Business Operations Analyst, Process Improvement

FluentStream is a software-as-a-service (SaaS) company that simplifies and automates how businesses communicate with customers. Thousands of businesses across the country have replaced their legacy phone system with FluentStream’s modern, cloud-based communications platform. Our apps enable support, sales and other professionals to deliver an exceptional customer experience from any device or location. Our 80+ remote employees share a passion for teamwork, fast-paced challenges, flexibility and inclusion. We are proud to be consecutively recognized by Inc. 5000 as one of the fastest-growing private companies, and by BuiltIn as one of best companies to work for in the U.S.

FluentStream is seeking a Business Operations Analyst, Process Improvement focused on leading initiatives to create and improve delivery process, tools and technology within FluentStream’s operations. Under the direction of our Manager, Business Operations this role will document existing processes, inform on process improvement, measure adherence, and train our customer-facing teams to support our evolving business operations. This role will enjoy the opportunity to interface with many internal stakeholders, including leadership, and customers, while helping us build systems and processes to scale our rapidly expanding UCaaS customer base.

About you:

• You cultivate relationships built on trust and accountability
• You have the ability to work across various levels of the organization, while fostering collaboration
• You are a problem solver with a strong attention to detail 
• You have exceptional communication skills and love finding clarity where others see complexity
• You are a self-starter and quick learner with the ability to work independently
• You thrive creating order in the face of ambiguity and change
• You thrive in a remote work environment

Responsibilities:

• Work closely with people and process owners to refine process design and enhance adoption
• Collaborate with colleagues and managers to properly implement solutions to execute on business-specific and cross-business processes
• Create and maintain training documentation, including training materials, user guides, manuals, and online resources 
• Ensure that training materials are up to date, accessible, and easily understood by employees
• Track and analyze process adherence to identify gaps, exceptions and training opportunities for process and team growth
• Interact with internal clients to understand their business process needs
• Analyze, develop and configure business processes and data structures 
• Coordinate with implementation team to develop and refine internal and customer-facing documentation and training materials 
• Operate across multiple customer-facing teams to develop materials that help drive individual contributors to meet company and individual objectives
• Develop standardized communication of training materials to drive consistency and support change initiatives for ongoing improvement

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience
• 2+ years of process improvement, project management, and/or technical writing experience
• Skilled communicator who can distill complex process and operating standards into materials understood by intended audience
• Strong ability to balance strategic vision with practical application when detailing processes and developing training materials
• Demonstrated ability to work collaboratively with stakeholders across departments and levels
• Enthusiastic to learn and grow; team-oriented with a positive, can-do attitude
• Experience working with tools including Salesforce, GSuite, Slack, and Monday.com

Benefits:

• Health, Dental, and Vision Insurance
• 401k plan
• Remote work anywhere in the U.S.
• Mac computers + work from home stipend to set up your home office
• Participate in ownership of the company
• Tuition Reimbursement Program
• Discretionary PTO and Volunteer time off
• Competitive paid parental leave
• Pet Insurance
• Optional team gatherings, celebrations, and plenty of fun virtual events 

Compensation: $50,000-65,000 per year plus equity with 10% bonus potential

Location:  This is a remote position and can be located anywhere in the United States. You must be eligible to work in the United States.