Job Summary

The Operations Support Intern - Level II will assist the Director of Business Operations in various continuous improvement projects across the RouteOne Business Operations team, notably working with department managers and SMEs to audit, inventory and clean up knowledge base articles, system records and to determine how to improve process workflows to boost team performance, customer support issue identification and resolution, systems performance, and other benefits. This individual will also help determine how to improve the department's online collaboration capabilities to enhance cross-team and cross-enterprise communications. This individual will learn how the Operations department at a mid-sized and quickly growing technology company functions.

Job Elements

• Work with Business Operations manager(s) and SMEs to:

• Locate and inventory all knowledge base articles with the intent to review and clean up any duplicates, consolidate, retire those no longer needed and work with SMEs to validate that all active KBs are accurate.
• Audit Salesforce to clean up existing records, remove duplicates and provide suggestions on gaining efficiencies.
• Review workflows (Case escalation & de-escalation, by sell, premium services, Fusion, CAs/eC eDPA, etc.), process driven tasks, and communication automation for efficacy. Run through sample enrollment and process automation to test and validate internal processes. Test and document current Process Builder implements for utility and efficacy.
• Determine how improved metrics and reporting can be used to boost team performance, customer support issue identification and resolution, systems performance, and other benefits.
• Review and optimize current system configurations and integrations between Menu, Salesforce, Natter Box, and additional outside tools (Docusign, Nintex/Loop, etc.).

• Use skills and knowledge gained on the job, and prior experience and perspective, to design improved means for the Business Operations department to collaborate with each other as well as with key stakeholders in the organization, including improvements to the Business Operations collaboration site.
• Support the Business Operations team in other continuous improvement activities across the Support, Enrollment, and Finance Source teams, as identified during the internship.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Strong analytical skills and familiarity with various data and reporting suites (e.g., Tableau, Salesforce, etc.) useful.
• Proficient in Microsoft Office products, including, but not limited to: Word, PowerPoint, Excel, Outlook, SharePoint, and Visio.
• Experience in workflow management a plus.
• Experience in technology customer service a plus.

Abilities

• Exceptional communication and analytical skills.
• Ability to think critically and problem solve.
• Ability to work in a team environment.
• Disciplined, independent worker with professional demeanor.
• Ability to multi-task and properly organize workload according to business need.
• Excellent attention to detail.

Other Essential Requirements

• Pursuing a bachelor's degree in business or technical area, or suitable work experience.