Operations Coordinator

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Summary

The Operations Coordinator, Consultative Services supports the Manager of the Consultative Services team as well as the Advisors supporting the Consultative Services products.

Their primary duties will include answering e-mails from clients and partners related to scope of services or client engagement, managing the new client onboarding process in coordination with the Implementation Team and the Advisor assigned to the account. Assisting with meeting scheduling/rescheduling as needed, monitoring Advisor queues and reassigning tickets as needed related to team PTO, attending initial client meetings along with the assigned Advisor, assigning with some project prep and providing Quarterly Business Reports to client that recap their engagement during the year. This position will also act as back-up support to the primary Frontline Team on an as-needed basis. The person who fills this role will need to have baseline HR knowledge. This individual will be required to prioritize operational efficiencies and assist with upkeep of team data as well as run reports to support the Consultative Services Team. The Operations Coordinator, Consultative Services should be flexible, quickly switching from one topic to another, and one communication medium to another (e.g. phone, email) as well as possess a high level of technical prowess, able to quickly learn new programs and processes and make recommendations for efficiency improvements as well as teach others how to find data and run reports as needed and share out high level summaries to the Consultative Services Team during meetings and by request.

Essential Functions Of The Position

The essential functions include, but are not limited to the following:

• Manage incoming written client correspondence and phone calls for ~70+% of the workday
• Maintain in-depth knowledge of internal proprietary platforms and pod-specific processes, including but not limited to providing cross-pod support as needed
• Manage email and other communications with internal teams to support client and partner needs in alignment with specific workflows
• Answer client and partner questions pertaining to scope
• Assess and triage client and partner escalations or unique scope requests, answering questions when possible and understanding when to include the Manager, Consultative Services or other members of the Leadership Team
• Track new client onboarding process including audit completion, schedule of first meeting, overall engagement, and keep notes accordingly
• Assign Advisor assigned to each client in Salesforce and track Advisor assignments and engagement in Pod-specific reports
• Apply knowledge of client needs to develop and suggest content, site navigation, and platform improvements
• Work closely with Account Management, Implementation, Marketing, and Advisory Leadership to ensure excellent client and partner experience and assist with diagnosing and troubleshooting as issues arise
• Assist with process development, documentation, and overall workflow improvements
• Regularly assist colleagues in troubleshooting unique system scenarios and provide administrative support to team members on an as-needed basis
• Responsible for thorough and timely documentation of client interactions
• Assist Advisors with client projects and meetings
• Consistently participate in cross-functional projects in support of company and/or team goals
• Create, maintain, and deliver training to new hires and colleagues
• Has ongoing ownership of ancillary tasks to support the Consultative Services team operational success
• Perform other duties as assigned
  
  

Core Competencies

Analytical and conceptual thinking: The ability to tackle challenging circumstances independently and confidently by using a logical, systematic, sequential approach and to find effective solutions by taking a holistic, abstract, or theoretical perspective.

Credibility: Perceived as responsible, reliable, and trustworthy.

Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.

Results Orientation: The ability to focus on individual and group desired results; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

Self-confidence: Faith in one’s own ideas and capability to be successful; willingness to take a stance in the face of opposition.

Experience, Skills, Abilities, Education, And Certifications

• HR experience or Spanish fluency are preferred qualifications
• At least one year as an HR Coordinator or similar role
• Stellar customer service skills with a professional sense of compassion for difficult situations
• Intermediate or greater Microsoft Office and Google Workspace skills
• Ability to expertly research, communicate, and present to a wide variety of audiences
• Strong reading comprehension, internet navigation, and research skills
• Experience in troubleshooting basic technological system operation issues
• High level of discretion and ability to follow policies on confidentiality
• Ability to build strong interpersonal relationships and work well with peers, managers, and customers
• Ability to recognize the need for more detail and extract appropriate context using pertinent follow-up questions.
• Ability to organize and efficiently manage multiple competing priorities with a sense of urgency and minimal supervision
• Ability to manage heavy telephone, email, and other message format volume
  
  

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.