Business Operations Manager
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Mulberry is disrupting a $40B insurance industry by providing omnichannel merchants a seamless plug-and-play platform from which to offer product insurance. We call NYC home and are founded by a team of executives who are passionate about e-commerce and building efficiencies through a customer-first outlook. Our platform not only drives revenue for brands, but also improves customer experience and trust in warranty programs.
Mulberry is hiring for an experienced Business Operations Manager to help expand our coverage offering, streamline our processes, and support our growing customer base. You'll be joining a close-knit, agile team and will be expected to hit the ground running from day one, with support from the department head and greater leadership team (while maintaining a sense of humor along the way!).
What You’ll Do:
Underwriter & Program Management
Underwriter & Program Management
- Manage existing underwriter relationships & help to improve upon process, documentation, and escalations
- Help to expand Mulberry’s underwriter network
- Manage the onboarding process, from contract to implementation
- Research new avenues for coverage expansion
- Constantly research for ways Mulberry can improve upon its existing coverage offering
- Manage program pricing & analytics, with an eye for keeping Mulberry’s programs competitive
- Be the expert on all of Mulberry’s programs & own all documentation & internal knowledge bases
- Project manage a large coverage-focused initiative that Mulberry is currently rolling out (this project is ongoing, with the expectation to continue into Q1 2021)
Sales Ops
- Support the Sales team by creating & regularly training upon internal coverage documentation, particularly as programs expand and evolve
- Build out retailer-facing program collateral
- Be the first point of contact for the Sales team on all questions coverage & program related
- Work with the Sales Ops Manager to streamline process for Sales questions and asks
- Be able to communicate directly with, and eventually train, certain retailers no
Additional Responsibilities:
Recruitment & Culture
- Help to source for a few roles needed across the business & be responsible for assigned parts of the recruitment journey
- Work with hiring managers to create descriptive and compelling job descriptions that attract quality candidates
- Build a strong network of potential candidates for a given role
- Assist with new-hire onboarding for your assigned roles
- Help to ideate & plan office/team events
Customer Experience
- Help to field inbound customer communication via multiple channels (chat, emails, calls) & resolve customer requests with expediency
- Navigate customers through the use of our product and identify, troubleshoot, and escalate technical issues that surface
- Use reporting to make suggestions for product & process improvement
- Other tasks as needed & as you evolve in the role
What We’re Seeking:
- 2-4 years of experience in business operations
- Strong verbal & written communication skills
- Experience working cross-functionally
- Driven and ready for a challenge - able to take initiative
- Passion for process & efficiency
- Solutions-oriented & able to problem solve in a high-pressure environment
- Ability to take on multiple tasks simultaneously, while managing and meeting deadlines
- Strong organizational skills
- Ability to take initiative - a go-getter!
- Empathetic, smart and ambitious
- Technical, detail-oriented mindset, with the ability to analyze and synthesize data
- Can-do attitude: no task is too small or too large
- Down-to-earth, engaging personality
- Great sense of humor!
Nice-to-haves:
- Experience working with a sales team
- Extensive customer-facing experience
- Experience working for a startup
- Experience with customer support & CRM tools, such as Intercom and/or Zendesk
- You’ve built out new systems, processes and/or methodologies that are still in use at current or past companies
- Familiarity with the e-commerce and/or insurance spaces
Benefits & Perks:
- Competitive salary
- Equity
- Full benefits, including 401(k)
- Unlimited PTO
- Strong, vibrant, and fun culture, with lots of virtual outings!
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