Customer Ops Strategy Associate

About the role The Customer Ops Strategy Associate role is a generalist role at Clipboard suited for the all-around athlete type who can do it all and wants exposure to a range of problems and opportunities. You re likely someone who s interested in and capable of solving different problem types - you re resourceful, adaptable, and confident you can figure it out if you can sink your teeth in deep enough. These are the ingredients for a problem-solver who is eager to flex into multiple different types of roles and responsibilities depending on what s needed and most impactful. While we know which team you ll join as part of your first tour of duty (see below), we don t know exactly what work or projects you ll drive out of the gate, so you ll notice the work we re advertising isn t entirely specific. It depends on your strengths and what we learn during both the recruiting process and your first days at Clipboard. But we ll make a few promises to you about the role: it ll be high-impact, fast-paced work that has an impact on our customers and on our business. In terms of what might I actually do - here s a list of example initiatives to give you an idea: • Redesign our process for reaching out to workplaces about converting them to new methods of payment, such as getting customers who send checks to start paying us via eCheck to speed up the cash conversion process • Research, vet, and onboard a new vendor that embeds AI agents into our customer-facing collections efforts • Build an internal predictive analytics model to catch bad payers earlier with high accuracy • Manage a team of Collections Account Managers First tour of duty Our most immediate need right now in Customer Operations is in the Billing team. You can read a quick background of what the Billing team does below, but the TLDR is that we want to collect money as fast as possible and minimize losses, while preserving the customer experience, in service of reliably converting revenue into cash (the lifeline of a capital-intensive business like ours). This in a way is ensuring high-quality growth for the company. With thousands of customers operating in different regulatory environments, under different conditions, with nuanced capital structures and corporate setups, and using varied complicated processes - this can be hard to do at scale. Your first tour of duty would be on the Billing team, where you ll help us strengthen the quality of our team with things like increasing the speed at which we collect money and better vetting our customer base at scale to be confident in their financial position, all while improving the customer experience through things like lightning-fast response times. Oh, and by the way, you don t need to be an expert in finance or accounting - while it d be a plus, we expect you to learn the basics along the way. Quick background on Billing There s much to explain to paint the full picture of the Billing machine, but ultimately the core goal is to optimize the speed with which our customers pay us while maintaining their overall experience with us as a vendor. Although Clipboard provides a service where workplaces can find qualified professionals to fill shifts, we are in many ways a lending company at our core since we pay professionals immediately after they work a shift. For illustrative purposes: a nurse works a shift we pay the nurse $100 immediately with our cash the workplace pays us $120 a month later. We extend debt to workplaces using cash we borrow, with interest, from an Asset-Backed Line (ABL) of credit - workplaces use that debt to pay their staffing costs, and we expect to be paid back by the workplaces at a later date based on agreed-upon net terms. The point is: Billing is doing the critical work of actually converting our revenue into cash that we put in the bank. Otherwise, money we cannot collect is money we ve burned. We consistently fight a multi-faceted battle: a battle wherein we must maximize the speed at which we recognize revenue, maximize the margin associated with each shift, and maximize the customer experience, all without letting one unduly impact the other. Optimizing collections is critical to make sure Clipboard is generating sustainable, high-quality growth and turning top-line revenue into cash that we use to service or grow other parts of the business. Who we're looking for We find those who are most successful in this type of role: • Are insatiably curious and notice non-obvious clues and patterns: Curiosity sits atop our company values. Understanding something from first principles and getting to the root cause of the problem will often reveal the best solution, and a natural and unwavering curiosity to keep asking questions and digging will take you most of the way. • Roll up their sleeves and go to the source: There are multiple ways to say this: touching reality, dogfooding, seeing for yourself, going to the front-lines, etc. Don t just take someone s w...