The Senior Associate, Customer Experience New Launches role is responsible for driving the readiness lifecycle, translating complex product launches, policy shifts, and tooling updates into actionable plans for our agents. This role will lead launch readiness, bridge the gap between the voice of the frontline and strategic plans, be a key connector across diverse teams, and make an impact at scale.
Requirements
- Proven track record of autonomous project execution and organizational rigor to manage multiple complex initiatives simultaneously
- Exceptional communication and influencing skills to engage and align stakeholders at various levels
- Strong operational mindset with high attention to detail and passion for designing scalable processes and reducing friction
- Analytical thinking with comfort in using data and dashboards to inform readiness planning and validate outcomes (SQL experience is a plus)
- Ability to thrive in fast-paced, ambiguous environments and see complexity as an opportunity to simplify and build
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program
