Operations Associate, Guideline
Production Support
$70-85k
Salary varies by location; Eligible for equity in the form of Incentive Stock Options (ISOs)
Retirement plans for small business
Open for applications
Retirement plans for small business
201-500 employees
Open for applications
$70-85k
Salary varies by location; Eligible for equity in the form of Incentive Stock Options (ISOs)
201-500 employees
Company mission
To help everyone arrive at a safe, secure retirement, whether they're a small business owner, an employee, or self-employed.
Role
Who you are
- 3+ years experience in a finance services, operations, or account management role
- Investigative skills to triage issues and find solutions quickly
- Process oriented, accurate documentation skills, sharp attention to detail
- Demonstrated ability to juggle and prioritize among multiple tasks
- High comfort level with data and analytics with data manipulation
- Strong collaboration skills: comfort level talking to different teams and levels
- Passionate about technology
- Bachelor's degree required
What the job involves
- The Production Support Team is seeking a collaborative and solution-oriented Operations Associate to play a vital role in making affordable retirement benefits accessible to American workers
- This is an opportunity to thrive by tackling technical unknowns, diagnosing issues with resourceful problem-solving, and contributing to a tight-knit, energetic team
- On the front lines, you will leverage strong communication, partnership, and your ability to connect the dots to directly contribute to a best-in-class customer experience, reporting to the Director of Operations
- Diagnosing and Resolving: Investigating Tier-1 issues and bugs reported by customers, partners, and internal teams to identify and implement effective, timely solutions
- Maintaining Service Excellence: Resolving issues within SLAs while managing operational changes to continue our best-in-class customer experience
- Strategic Escalation: Identifying and escalating issues to Tier-2 or Support Engineering based on established criteria, ensuring efficient problem resolution
- Data-Driven Insights: Regularly measuring and reporting on key performance indicators (KPIs), analyzing trends to provide valuable insights for continuous improvement
- Becoming a Product Guru: Developing deep expertise in Guideline's product, tools, and processes to effectively support our users
- Driving Innovation: Presenting your ideas and recommendations, proactively seeking and implementing opportunities to enhance our operational processes
- Cross Functional Improvements: Partnering with Customer Success, Product, Engineering, and Legal & Compliance teams to identify and execute projects that increase efficiency
- Supporting Team Operations: Assisting in the maintenance and updates of our essential tools and systems
- Contributing Broadly: Taking on other responsibilities as needed to support the team's success, adapting and learning new tools/processes
Our take
When businesses offer a 401(K) plan, a message is sent to employees and potential employees that their future is valued by their employer. However, small businesses are often left behind, being charged extortionate fees or ignored by 401(K) providers altogether, leaving many American families with no retirement savings and the potential of retiring into poverty.
Guideline spotted this oversight as an opportunity to jump in and offer small businesses an affordable 401(K). It generates income by charging each business a flat monthly fee per participant.
The company now manages retirement plans for hundreds of thousands of people in over 40,000 companies and has accumulated over $8 billion in assets under management. Benefits providers Intuit, Gusto, and Square all use Guideline as their 401(K) partners.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES E
Jul 2020
$80m
SERIES D
Total funding: $339m
Company benefits
- Comprehensive medical, dental and vision plans—100% for employees, 70% for dependents
- Generous 401(k) match
- Paid time off + unlimited vacation days
- Paid parental leave
- Mental health coaching and therapy
- Learning and development stipend
- Cash referral bonus
- Commuter benefits
Company HQ
Downtown, Burlingame, CA
Leadership
Kevin Busque
(CEO)Majored in Computer Information Science at Fitchburg State University. Started out as an Advisory Unix Systems Administrator at IBM and then founded LinkedUp.net, an Open Source consulting company, in 1996. Acted as Chief Information Security Officer at the Institute for Health Metrics and was Director of IT at Humedica. Co-founded TaskRabbit in 2008, acting as its VP of Technology until 2015.
Mike Nelson
(CTO)Majored in Mechanical Engineering at the University of Southern Maine. Was Mobile Developer and CTO at TechStars-backed Accelgolf from 2007 to 2010. Joined SkillSlate as Rails Engineer and CTO, before being hired by TaskRabbit as Staff Engineer in 2012.
Jeremy Caballero
(Co-Founder & CPO)Started out as a Junior Programmer at Mail Boxes Etc. Worked as a Photographer and Videographer from 2007 to 2011, and then as a Freelance Digital Designer. Was Lead Designer at lifestyle adventure brand Targa Trophy before joining TargetSafety's UX team. Was made Lead Product Designer at TaskRabbit in 2012.
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