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CoverWallet, Senior Product Operations Analyst
 Aon | |
 United States, New York, New York | |
| 171 Madison Avenue (Show on map) | |
 September 12, 2022 | |
| About Us: CoverWallet, an Aon company, was founded in 2015 to reinvent the $100 billion small business insurance industry. We have an incredibly talented team of ~500 colleagues in New York, Spain, and Singapore working collaboratively to develop a global digital insurance platform powered by data science, user-centric design, and modern technologies. As a part of Aon, a leading global professional services firm providing a broad range of risk, retirement, and health solutions with 50,000 colleagues in 120 countries, CoverWallet has the mindset and culture of a high-growth startup with the backing and support of a global multinational company. CoverWallet is the easiest way for businesses to understand, buy, and manage insurance online and has been recognized as a CNBC Upstart 100, won the Best Insurtech Solution from the Benzinga Awards and was named "One of the Most Entrepreneurial Companies in America" by Entrepreneur Magazine. Job Summary: As a Sr. Product Operations Analyst, you will work in our global Product Operations team, troubleshooting and responding to product issues reported by front-line employees using our global digital insurance platform. This role will be instrumental in ensuring the right team structure and processes are established to meet and exceed product support SLAs and deliver an extraordinary experience to our front-line employees. You will work as part of a rapidly growing team in a fast-paced environment, supporting and improving the experience of front-line employees using our platform. In this capacity, you will interface and collaborate with a wide set of executive leaders from the Product, Engineering, Operations, Sales and Business teams. This is a unique opportunity to help establish and lead a highly responsive and scalable Product Operations team at CoverWallet. You will receive a competitive salary and work in a highly collaborative environment. We are a fast-paced, rapidly growing firm that is the perfect place for a goal-oriented, hardworking individual who is looking to make a large-scale impact. We expect substantial growth over the next few years, which means you can expect plenty of opportunities to learn and advance your career. Essential Job Functions: We are looking for an individual who can work collaboratively to: Deliver exceptional product support to front-line employees using our platform Define product support metrics and SLAs, and configure and maintain appropriate tracking systems Identify and document steps needed to reproduce platform issues Advance tickets requiring product & engineering input with the appropriate level of urgency and follow through upon resolution Work with Product, Sales, and Operations teams to maintain comprehensive internal documentation about our platform Find opportunities to improve user experience to decrease future training needs and support volume Participate in user acceptance testing for new products and features Regularly share support metrics and product feedback to the Product team Qualifications: Education: Bachelor's degree and 2+ years of product/technical support experience Technical: Experience working in Salesforce or with Salesforce Administration is preferred Experience working with and configuring tracking systems such as Jira Experience with monitoring software and business intelligence tools is a plus Experience with Looker to query data, validate data accuracy, identify error sources and draw relevant insights Professional: Exceptional troubleshooting and problem-solving skills Ability to multitask and prioritize issues across multiple channels (chat, email, tickets) Ability to learn new technologies and keep up-to-date on a constantly evolving platform Self-motivated and resourceful, with a strong ability to work autonomously Willingness to work efficiently to get tasks completed Comfortable working in a fast-paced and dynamic environment Strong written and verbal communication skills The ideal candidate is located in New York City, or Rochester, NY, however, we will consider remote applications located in EST time zone. How we support our colleagues In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working! Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued. Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace. Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. #LI-MM2 #LI-HYBRID #LI-REMOTE #USA_IND 2514939 | |