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Operations Associate - Customer Operations

Guideline, Inc.

in Remote / Austin TX / Solana Beach CA / Portland ME / San Mateo CA / CO / FL / GA

Logo for Guideline, Inc.

Guideline is looking for an Operations Associate to join the Customer Operations team. This role is available in all locations with a strong preference for office access to either Portland, ME; Austin, TX; San Diego, CA; San Mateo, CA; or Atlanta, GA.

What You Will Be Working On

The Operations Associate role supports core functions of servicing our customers behind the scenes to provide a seamless, accurate and timely experience for our clients. In this role, we’re looking to scale our operational workflows with process improvements, data analysis, and automation by leveraging data tools to create an efficient servicing model designed to scale.

  • Support cross-functional company projects and products, such as account reconciliation and plan compliance
  • Increase company efficiency by helping complete core operational transactions, onboarding new clients, loan servicing, and cash disbursements
  • Investigate errors to identify the root cause of client issues and identify corrective actions
  • Support internal clients and master Guideline’s core platform and workflows
  • Create scalable processes to build greater efficiencies as the business grows
  • Collaborate on customer questions and active operational projects with cross-functional teams
  • Help collect and refine best practice recommendations, as well as continuously look for ways to improve processes, internal tools, and external product features
  • Assist the Operations team in keeping our tools, systems, and SOPs updated
  • Other duties as assigned

The Team

This role is reporting directly to the operations team manager. The team currently has 20 members and roles into a 100 person Customer Operations team which includes Customer Success & Support, Operations including retirement plan administration and filings as well as On and Offboarding small business owners and their employees.

What We’re Looking For

  • Bachelor’s degree
  • Intermediate to advanced knowledge of Excel is a must
  • Basic knowledge of project management and completes deliverable within timelines
  • Demonstrated ability to juggle and prioritize among multiple tasks
  • Comfortable with basic data and analytics (collecting metrics and building visualizations)
  • Strong collaboration skills: comfort level talking to different teams and levels
  • Well-organized, with a sharp eye for detail
  • Not afraid to jump into process workflows and take chances on improvements
  • Likes asking “why” and good at problem solving
  • Passionate about technology and curious 

More About Guideline

At Guideline, we're helping people save for a better future. In an industry full of complicated pricing and excessive fees, we offer affordable 401(k) plans with no transaction fees.

With over 25,000 clients and 5 billion dollars in assets under management, in just a few years of operations, we're well on our way to making smart retirement planning easy for everyone.

We have raised $344M to date with top-tier investorWe have raised $344M to date with top-tier investors, including our most recent $200 million dollar Series E round with General Atlantic.

Offer Package

  • Competitive Salary + Equity in the Company
  • Flexible Vacation Policy
  • 401(k) Matching
  • 100% coverage of Health / Vision / Dental
  • Generous parental leave policy

Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

How to Apply

Apply Now


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