Operations Supervisor, Lifestyle and Tuition

Description

The Operations Supervisor plays a pivotal role in ensuring the highest level of customer satisfaction by leading and overseeing the Lifestyle and Tuition team members in both the US and Colombia. This role aligns with ThrivePass's purpose and core values while driving the team to consistently achieve quarterly goals. Description

Our Why. At ThrivePass, we empower our clients and their employees to thrive through the personalization of employee benefits and data-driven insights.
Responsibilities:

• Demonstrate a strong commitment to ThrivePass's purpose and core values.
• Consistently drive the team to meet or exceed quarterly goals.
• Efficiently manage the ticketing/inventory system and support center to provide exceptional service.
• Report weekly production scores and provide valuable feedback and support where necessary.
• Collaborate closely with the support team, actively participating in ticket resolution to stay informed about evolving trends.
• Serve as a player-coach, offering guidance and assistance to team members as needed.
• Maintain Key Performance Indicators (KPIs) for the team's performance.
• Monitor and track KPIs to ensure production standards are consistently met or exceeded.
• Implement strategies and initiatives to improve KPI results and production efficiency.
• Partner with other operations and product teams to enhance products and streamline processes.
• Gather data to develop actionable insights and effectively communicate them to management.
• Collaborate with leadership to identify and implement process improvements.
• Support and advocate for the personal and professional development of team members.
• Conduct annual reviews and quarterly formal performance evaluations.

Requirements:

• 1-3 years of experience in a customer support leadership position.
• Strong understanding of team dynamics and collaboration.
• Demonstrated ability to consistently deliver high-quality customer service.
• Proficiency in utilizing technology for operational efficiency.
• Quick learner with a keen attention to detail.
• Excellent written and verbal communication skills with the ability to empathize with clients and provide effective solutions.
• Positive attitude and proactive approach to problem-solving.
• Willingness to take initiative in identifying and developing solutions before escalating issues.
• Ability to adapt to new projects and transition between tasks seamlessly.
• Strong team player open to coaching and adaptable to change.
• A strong desire for personal and professional growth.
• Self-starter experienced in working remotely.

Additional Information:

• Salary Offered: $60,000-$65,000/annually.

Benefits Offered:

• Health, Dental, and Vision Insurance
• Life and AD&D Insurance
• Short-and long-term disability insurance
• Maternity and Paternity Leave
• 401K with employer match
• 5-and 10-year sabbatical program
• Employee Assistance Program (EAP)
• Voluntary Benefits
• Monthly Employer Contributions to Employee ThrivePass Account
• Annual Learning and Development Funds
• Generous Paid Time Off (PTO) Policy

ThrivePass is committed to providing an inclusive and welcoming environment for all team members. We do not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations.

Salary

$60,000 - $65,000 per year