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Req # 101043

Partner Operations Specialist

San Francisco, CA US

Employee: Full Time Employee
Travel: None
About Castlight

At Castlight, our mission is to empower people to make the best choices for their health and to help companies make the most of their health benefits. We offer a health benefits platform that engages employees to make better healthcare decisions and can guide them to the right program, care, and provider. The platform also enables benefit leaders to communicate and measure their programs while driving employee engagement with targeted, relevant communications. 

To date, Castlight has partnered with more than 240 large enterprise customers, spanning millions of lives, to improve healthcare outcomes, lower costs, and increase benefits satisfaction.


Description
The Marketplace team is seeking a talented, smart, and entrepreneurial member who will be responsible for operating the fulfillment of orders in Castlight’s consumer marketplace of digital health products, apps, and rewards. As the Fulfillment Specialist, you will own the fulfillment process from start to finish, will work directly with users, enterprise customers, and partners to solve problems, and work cross-functionally across all departments to scale our fulfillment processes as our business grows.

Responsibilities:
  • Monitor fulfillment pipeline across five incoming channels
  • Report, analyze, and take action on key order metrics on a weekly basis
  • Manage sweepstakes operations
  • Manage catalog of all items in our storefront: create new items and maintain existing items
  • Find source for and fulfill custom orders
  • Solve Tier 3 support ticket escalations related to user orders
  • Project management to scale fulfillment and improve user experience
  • Work directly with partners, customers, users, and engineering to identify and solve order-related issues
  • Manage returns process
  • Identify key User Support areas of knowledge gaps to solving Store/Rewards related-cases, creating training and education materials to solve those issues, and train User Support team to solve those tickets
  • Collaborate with Finance team on data to enable invoicing and reporting
Qualifications
  • BA/BS required
  • Great written and spoken communicator
  • Detail-oriented and a natural problem solver
  • Dedication to being a user advocate
  • Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines
  • Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company
  • Comfort with Microsoft Office, particularly Excel
  • 0-2 years relevant work experience

We are Castlight and we are…

ONE TEAM

* Changing healthcare is a team sport

* Teamwork requires respect

* Direct feedback is a gift that improves us

* Diversity makes us stronger

* We take care of ourselves and each other=

ON A MISSION

* We put our mission first

* We are here to transform healthcare

* We tackle complex problems with curiosity, passion, and ambition

* We bring our best every day

* We learn and grow together

 MAKING THINGS HAPPEN

* Done well is better than perfect

* We move fast to accelerate execution and learning

* We are empowered to take action

* We own the outcome

* We win together


EEOC Statement
Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.
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