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 The LA Clippers, Hugo Boss, Nissan, Pendo, AstraZeneca, and Bosch—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:
- Resolving technical escalations cases with partnership from Product and Engineering teams
- Communicating critical issues to your manager, Product and Engineering, serving as the on-call communications liaison when critical incidents occur
- 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 and engineering to troubleshoot and resolve errors related to a specific client integration as well as internal API errors within Salesforce
- 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
- Filling out client security questionnaires with assistance from our security team
- Communicating technical information clearly and effectively over the phone or in writing
Should you apply?:
- 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
- Basic Knowledge and understanding of Salesforce (experience preferred)
- Experience providing support for a SaaS company (preferred)
- 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
People most qualified for this role will be:
- A leading, high-performing User Operations Specialist (or similar position) 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
If you possess all-of-the-above, and have experience doing the awesome stuff we just mentioned, we’d love to talk to you!
PI is headquartered in our amazing Westwood, MA office, but we are also geo-flexible / remote-friendly for candidates with the right fit for our team and organization. This role will be required to work M-F 8:30 am-5:30 pm ET.
This is an non-exempt, hourly position. The compensation for our Tier 2 User Operations Position is $31-$33/ HOUR
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience and work location. In addition, this position is eligible for 401k and our generous benefits package (including unlimited PTO!)
At The Predictive Index, we value flexibility. All PI employees have the choice to work either at our Westwood, MA headquarters, Remote, or a mix of both!
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.
This position may be performed in our Massachusetts headquarters or remotely in AR, AZ, FL, GA, IA, IN, IL, KY, LA, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, OH, OR, PA, RI, SC, TN, TX, VA or WI.
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