One platform, a whole world of opportunity: Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are everywhere.
Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.
When it comes to global employment, we walk the walk.
We're proof that companies don't need an office to create a highly-engaged culture.
Since the company's inception in January 2020, Oyster has:
Created a fully-distributed, vibrant team of 500+ employees across 60+ countriesEstablished a diverse leadership team and an employee base that's 60% femaleAchieved one of the highest employee engagement scores in its classRaised $150 million in Series C funding at a valuation of over $1 billion!Our momentum speaks to the power of global employment—and we're just getting started!
If you want to change the world with Oyster and be empowered to work remotely while doing so, we'd love for you to apply!
Location: While this position is posted in a specific location, all of Oyster's positions are fully remote and you can work from home.
Forever.
To create the best experience for our new hire (you?!)
this role does require that you are based within timezone GMT +/-5h.
The Role: Oyster is growing fast, and we are looking for a Business Operations Lead to help us make this growth scalable.
You will be working in our Customer Operations & Strategy team, which is part of the Customer Experience (CX) organization.
The Customer Experience organization is the voice of Oyster to our customers when they need additional help or support to use the Oyster platform and related global employment services.
Customer Experience also creates and grows long term customer relationships to ensure success and value when working with Oyster.
We bring our customer's voice to life internally across our business, so we can improve and grow our platform and services.
The Customer Operations & Strategy function supports CX with core services including process and data analysis, tool management, quality and workforce planning, and enablement.
As the Business Operations Director, you will run a small team (3-5 FTE) who work with all functions within the CX organization, as well as external stakeholders to design, implement, and improve our internal and customer-facing processes.
You will also be responsible for ensuring CX Leadership have access to, and insight from, appropriate dashboards to support day-to-day operations of the CX Organization.
Your process change portfolio will align to CX OKRs and you will be responsible for recommending which projects will have the greatest impact on our growth, customer experience, and efficiency.
You and your team will make recommendations based on data that you will analyze, or with insights provided by our data and finance teams.
Your analysis and recommendations will lead to a variety of exciting change projects needed to support the business as it rapidly grows.
You will drive and lead this process-based change to meet our growth, efficiency, and satisfaction targets.
What you and your team will be doing:
Leading a team of Process Analysts who will map & analyze our key processes in order to identify opportunities for improvement and efficiency gains, with a particular focus on interaction with the Oyster platform.Working on a portfolio of projects to create efficiencies; working across the full project lifecycle of identifying improvements, quantifying potential benefits, performing measurements & analysis, implementing improvements, and measuring & sustaining benefits.Analyzing data, conducting research, digging into case-by-case details and transforming findings into actionable business insights and recommendations, plans, processes, and playbooks.Leveraging large, complex datasets to identify, quantify, and influence tangible business gains.
Equally, drawing conclusions from limited or ambiguous data by combining with findings from other process analysis and investigation tools.Creating and maintaining process documentation, playbooks, and training material.Working with the Product and Zendesk teams to implement process improvements and automation.Working with stakeholders both in Customer Experience as well as cross-functionally to drive continuous improvement.Ensuring changes are communicated, absorbed, and acted upon by all impacted functions and departments.Communicating effectively, candidly, collaboratively, and challenging constructively to create rapport and establish trust.What we're looking for: Skill sets that are important:
Strong analytical, strategic thinking, and problem-solving skills.Experienced in process mapping and process analysis, identifying areas of waste and opportunities to improve to support scale & customer satisfaction.People management experience.
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