The Engagement Operations Associate is dedicated to managing all operational and engagement aspects for our providers globally. This role is essential for ensuring smooth operations, effective communication, and high-quality service delivery within our network. The new hire will assist with network engagement efforts by managing communication with providers, providing support to operational issues and promoting professional growth. Their responsibilities will include tasks such as responding to email inquiries, onboarding new hires and contributing to community initiatives. The ideal candidate will collaborate with our service network, operations and clinical teams to ensure service quality and excellence.

What You'll Do

Network Engagement

• Support onboarding processes for new providers, ensuring they are equipped with the tools, knowledge and resources to excel in their roles for seamless integration into our network
• Organize and facilitate regular network engagement activities, including hosting monthly virtual townhalls, to foster a sense of community
• Schedule and coordinate regular training, group supervision and Q&A sessions in collaboration with Clinical team to support continuous professional development

Communication and Support

• Handle provider-related enquiries and concerns to ensure timely and accurate responses in line with organizational policies and procedures
• Escalate complex operational issues to the relevant Operations team personnel for resolution and ensure closed loop feedback
• Maintain clear and organized communication channels, including driving outreach efforts, facilitating two-way feedback and developing engagement materials to ensure everyone is well-informed
• Present consolidated feedback to leadership with actionable insights and potential solutions

Operational Efficiency and Support

• Track and analyse engagement metrics for trends, recommend and implement strategies to drive improvements in overall satisfaction and retention of providers
• Collect and leverage feedback to identify areas for improvement for better operational efficiency and excellence
• Maintain thorough records of provider interactions, escalations, and resolutions for documentation and audit purposes
• Prepare accurate calculation of compensation based on agreed rates and contractual terms, ensuring timely and correct payroll processing while addressing discrepancies or issues in a proactive manner
• Work closely with cross-functional teams to ensure coordinated efforts, aligned communications on latest updates and effective service delivery
• Assist with service deployment for specific on-site or ad hoc requests
• Support commercial events, client delivery and other initiatives as needed

Quality Assurance and SOP Management

• Review and verify professional qualifications including local regulation or licensing credentials to ensure compliance with company standards
• Drives provider quality by overseeing mandatory training completion, compliance audits, licensure management, corrective actions for performance gaps, efficient operational processes for a more motivated and effective service network
• Contribute to the development and execution of new processes or tools, including proposing and implementing enhancements to improve provider experience and service quality
• Review existing policies and procedures to ensure they align with best practices and evolving needs of our services
• Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs to ensure providers have the resources they need

Requirements

• Experience: 1-3 years of experience in community management, operations or a related role in a start-up environment

• Language Proficiency: Fluent in English and local language, both written and spoken
• Technical Proficiency: Comfortable using data software and updating documentation, Prior experience using Freshdesk & Metabase is a bonus
• Organizational Skills: Strong organizational skills to manage multiple tasks and priorities effectively
• Problem-Solving Skills: Ability to handle inquiries and manage issues proactively
• Strong Verbal and Written Communication Skills: Ability to convey information clearly and adapt their communication style to different audiences
• Attention to Detail: Strong attention to detail in data monitoring and management
• Flexibility and Adaptability: Willingness to support various tasks as needed
• Team Collaboration: Ability to work collaboratively with cross-functional teams
• This role follows either a day shift (core working hours from 10:00 AM to 6:00 PM SGT) or a night shift (4:00 PM to 12:00 AM SGT), depending on business needs. Flexibility may be required to meet business requirements, which could occasionally include working on public holidays. Holidays worked may be offset accordingly.
• Open to candidates in India and Philippines

Benefits

Why You’ll Love Working With Us:

• Global company – work in a diverse environment with people from nearly 20 countries
• Generous leave policy – time off to rest and recharge
• Christmas week off – company-wide break during Christmas, separate from annual leave
• Birthday leave – enjoy a day off on your birthday
• Quarterly mental health days – one day off every quarter to focus on your wellbeing
• Flexible work arrangements – work in a way that suits your lifestyle and goals
• Work-life balance – a culture that values personal time and long-term wellness
• Medical coverage – comprehensive insurance for peace of mind
• Performance bonus – high performance is recognised and rewarded
• Development budget - annual allowance to support your professional development
• Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
• Socials and communities – regular non-work events/activities to connect and have fun together