- Own new-hire setup and onboarding, including system access, rosters, cohort calendars, communications and knowledge checks.
- Write and maintain SOPs and keep the knowledge base current.
- Coordinate weekly team meetings and skills practice, including agendas, materials, recaps and attendance.
- Build and deliver training for new tools or significant system updates, and announce process changes to the field.
- Gather user feedback and bug reports after launches, and close the loop with Product and Engineering on fast follows.
- Represent users in product design sessions and test new features in real workflows.
- Run recurring reports and routine operational tasks, back up peers during PTO, and turn repetitive work into AI or automation solutions.
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