Operations Associate

Pumpkin promises uncompromising care to the cats & dogs we love unconditionally. By helping prevent future health risks and ensuring access to gold-standard veterinary medicine and individualized support when it matters most–we aim to enable $1/2B in life-extending and life-saving treatment over the next five years.

How we’re making this happen:

Premium Insurance: Best-in-class coverage to enable the best, most advanced treatments and therapies when it matters most – without compromise

Innovative Wellness Plans: Personalized preventive care products designed with vets to prevent, reduce, and detect health risks earlier to extend quality of life

5-Star Experience: Concierge service & experience powered by pet experts and industry-leading technology to make decisions and providing care stress-free & frictionless

Mission-Driven Culture: We put pets' best interests at the center of everything we do. We dream big and solve big problems. We embrace speed, agility, and fearlessness to jump the highest fences, dig new and bigger holes, and fight for the toys we believe in.

Pumpkin is looking for an exceptional and dynamic Operations Associate who loves animals and believes pets are important members of a family. In this role, you will be reporting to our Operations Manager and will support our growing customer service and direct-to-consumer operations, working across our internal teams and third-party vendors to ensure a smooth and frictionless customer experience.

What You’ll Do:

• Process day-to-day insurance policy lifecycle administration tasks in a timely manner and work with our internal teams to ensure a smooth and frictionless customer experience
• Perform data entry tasks in an accurate, diligent, and timely manner
• Provides support on questions relating to underwriting support services functions, operational guidelines, and processing requirements
• Understand process interdependencies and perform quality audit on accounts
• Create, edit, and maintain process documents, presentations, files, spreadsheets, databases, and financial reports
• Efficiently use and provide feedback on tools, resources, and processes to support a highly productive team environment
• Support the customer service team and product team with troubleshooting and feature development
• Reference existing processes and system knowledge and experience to review situations, investigate matters through consultation and propose solutions to issues

What We’re Looking For:

• Experience in a related business or operations role is required
• Proficiency with productivity and task management tools like MS Office (Excel, Word) and G-Suite (Sheets, Docs, Slides)
• Experience working in a fast paced, data-driven and agile environment
• Excellent analytical and data management skills
• Strong project management, problem solving and execution capabilities
• Extremely detail oriented with excellent time management skills. You should be able to execute tasks by priority with limited supervision, managing a queue of multiple tasks that have both long-term and short-term deadlines;
• Self-starter, self-motivated, customer-service oriented individual, capable of working both independently and in a cross-functional team environment
• Strong written and verbal communication skills
• You find enjoyment building structure and discovering insights from ambiguous environments

Bonus Points:

• Prior experience with ticketing systems a plus (JIRA)
• Prior experience with third party payment processes a plus (Stripe, Dwolla, Lob, CashPro)
• Prior experience with customer service platforms (Gladly, Zendesk)
• Experience in insurance or other regulated industry a plus or working in compliance or replying to customer complaints
• Prior experience working with disputes or chargebacks
• Ability to connect and build relationships with people at all levels of an organization
• Experience performing internal or external audits

Benefits and Perks:

• Comprehensive contributions to medical, dental, and vision for colleagues and dependents.
• Generous PTO and Paid Holidays
• 401k with company match
• Pumpkin Insurance and preventative care for every pet in your family
• The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions
• Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings, and much more!

The compensation for this position ranges from $19.00- $25.00 (hourly). Compensation may vary outside the listed range, based on a number of factors including but not limited to location, qualifications, performance, skills, and experience. The compensation range listed is just one component of Pumpkin’s total compensation package for employees. Total compensation packages, depending on the position, may also include incentive compensation, discretionary bonuses, and other short or long-term incentives. If hired, employees will be in an ‘at-will position’ and Pumpkin reserves the right to modify compensation (as well as any other discretionary payment or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.