Operations Associate

About Clipboard

Our mission is to uplift as many communities as possible. We do this through our app-based marketplace that connects healthcare professionals with the workplaces that need amazing workers. This enables hundreds of thousands of people to achieve financial stability for themselves and their families while providing essential care to millions of people across the U.S.

Founded in 2016, we are a remote-first team of over 1,000 people building a top <u>Y-Combinator company</u> and have been profitable since 2022. We’re the leader in Long-Term Care staffing and are rapidly expanding into Home Health, Hospitals, and more, meaning we have more work to do than people to do it, and are growing our team to support millions more people and their communities.

Overview

The Operations Strategy Associate role is a generalist role at Clipboard suited for the “all-around athlete” type who can do it all and wants exposure to a range of problems and opportunities.

You’re likely someone who’s interested in and capable of solving different problem types, you’re resourceful, adaptable, and confident you can figure it out if you can sink your teeth in deep enough. These are the ingredients for a problem-solver who is eager to flex into multiple different types of roles and responsibilities depending on what’s needed and most impactful.

While we know that you'll likely start working within one of our Operations teams, we don’t know exactly what work or projects you’ll drive out of the gate, so you’ll notice the work we’re advertising isn’t entirely specific. Some candidates may begin in more execution-focused roles within Operations (similar to CX), depending on their strengths, while others may take on project or team leadership earlier on.

But we’ll make a few promises about the role: it will be high-impact, fast-paced work that directly affects our customers, product, and business.

In terms of “what might I actually do” – here’s a list of example initiatives to give you an idea:

Redesign our process for reaching out to workplaces about converting them to new methods of payment, such as getting customers who send checks to start paying us via eCheck to speed up the cash conversion process.

Research, vet, and onboard a new vendor that embeds AI agents into our customer-facing efforts.

Build an internal predictive analytics model to catch bad payers earlier with high accuracy.

Spearhead a quality task force that ensures top quality for our biggest customers.

Manage a team of agents within one of our Operations teams.

Work directly within workflows, including handling customer interactions, resolving issues, and identifying opportunities to improve the front line processes.

Who we're looking for

We find those who are most successful in this type of role

Are insatiably curious and notice non-obvious clues and patterns: Curiosity sits atop our company values. Understanding something from first principles and getting to the root cause of the problem will often reveal the best solution, and a natural and unwavering curiosity to keep asking questions and digging will take you most of the way.

Roll up their sleeves and go to the source: There are multiple ways to say this: touching reality, dogfooding, seeing for yourself, going to the front-lines, etc. Don’t just take someone’s word for it – go find out yourself by testing the feature, or listening to the agent call, or calling the customer, or executing the workflow. This is how you seek truth.

Bring a tenacity and persistence to problem-solving: You’ll hit walls and find yourself in uncertain and unfamiliar situations. If you can sit with the uncertainty, look at the problem from new angles, and keep applying pressure to a problem – you’ll position yourself for breakthroughs.

Bounce back from failure quickly: You’ll make mistakes, move in the wrong direction, and stumble from time-to-time. Just avoid big mistakes and don’t make the same mistakes twice, and learn from