What You Will Work On

The Operations Associate role supports the servicing of our customers behind the scenes to provide a seamless experience for our clients. We're looking to improve our operational workflows with process improvements, data analysis, and automation by using data tools to create an organized servicing model designed to grow. You will be reporting directly to the Operations team manager. The team has 40 members in the larger 150 person Customer Operations department which includes: Customer Success & Support, Operations, retirement plan administration, Filings, and On and Offboarding small business owners and their employees.

• Create scalable processes to build greater efficiencies as the business grows
• Collaborate on customer questions and active operational projects with other teams
• Help collect and refine best practice recommendations, and look for ways to improve processes, internal tools, and external product features
• Investigate errors to identify the cause of client issues and identify corrective actions
• Assist the Operations team in keeping our tools, systems, and SOPs updated
• Support larger 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
• Support internal clients and master Guideline's core platform and workflows
• Other responsibilities as assigned

What We're Looking For

• Intermediate to advanced Excel skills; including vlookup, index match, pivot tables, and conditional formatting
• You love improving workflows through business systems including Salesforce, Asana, Jira, and Confluence with a passion for a single source of truth documentation
• Experience with basic data and analytics tools; including BigQuery, Looker, Tableau, and Data Studio
• Basic knowledge of project management principles
• Context switching and prioritizes among multiple competing tasks
• Comfortable collaborating and working with different teams
• Not afraid to jump into process workflows and take chances on improvements
• Likes asking "why" and enjoys problem solving
• Passionate about technology and curious
• Experience working with third-party payroll providers is preferred, but not required
• Bachelor's degree preferred but not required

More About Guideline

Technology is the backbone of what we do. It allows us to automate many 401(k) administrative tasks, integrate with leading payroll providers, and build affordable retirement plans for the smallest businesses. But our platform is powered by people—engineers, account managers, data analysts, retirement consultants, and many more. Together, we're creating a retirement platform that puts people first and empowers small business owners, their employees and the self-employed to not just retire, but arrive at a secure retirement.

In just a few years of operations, we've grown to 30,000+ clients and over $6 billion in assets under management—and have raised $344M with top-tier investors.

Offer Package

The expected Salary Range for this position is $70,000 - $85,500 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.

Additional benefits:

• Flexible vacation policy
• Company equity
• 401(k) with matching contributions
• 100% paid employee insurance coverage
• Annual learning and development stipend
• Parental leave
• Sabbatical after 5 years of employment

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.

Employment open to residents of CA, CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.

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