Senior User Operations Specialist

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PURPOSE:

The Predictive Index—the talent optimization leader—is an award-winning best place to work (Inc., Glassdoor, Boston Business Journal, The Boston Globe).

Our mission is “Better work, better world," and we take great pride in PI’s power to supercharge workplace relationships and culture to achieve the unthinkable. We’re our own best case study! You’ll be working toward a mission that inspires you, and you’ll be surrounded by fun, smart, driven people day in and day out.

There’s a reason more than 8,000 companies—including Nissan, Citizens Bank, Drift, Subway, Blue Cross Blue Shield, Docusign, and Omni Hotels—trust PI to help them hire top talent, design winning teams, and develop leaders at every level. Come discover how we empower our clients to solve their biggest challenges and make their business dreams come true.

The Predictive Index is a place where people with diverse backgrounds, experiences, and perspectives collaborate on amazing, important work. We celebrate our differences, knowing that they are fundamental to our success as an organization. “Better Work, Better World,” starts here, in an organization where every member of the PI community is valued, respected, and welcome. We encourage people from underrepresented backgrounds to apply.

POSITION:

The Senior User Operations Specialist will have demonstrated the ability to deliver exemplary customer service and provide simple solutions to sometimes complex problems, while flourishing in a fast paced, challenging environment. This individual has shown a knack for handling escalated or potentially escalated situations, has shown themselves as an expert in problem solving, displays the capability and competency to learn more advanced technical skills, has established themselves as a leader and resource to their peers, and is capable and ready for more.  

You’ll be responsible for:

  • Resolve 100% of Tier 2 escalations
  • Communicating critical issues to your manager, Product and Engineering
  • Working Tier 1 cases/channels if requested to by their manager due to high volumes
  • Assisting in training for new features pre or post software release, and for new hires
  • Working with integration vendors to troubleshoot and resolve errors related to a specific client integration
  • Driving technical improvements to reduce friction, and increase efficiencies both for our customers, partners, and for PI
  • Partnering with User Operations Manager and Team Leads to identify areas of opportunity for technical education and/or automation to support the mastery and efficiency of the User Operations team
  • Creating and maintaining Zapier automations
  • Communicating technical information clearly and effectively over the phone or in writing

We think it’s important that you have:

  • A demonstrated ability to think and act quickly and decisively
  • Deep understanding of root cause and critical problem solving
  • Basic knowledge and understanding of SQL and SQL systems
  • Organized; excellent time management skills
  • Leadership mentality - you are leading the charge
  • A desire to continue the path of growth, learning, and development
  • Sought out, identified, and engaged in additional tasks aimed at improving user experience, internal processes, or quality of product
  • A passion for helping others succeed - this role is the next step towards managing a team
  • Mastered the User Operations specialist role in terms of knowledge, production, and empathy for our customers (internal candidates)
  • A track record of interdepartmental collaboration, with experience managing up and across to get things done (internal candidates)

People most qualified for this role will be:

  • A leading, high performing User Operations Specialist in the 1 year+ range.
  • Embody a desire to continue to learn and grow
  • Able to master their ‘day job’ while progressing on other initiatives
  • Recognizing when it is time to escalate an issue or bug to the next level
  • Confident and comfortable handling escalated situations with empathy and a positive attitude.
  • Intellectually curious, resourceful, and driven to get to the root of issues experienced by customers and/or partners

Just as our employees are threads in the cultural fabric of PI, THREADS is our framework for understanding our core values.

Teamwork: Focus on the “we,” not the “me.”

Honesty: Follow your moral compass.

Reliability: Be someone others can count on.

Energy: Be balanced, be energized.

Action: Errors of action are better than errors of inaction. Be brave.

Drive: Own it.

Scope: Don't try to boil the ocean.

The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

The Predictive Index is an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • .NET CoreFrameworks
    • PardotAnalytics
    • DoceboAnalytics
    • AsanaManagement
    • JIRAManagement
    • DomoManagement
    • WordpressCMS
    • SalesforceCRM
    • SalesloftCRM

Location

Our office is close to lots of restaurants and a huge shopping area. Just minutes from the Rt. 128 train station, we're commuter friendly to everyone!

An Insider's view of The Predictive Index

How would you describe the company’s work-life balance?

I think The Predictive Index really puts its people first. My manager has been really supportive of my needs in and out of the office. I think having a manager that cares about me as a whole person makes me feel more fulfilled and energized to come to work.

Caraline

Recruiter

What does your typical day look like?

I'd say a good third of a "typical" day is spent meeting with people to make sure our team is building the right stuff and in the right way. Another sixth my day is spent interviewing or thinking about hiring and onboarding since we’re growing so fast. The last half of my day is hopefully spent programming! Building cool stuff is my favorite!

Stefan

Lead Software Engineer

How does the company support your career growth?

PI and my team have done a lot to map out a career path from having monthly discussions to filling out a personal development chart. This has allowed me to clearly see a future as well as understand what it is going to take to achieve my goals, and I know PI will help me get there.

John

Business Development Representative

What is your vision for the company?

Operations at PI enables all business units to empower members to maximize their creativity. I envision PI's growth to be powered by scalability, where systems and intelligence allow us to focus on high-value activities; where departments partner in successful cross-functional initiatives enabled by optimal automation.

Maribel

Senior Vice President, Operations

What’s the vibe like in the office?

It’s vibrant and full of energy with animated discussions every direction you turn. It may sound weird, but it feels like there is knowledge in the air you breathe. You learn something new every day just by interacting with the talented people you work with.

Zoya

UX Researcher

What are The Predictive Index Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
We partner with organizations around Boston like Fathers Uplift, as well as Friends of the Blue Hills, Westwood Food Pantry, Needham Community Council, the Greater Boston Food Bank, and Toys for Tots.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.
Customized development tracks
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