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Strategy and Operations Specialist, Service Delivery



Canada · Remote
Posted on Saturday, May 25, 2024

What’s Bench? Visit Bench's latest news to see what's happening, and read what our customers have to say. You can also check us out in Medium, on our LinkedIn page, our Instagram, and our Life at Bench Blog.

We acknowledge that Bench is founded on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.

Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses.

Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable.

We’re growing fast, and we’re looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it’s like to work at Bench and read more about our business here!

Why is the Strategy and Operations Specialist position an exciting opportunity?

The Service Delivery team at Bench is responsible for delivering all aspects of Bench’s multi-faceted customer experience - including onboarding, bookkeeping completion, tax filing and customer success. Bench is responsible for delivering a life-changing service to our small business clients, and this role will play a critical role in equipping the teams at the front line of that service with the tools, processes, reporting and analytics they need to succeed.

What you’ll get up to:

  • Dive into service delivery processes and utilize process improvement and problem-solving techniques (E.g. Lean management, Process Standardization, Waste Reduction, Process Mapping, Kaizen and Continuous Improvement, etc.). To define and implement an ideal future state.
  • Work collaboratively with service delivery partners to model and analyze data in google sheets/excel using fundamental data analysis/modeling techniques. Presenting findings to senior stakeholders.
  • Actively participate, and in some cases lead, initiatives focused on analysis and understanding of current state and problems, identifying improvement opportunities based on addressing root causes, creating business cases with recommendations and implementation roadmaps to enable and support executive decision-making.
  • Work hand-in-hand with our Business System and Data Intelligence teams to capture clear requirements, outline user stories, and define acceptance criteria for long-term success.
  • Be responsible for processes and understanding that lead to good system configuration, design functionality, and end-user support of the service delivery platforms.
  • Collaborate with various internal service delivery departments to ensure our Systems environment and external tools continue to evolve for scalable internal processes and requirements relating to functionality and performance.
  • Work with internal teams through the initiative lifecycle leveraging project and change management expertise.
  • Establish and implement change control, as well as adoption of best practices with regard to system improvements, including: configuration, development, testing, data integrity, etc.
  • Identify process risks and areas for UX improvement; prioritize, design, and facilitate successful implementation and adoption of new processes and system UX improvements; whether this is in salesforce or alternate service delivery systems.
  • Develop and implement training for end-users. Create and maintain all training materials and guides for processes related to system business applications and usage.
  • Be accountable and results focused for our service delivery teams, including building strong relationships with others based on integrity, understanding, and authenticity.
  • Make mistakes and face challenges, but be motivated to learn fast from them and make high impact technical system improvements.
  • Embrace feedback with arms wide open and action it to further your success.
  • Contribute to a high-performing team by bringing lots of mental horsepower, amazing work ethic, positive energy, and a little weirdness to keep things interesting.

What you'll need:

  • Comprehension of process improvement methodology and problem-solving techniques (E.g. Lean management, Process Standardization, Waste Reduction, Process • Mapping, Kaizen and Continuous Improvement, etc.).
  • Knowledge of problem-solving methodologies along with understanding of change and risk management processes.
  • Hands-on knowledge of data modeling and data analysis, consider yourself a gsheet/excel expert and have knowledge of fundamental data analysis/modeling techniques,
  • Bachelor’s degree in engineering, business, economics, or other related fields.
  • 1 to 3 years experience as an Operations Specialist, Analyst, Consultant, Jr Project Manager or a similar role.
  • Strong written and verbal communication skills.
  • Process analysis skills including a general understanding of time studies, value added/non-value-added time analysis, process flow creation, swim lane diagrams etc.
  • Passionate about bringing out the full potential of individuals and organizations.
  • Motivated by generating tangible organizational and financial gains.

It could be an even better fit if you:

  • PMP, LSSGB/LSSBB or other related certifications.
  • Previous consulting experience, ideally in a client-service environment or internal.
  • Operational experience at a high-growth start-up.
  • Knowledge and ability to read and understand financial statements.
  • General knowledge of no code / low code tools.

What you'll get:

  • At Bench we share information freely and openly whenever possible. The salary range for this role is $73,200 - $91,500 per year, depending on experience.
  • In addition, we offer an extended benefits package that includes paid vacation, paid flex days, stock options, and full health, dental, and vision.
  • You’ll get access to Inkblot Therapy’s Employee and Family Assistance Program (EAP) that offers counseling and support, for you and family members, as well as professional development coaching, financial advice, legal advice and much more.
  • Bench has a number of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices.
  • If you live in BC’s Lower Mainland, you have the opportunity to work at home or in our downtown office location, depending on your preference! If you’re interested in remote only, we currently focus our hiring efforts in the following provinces: British Columbia, Alberta, Ontario, New Brunswick, and Nova Scotia.
  • We provide solutions to bring all teams together for collaboration and connection.
  • Regardless of how many days you decide to visit the office, you’ll have access to our Home Office Setup Fund to ensure that you have everything you need to work comfortably from home, from day one.
  • You’ll have the opportunity to work from somewhere other than your home province for up to 90 days in a 12-month period.

Everyone has their own unique talents. Even if you don’t meet 100% of the qualifications outlined above, tell us why you’d be a great fit for this role in your application.

We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities because we believe that without you, we are all less. If you are selected for an interview and require support during the process, including disability accommodation, we'll give you the opportunity to tell us when we contact you.