Process Lead

Position Overview

The Process Lead is the operational backbone of this operations team. This role owns processes, procedures, training content, and day‑to‑day task oversight that drives advisor productivity and quality. The Process Lead serves as the hands‑on operational expert, ensuring advisors have the tools, knowledge, and support needed to perform at a high level.

• Create and maintain all training content, SOPs, and process documentation
• Own and maintain the new hire orientation slide deck
• Facilitate new hire orientation and ensure consistency across Austin and Raleigh
• Own system access and updates on the procedures platform
• Support the Team Lead on task and quality standards training
• Consult on new hire readiness assessments

• Own daily individual task‑level monitoring (boots‑on‑the‑ground)
• Provide real‑time task support and guidance to advisors
• Analyze task data and identify trends
• Escalate past‑due and aging tasks in partnership with the Team Lead
• Consult on SLA monitoring and scorecard reviews

• Own SOP creation, maintenance, and updates when procedures change
• Lead continuous improvement initiatives with the Delivery Lead and Engagement Manager
• Conduct root cause analysis when issues arise
• Identify friction points and service gaps across the operation
• Consult on process improvement recommendations
• Own Tier 1 coaching for training and process‑related issues
• Support the Team Lead on Tier 2 behavioral and performance coaching
• Deliver in‑the‑moment feedback as situations arise
• Support QA score improvement plans with the Team Lead and QA Process Lead
• Respond to QA coaching requests related to training gaps

• Own scorecard reporting
• Own ad‑hoc reporting requests
• Own service recovery tracking and oversight
• Provide regular progress updates to team members and leaders
• Participate in delivery team virtual presence calls for coaching and support

• Own task prioritization and advisor workload management
• Own complaint escalation and resolution processes
• Support advisors with task execution and web reviews
• Manage system access for new hires and role changes
• Own system testing and business validation
• Consult on compliance and risk escalations
• Support team onboarding, training, and operations as needed
• Quality Assurance Support

Process management, Project management, Operation, Process mapping, Process improvement, customer support, back office duties

Process management, Project management, Operation, Process mapping, Process improvement

A background with operations, back office support, or customer support teams.

Intermediate Level

This is a Contract position based out of Austin, TX.

The pay range for this position is $40.00 - $40.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Austin, TX.

This position is anticipated to close on Jul 13, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.