Autonomous and proactive, with a bias for action
• Excellent interpersonal and written/oral communication skills across all job levels and functions, treating business stakeholders as real clients
• Organized with strong attention to detail and time management skills
• Demonstrated strategic thinking and problem solving skills
• Ability to work within a growth focused, fast-paced, scale-up environment 
• Strong commercial acumen and an appetite for continuous learning
• Willingness to work in a remote-first and global team environment

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $90,000-$120,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution

Overview

About the Role

Instacart is seeking an experienced and driven advertising sales executive to join our Canadian Brand Partnerships team. In this role, you will be responsible for developing partnerships with consumer packaged goods (CPG) brands. You will empower partners to leverage Instacart’s advertising solutions and unique insights to accelerate their brand growth both on and off Instacart. 

About the Team

Our Canadian Brand Partnerships team is the newest and the first international ads sales team at Instacart. We are developing the Canadian business from the ground up, building upon the deep expertise and ongoing innovation of the largest online grocery marketplace in North America. We thrive in a collaborative and fast-paced environment, working through ambiguity to deliver results on behalf of our Canadian CPG partners.  

About the Job 

• Develop and maintain relationships with advertisers, managing all aspects of the sales cycle for a book of business between 5-10 accounts
• Lead monthly, quarterly, annual planning and budgeting process with partners
• Identify and build relationships with executive contacts within your clients 
• Develop data driven sales collateral, case studies, and custom ‘stories’ to translate benefits of Instacart’s platform to CPG advertisers business needs
• Partner with Internal teams such as: account management, analytics, product and engineering to shape the future of our brand partnership strategy 
• Leverage prior experience or interest in the intersection of CPG, Digital & Sales to drive meaningful growth

About You

Minimum Qualifications

• 8+ years experience in a sales environment 
• 5+ years experience in digital advertising 
• Ability to work independently, manage multiple priorities and take initiative in a high paced environment
• Proven ability to influence strategy and foster alignment with sr. stakeholders
• High attention to detail with strong execution skills
• Metrics orientated with the ability to understand and effectively story tell with retail and digital ads metrics 
• A solid understanding of the CPG environment either through direct sales experience or similar exposure
• Client service orientation - fast follow ups, a strong sense of ownership
• A collaborative team player who is comfortable working with multiple cross functional stakeholders to unlock new opportunities

Preferred Qualifications

• Knowledge of paid search, CPG or e-commerce
• Familiarity with Microsoft Excel, Google Drive, Salesforce, and Tableau

*The pay ranges listed are the On Target Earnings for this position*

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The AI strategists work in a cross-functional team that supports leadership, sales, and CSMs throughout key moments of the customer lifecycle, including new deals, renewals, attrition, and growth. The strategist acts as a center of excellence, providing expertise and guidance to our customers through digital transformation initiatives.

As an AI strategist, you will work closely with the Data team (PowerBi and Tableau) to find new opportunities for our customers to increase cost-savings, revenue generation, and customer experience. You will empower, clients, sales, and Customer Success Managers (CSMs) to make informed decisions through a deeper understanding of LP products and services. 

This role is ideal for a passionate conversational AI professional who thrives in a collaborative environment and is dedicated to driving customer success through digital transformation.

You will: 

• Shape Our Strategic Vision: Develop industry benchmarks, maturity frameworks, best practice documentation, and champion the value proposition of LivePerson products.
• Forge Strong Client Relationships: Gain a comprehensive understanding of client business objectives, pain points, needs, and requirements to cultivate strong, strategic relationships.
• Expert Analysis & Recommendations: Analyze customer situations, identify potential gaps, and advise internal teams on how LivePerson solutions can bridge those gaps and deliver value.
• Executive Actionable Insights: Craft compelling presentations and facilitate workshops for C-level executives, transforming data into actionable items that secure buy-in.
• Conversational AI Implementation Champion: Anticipate and address challenges clients might face when implementing Conversational AI programs.
• Produce Implementation/Project Documentation: Define and implement the technical strategy and roadmap for the Conversational AI solutions ensuring a smooth handover from the sales or CSM team to the service and IT teams. 
• Measure Success & Drive ROI: Track key performance indicators (KPIs), manage project outcomes, and build robust ROI models for strategic projects and initiatives spearheaded by the team.
• LivePerson Product Expertise: Possess a deep understanding of LivePerson products and services to provide strategic guidance to clients during adoption and eliminate gaps in their experience.

You have:

• 2-4 years experience in a consulting capacity or project management-type roles. Experience in a sales capacity is a plus.
  Background in Conversational AI, Customer Support Operations and/or GenerativeAI implementations
• You have experience generating insights from data (PowerBi/Tableau) 
• Previous experience with technical architecture around LLM/NLP
• Bachelor’s Degree or equivalent work experience required

Benefits: 

The salary range for this role will be between $80,000 to $92,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement and access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

#LI-Remote

Hi, we're Oscar. We're hiring a Member Escalations Operations Manager to join our Member Escalations team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role

You will support our mission by driving a best-in-class service-focused production operation through overseeing a team that is responsible for the engagement, development, and results of their Service Operations colleagues.

You will report to the Associate Director, CG&A.

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our Tempe office (off the 101 at University Dr), we ask you to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Mexico, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role is: $76,320 - $100,170. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Use frameworks to coach, develop, motivate and collaborate with 100+ team members including but not limited to onshore and offshore colleagues.
• Ensure appropriate escalation procedures are in place and adhered to to reduce customer friction
• Influence and drive core operational improvements with cross-functional leaders in all areas of the business to solve complex problems
• Initiate and lead projects to drive efficiencies that directly impact financials for fixed and variable costs
• Create foundational stability and scalability within your direct area of influence
• Build an understanding of various customer journeys associated with Oscar operations
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives throughout operations that drive desired cultural and operational outcomes and improve customer experience
• Develop and maintain the critical skills necessary to resolve complex problems and support a best-in-class lean operation
• Oversee operations teams and functions across Oscar's vendor partners
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 4+ years of experience leading and developing a team of leaders within a production within a service-based environment or contact center
• 3+ years experience working with teams in multiple locations and within multiple disciplines
• 3+ years experience working in a collaborative environment
• 3+ years experience implementing operational excellence as a manager
• 3+ year experience using data to drive decision making
• 2+ years of experience leveraging data visualization tools (Tableau, Looker, Periscope, PowerBI etc.)
• 2+ years of applying Lean Six Sigma practices or Green Belt Certified
• 2+ years prior healthcare or insurance-related experience

Bonus Points

• Bachelor's Degree
• Advanced Google Suite or Microsoft Office capabilities

About the Role

As a Merchandise Strategy Lead you will tackle challenging business problems, drive change and innovation within the organization, and work alongside and learn from the exceptionally talented individuals and teams at Stitch Fix. You will be exposed to all areas of the business and be relied upon to provide a holistic perspective and manage cross-functional projects primarily related to pricing, promotions, incentives, and loyalty. You will report to a Senior Strategy Manager and work closely with Merchandising, Finance, Marketing, Data Science and Product leadership to create a strategic vision and drive supporting activities to completion.

You're excited about this opportunity because you will…

• Work closely with cross-functional partners from all areas of the business to drive critical strategic and operational merchandising initiatives
• Develop strategic frameworks to evaluate pricing, promotions, incentives, or loyalty opportunities 
• Design and execute analyses to test hypotheses and synthesize results into practical solutions and business strategies
• Lead teams to determine the highest priority activities and influence so that the activities become plans on roadmaps
• Communicate recommendations to gain support from senior leadership and drive alignment within the organization
• Structure project work plans with cross-functional partners to support the execution of strategic recommendations and drive measurable impact to the business

We’re excited about you because…

• You have at least 5-8 years of experience in strategy, pricing, promotions, loyalty, consulting, and/or merchandising related functions
• You have a Bachelor's degree (required) and Master’s degree (preferred) in business, marketing, finance, economics or related field 
• You have a proven ability to take a structured and data driven approach to solving complex business problems
• You are a self-starter who can work cross-functionally and independently with minimal supervision
• Cross-functional communication comes naturally to you while solving problems and addressing roadblocks
• You have extremely strong written and oral communication skills, with proven experience working directly with senior leadership teams 
• You have a proven track record of leading high visibility (senior leadership), cross-functional projects (5+ teams)
• You are an expert in Powerpoint, Excel, and Word; bonus points if you have experience with SQL, Looker, or Tableau / Power BI
• You are focused, organized, and results driven
• You have a strong interest and passion for retail and the ecommerce industry
• Above all else you are bright, kind, and motivated by challenge

Why you'll love working at Stitch Fix...

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail. 
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do. 
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.

About the Role

We are seeking a talented Senior Analyst who specializes in Analytics Engineering, Business Intelligence, and Data Analytics. As part of the Media Analytics Scalability team, you will play a crucial role in designing, developing, and maintaining metrics, data pipelines, dashboards, as well as other self-service data tools to drive critical business decisions. Specifically, this person will support our Retailer organization. 

About the Team 

The Media Analytics Scalability team is a central analytics organization that provides reporting, automation, and data support for internal stakeholders on the Brand Partnerships and Retailer teams. We look for opportunities to drive revenue and operational excellence with scalable data tools and meaningful insights. 

About the job

• Build and regularly maintain data pipelines and models critical to Instacart’s business operation, ensuring the highest data integrity. 
• Own the design, development, and maintenance of ongoing metrics and dashboards, Work with business stakeholders to identify opportunities to grow and engage retail partners as well as drive efficiency. 
• Strive to become the domain expert when working with stakeholders, conducting research, validating findings, and sharing knowledge with the team.
• Partner with cross-functional teams including sales, product, data science, engineering, finance, business operations, and others to ensure alignment and drive impactful outcomes.

About You:

Minimum Qualifications:

• 4+ years in roles encompassing Data Analytics, Business Intelligence, and/or Data Engineering.
• Proficiency in SQL and Python coding, with a strong aptitude for analytical thinking. 
• Familiarity with visualization tools like Tableau and Mode.
• Experience with ETL tools, data modeling, and building/maintaining data warehouses using tools like DBT and Airflow.
• Adaptability to pivot when needed, savviness in navigating and thriving in a dynamic environment, and a solutions-oriented mindset to solve complex and ambiguous challenges. 
• Excellent communication skills and the ability to explain technical concepts to a variety of audiences.

Preferred Qualifications:

• Previous experience in e-commerce and customer insights.
• Proven track record of driving projects that impact revenue and improve operational processes.
• Familiarity with advanced statistical methods and tools is a bonus.

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