Strategy and Operations Specialist, Service Delivery

6 months ago

Vancouver, Canada Bench Accounting Full time

**What's Bench? **Visit Bench's latest news to see what's happening, and read what our customers have to say. You can also check us out in Medium, on our LinkedIn page, our Instagram, and our Life at Bench Blog.
- We acknowledge that Bench is founded on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations._

Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses.

Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable.

We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here

**Why is the Strategy and Operations Specialist position an exciting opportunity?**

The Service Delivery team at Bench is responsible for delivering all aspects of Bench's multi-faceted customer experience - including onboarding, bookkeeping completion, tax filing and customer success. Bench is responsible for delivering a life-changing service to our small business clients, and this role will play a critical role in equipping the teams at the front line of that service with the tools, processes, reporting and analytics they need to succeed.

**What you'll get up to**:

- Dive into service delivery processes and utilize process improvement and problem-solving techniques (E.g. Lean management, Process Standardization, Waste Reduction, Process Mapping, Kaizen and Continuous Improvement, etc.). To define and implement an ideal future state.
- Work collaboratively with service delivery partners to model and analyze data in google sheets/excel using fundamental data analysis/modeling techniques. Presenting findings to senior stakeholders.
- Actively participate, and in some cases lead, initiatives focused on analysis and understanding of current state and problems, identifying improvement opportunities based on addressing root causes, creating business cases with recommendations and implementation roadmaps to enable and support executive decision-making.
- Work hand-in-hand with our Business System and Data Intelligence teams to capture clear requirements, outline user stories, and define acceptance criteria for long-term success.
- Be responsible for processes and understanding that lead to good system configuration, design functionality, and end-user support of the service delivery platforms.
- Collaborate with various internal service delivery departments to ensure our Systems environment and external tools continue to evolve for scalable internal processes and requirements relating to functionality and performance.
- Work with internal teams through the initiative lifecycle leveraging project and change management expertise.
- Establish and implement change control, as well as adoption of best practices with regard to system improvements, including: configuration, development, testing, data integrity, etc.
- Identify process risks and areas for UX improvement; prioritize, design, and facilitate successful implementation and adoption of new processes and system UX improvements; whether this is in salesforce or alternate service delivery systems.
- Be accountable and results focused for our service delivery teams, including building strong relationships with others based on integrity, understanding, and authenticity.
- Make mistakes and face challenges, but be motivated to learn fast from them and make high impact technical system improvements.
- Embrace feedback with arms wide open and action it to further your success.
- Contribute to a high-performing team by bringing lots of mental horsepower, amazing work ethic, positive energy, and a little weirdness to keep things interesting.

**What you'll need**:

- Comprehension of process improvement methodology and problem-solving techniques (E.g. Lean management, Process Standardization, Waste Reduction, Process - Mapping, Kaizen and Continuous Improvement, etc.).
- Knowledge of problem-solving methodologies along with understanding of change and risk management processes.
- Hands-on knowledge of data modeling and data analysis, consider yourself a gsheet/excel expert and have knowledge of fundamental data analysis/modeling techniques,
- Bachelor's degree in engineering, business, economics, or other related fields.
- 1 to 3 years experience as an Operations Specialist, Analyst, Consultant, Jr Project Manager or a similar role.
- Strong written and verbal commun

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