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About the Role
Members trust Base to keep their lights on and their bills low. This role focuses on ensuring that trust is maintained across onboarding, billing, support, the app, and issue resolution by identifying and implementing systemic improvements.
Responsibilities
- Take on projects across the member experience, including product, comms, retention, payments, fraud prevention, and frontline support operations, prioritizing based on data and member feedback.
- Identify and resolve root causes of recurring member pain points through process changes, tooling updates, clearer messaging, or collaboration with Engineering.
- Build necessary analysis, dashboards, and forecasts independently.
- Translate complex problems into clear, simple plans for communication to members, teammates, and leadership.
- Lead cross-functional initiatives from initiation to completion, managing timelines and priorities.
- Establish and enhance team systems and processes to ensure scalability.
- Improve key metrics related to member satisfaction and internal efficiency to achieve operational excellence.
Requirements
- Proven ability to own results in a fast-paced, undefined environment.
- Experience in operations, consulting, strategy, support, product, or analytics is beneficial.
- Strong analytical skills, with proficiency in spreadsheets and SQL, and the ability to interpret data for decision-making.
- Ability to identify and implement the most efficient solutions.
- Excellent written and verbal communication skills, capable of simplifying complex issues and influencing stakeholders.
- Demonstrated ability to learn quickly and make an impact in new, complex, and technical areas within weeks.
- Proactive and self-directed approach to identifying and closing gaps, anticipating issues, and defining scope.
- Genuine care for members and attention to detail.
- Willingness to adapt to evolving priorities in a startup environment.
- Commitment to working in-person.
- Willingness to work beyond traditional hours when necessary.
- All-in attitude towards achieving goals.
Skills
- Analytical skills
- Spreadsheet proficiency
- SQL proficiency
- Data interpretation
- Problem-solving
- Project leadership
- Cross-functional collaboration
- Process improvement
- System development
- Communication (written and verbal)
- Quick learning
- Proactiveness
- Attention to detail
Location
- In-person
Work Type
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
About the Company
- Base is America’s next-generation power company, rebuilding the foundation of electricity by deploying distributed batteries to create a resilient and abundant grid.
- The company comprises engineers, operators, and creatives tackling complex, interdisciplinary challenges.
- Base operates with core values including First Principles Thinking, Base Pace, Give & Get Feedback, Everyone’s an Owner, Strong Opinions Loosely Held, Committed to the Mission, and Fun & Optimism Coexist with Grit.
- Base aims to enable employees to do the best work of their lives.