Operations Associate

OverviewAs an Operations Associate, you will be an integral part of the Strategic Wellness Advisory Team and responsible for the operational success of our mental health benefits platform to our key strategic and large client accounts.ResponsibilitiesOperational Rollouts : Track and monitor operational data and metrics, providing analysis and insights to support projects and initiatives.Assist in the implementation and ongoing monitoring of internal and external processes, including service level agreements (SLAs), to meet operational requirements.Collaborate with internal teams (commercial, clinical, product) to ensure alignment with commercial demand and contribute to project implementation.Client Engagement : Support the coordination and execution of operational requests for client delivery (e.g., onsite events, webinars).

Communicate with users via email, chat, and calls to provide timely support on Intellect's services.Share accurate information on available resources and options to help users make informed decisions—this may include assisting them in selecting appropriate care, clarifying service differences, and booking appointments.Deployment : Assist in provider sourcing and engagement in collaboration with the Care Operations team to deliver client outcomes.Handle administrative tasks such as responding to emails, managing booking requests.Support logistical administration related to provider sourcing and payment.Work collaboratively with team members in the APAC timezone while maintaining effective communication and workflow with clients primarily located in US / Canada and LATAM time zones.QualificationsExperience within the tech startup space and ideally (but not required) within the Healthcare / Patient experience-related / Employee Assistance Program (EAP) industry.Strong operational background, able to get hands on in developing and ensuring adherence to processes from ground-up.Strong in data management, project management and scenarios analysis utilising spreadsheets and databases.Effective in communication and in working on projects cross-functionally.Thrive in meeting tight deadlines and managing priorities under pressureOpen to candidates in Mexico and BrazilBenefitsGlobal company – work in a diverse environment with people from nearly 20 countriesGenerous leave policy – time off to rest and rechargeChristmas week off – company-wide break during Christmas, separate from annual leaveBirthday leave – enjoy a day off on your birthdayQuarterly mental health days – one day off every quarter to focus on your wellbeingFlexible work arrangements – work in a way that suits your lifestyle and goalsWork-life balance – a culture that values personal time and long-term wellnessMedical coverage – comprehensive insurance for peace of mindPerformance bonus – high performance is recognised and rewardedDevelopment budget – annual allowance to support your professional developmentMental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric careSocials and communities – regular non-work events / activities to connect and have fun together

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