Customer Onboarding Operations & Insights Analyst

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. 

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, Uncork, and more.

About the role

We’re looking for a fast, creative, forward-thinking professional with a strong background in managing multiple projects at once. You’re the right fit for this role if you are comfortable with figuring things out as you go, default to action, and adapt to additional responsibilities, which may span across communicating with stakeholders and managing shared inboxes. You'll work closely with sales, onboarding, and operations teams to manage various customer onboarding projects and initiatives. Process-driven and people-focused - you are organized, friendly and flexible.

What you get to do every day

• Evaluate existing onboarding processes to identify inefficiencies, develop comprehensive improvement plans, and execute changes to optimize workflows.
• Analyze onboarding data and insights to identify trends, bottlenecks, and areas for process improvement, providing data-driven recommendations to stakeholders for informed decision-making.
• Collaborate cross-functionally with various departments (including Sales, Customer Success, and Engineering) to build, improve, and optimize systems and tools utilized by the onboarding team.
• Contribute to strategic initiatives aimed at boosting revenue growth, aligning with overall company objectives.
• Create, and track all onboarding targets, ensuring alignment with organizational goals while providing regular updates on progress.
• Work with Customer Onboarding teams to troubleshoot issues to ensure there are no delays in the onboarding process.
• Ensure our product meets customer and partner expectations by executing quality assurance testing as needed.
• Manage case and project load effectively, and follow up with internal stakeholders as required.
• Monitor onboarding procedures & reporting, maintain problem logs, and report issues to managers and product developers.
• Assist Onboarding Operations Manager by planning, tracking, documenting, and reporting quality levels, as well as coordinating any further functions relating to the operations of onboarding.
• Assist in building out tools and tracking to help construct/change processes and procedures that enables the onboarding team to successfully monitor and manage workloads efficiently.

What you bring to the role

• 3+ years of experience working in business operations or sales operations
• Excellent organizational, project, and time management skills. Can juggle multiple tasks with varying deadlines and stakeholders effectively
• Excellent verbal and written communication skills
• The ability to maintain standards for reliability and performance of production
• Strong problem-solving and analytical skills
• Critical/Logical Thinking
• Meticulous attention to detail - rarely making typos and noticing discrepancies that others would miss
• Experience working with various collaborative systems such as Salesforce, Tableau, Google and Smartsheet.
• A self-starting attitude and desire for learning new programs and systems and widening your knowledge base about the retirement industry and our product
• Experience working in a fast-paced, high-growth software company where change is a constant

Why you will love working