• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors • Translate business needs into technical requirements and ensure the voice of the customer is represented • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge • Implement governance models, feedback loops, and continuous improvement processes • Other duties as assigned.

Mentor Community Services, a part of the Sevita family, provides community-based services for individuals with intellectual and developmental disabilities. Here we believe every person has the right to live well, and everyone deserves to have a fulfilling career. You’ll join a mission-driven team and create relationships that motivate us all every day. Join us today, and experience a career well lived. SUMMARY To manage all activity around the referral intake and placement processes within the state. Receives and reviews referrals as well as matches potential individuals with homes utilizing clinical principles. Collaborates with the Regional and Area Directors through the placement process and maintains ongoing contact with placement referral sources. Location: this position is remote and can be located anywhere in the state of Missouri; travel as needed ESSENTIAL JOB FUNCTIONS To perform this job successfully, an individual must be able to satisfactorily perform each essential function listed below. - Participates as a member of the State Management Team. - Work in partnership with the Regional and Area Directors to ensure that commitments made to the individuals (participant, family, referral sources and payers) are within the scope of the program ability to deliver. - Works in partnership with the appropriate personnel to ensure that program description and other collateral information meet the needs of the constituents. - Ensures that the Regional and Area Directors communicate responsibly with program participants, family members and payers regarding rehabilitation planning, admissions, etc. - Conducts and assists with intakes throughout the state as needed. - Conducts telephone intake with follow-up assessment interviews on appropriate referrals and secures all services that will be needed by the individual when placed. - Presents clinical assessments with preliminary treatment plan recommendations to Program Manager and/or Clinical team, in consultation with psychiatric or medical consultant as needed. - Implements the use of clinical principals to match clients with potential homes. Meets with Program Manager and/or Clinical Supervisor to review potential matches and assist in case assignments. - Assists Coordinators in locating appropriate homes when disruptions occur. - Maintains ongoing relationships with funding agencies and develops new resources through marketing presentations. Ensures sufficient amount of referrals by marketing services with funding sources. - Performs other related duties and activities as required. SUPERVISORY RESPONSIBILITIES Works collaboratively with the State or Executive Director managing the intake and admission processes. Orients and trains staff as needed. Resolves employee problems within position responsibilities. Minimum Knowledge and Skills required by the Job The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the job. Education and Experience: - Bachelor’s degree preferred and five to seven years of related experience in Mental Health, Child Welfare, IDD Services - Ability to assess the placement, social and treatment services needs of the applicable population Other Requirements: - Travel as needed Physical Requirements: - Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. AMERICAN WITH DISABILITY STATEMENT External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodations to be determined on a case by case basis. Sevita is a leading provider of home and community-based specialized health care. We believe that everyone deserves to live a full, more independent life. We provide people with quality services and individualized supports that lead to growth and independence, regardless of the physical, intellectual, or behavioral challenges they face. We’ve made this our mission for more than 50 years. And today, our 40,000 team members continue to innovate and enhance care for the 50,000 individuals we serve all over the U.S. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, citizenship, or any other characteristic protected by law.

Role Description This role is designed for an experienced operations leader who thrives at the intersection of customer experience, technical enablement, and organizational development. As the Customer Operations Leader, you will oversee the strategy and execution of global customer operations, leading a team across product operations, technical enablement, and customer experience engineering. You will drive efficiency, quality, and adoption across customer-facing teams, leveraging AI, data, and insights to improve outcomes. - Lead, hire, and develop a high-performing global Customer Engineering & Support (CES) Operations team, establishing vision, goals, and standards for excellence. - Design and implement learning programs to ensure technical proficiency, AI adoption, industry knowledge, and professional development. - Manage technical documentation, knowledge programs, and internal/external content to improve support efficiency and self-service capabilities. - Partner with Product, GTM, and Product Marketing teams to support product launches, readiness criteria, and enablement plans. - Drive “Voice of Customer” initiatives, analyzing feedback to enhance product adoption and operational efficiency. - Oversee CES Ops Engineering initiatives to optimize workflows, tooling, and AI-driven automation in partnership with cross-functional teams. - Define, track, and report on CES Ops metrics, ensuring continuous improvement in efficiency, quality, and customer outcomes. - Manage projects end-to-end, including vendor selection, compliance, rollout, adoption, and measurement. - Contribute to organizational design, role clarity, career paths, and talent programs to support a high-performing and inclusive culture. Qualifications - 8+ years of experience in customer operations, support operations, or product operations. - Demonstrated success building or scaling operations and enablement teams supporting technical, customer-facing functions such as Support, Sales Engineering, Technical Account Management, or Professional Services. - Strong program management skills with experience driving complex cross-functional initiatives from end-to-end. - Experience influencing technical enablement, product roadmaps, and sprint planning. - Proficiency in leveraging data, tooling, and AI to drive operational improvements. - Excellent communication, change management, and cross-functional collaboration skills, with the ability to operate at both frontline and executive levels. - Customer-first mindset with a focus on operational excellence and measurable outcomes. Benefits - Competitive base salary ($121,296 – $270,000/year depending on location), plus equity and additional benefits. - Comprehensive health, dental, and vision coverage. - Flexible remote work options with a global team. - Opportunities for professional development and leadership growth. - Collaborative and inclusive culture with a focus on innovation and employee engagement.

This is a fantastic opportunity to work from the comfort of your own home! We are excited to offer a fully remote position with a reputable and thriving company. Currently, we are recruiting in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA, MO, OK. The wage for this position is $23.55 per hour, equivalent to an annual salary of $49,000 Please apply to only one location only per role. As a fully remote company, we post to multiple locations. Applying for more than one location could result in receiving multiple communications around a position. Are you thrilled by the idea of assisting entrepreneurs nationwide in achieving their dreams of launching their own businesses? For more than 23 years, Guidant Financial has been committed to empowering entrepreneurs and enhancing the growth of small businesses.. So far, we have distributed an impressive $5 billion in funding, supporting the launch of over 30,000 businesses and generating nearly 100,000 jobs that enrich the economy. We aim to inspire and empower you just as we do for the entrepreneurs we assist, allowing you to make a meaningful impact on their success and your own career path. At Guidant, we believe in empowering our employees to make a genuine difference for our clients and their own professional paths. Our commitment to ownership is reflected in our daily work through accountability, innovative problem-solving, and diligent follow-through. We are on an exciting journey towards becoming an ESOP company, further solidifying our dedication to shared accountability and long-term prosperity. Our Values Adaptability: Embracing change is your superpower. You are always ready to seize opportunities to adapt and inspire others along the way. Connection: Building meaningful connections is at the core of what you do. Elevating others is your way of growing and empowering yourself. Excellence: You thrive outside of your comfort zone, constantly seeking ways to improve. Your unquenchable curiosity fuels your drive to make things better. Role Summary As a Retirement Plan Specialist at Guidant Financial you will take the first step down the path of learning the full process of what it takes to administer, test and report on 401(k) plans. Through accelerated learning, in-depth training and practical experience, you will quickly grow from document review to administering basic plans. You’ll review documents submitted by our clients, proactively keep clients updated on progress and help clients understand the year-end reporting documents necessary to complete government filings, including the annual 5500 return. What You'll Be Doing: - Work with clients to obtain necessary information to prepare the annual reporting - Review documents submitted by clients for completeness and accuracy - Reconcile plans with only rollovers and plan stock using Excel and administration software - Utilize administration software to complete 401(k) testing and reporting - Make outgoing reminder calls and send emails to clients during the plan year reporting process - Prepare required 401(k) plan government filings, including the IRS Form 5500, using filing software - Educate clients regarding the administration of their 401(k) plan and 401(k) plan documents Extra Tasks - Share knowledge and explain complex topics simply - Training on concepts for a Retirement Plan Administrator I - Performs other duties as required