Senior Operations Associate

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November 20

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Luminary Group

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Consulting • Biotechnology • Healthcare Insurance

Luminary Group is a global consultancy specializing in life sciences. The company offers executive search, staffing, and consulting services across various fields including pharmacovigilance, regulatory affairs outsourcing, market access, and product development. Additionally, Luminary Group provides expertise in biotechnology, medical devices, and clinical research organization (CRO) sectors, focusing on areas such as predictive medicine, machine learning, genomics, and genomics proteomics. Their services extend to enterprise SaaS solutions and real-world evidence, supporting prestigious clients around the world.

2 - 10 employees

🧬 Biotechnology

⚕️ Healthcare Insurance

📋 Description

• Execute operation tasks for top-tier clients, ensuring all service details are accurately handled. • Lead, mentor and manage key operations team members • Partner with the Operations Manager to ensure all team members have needed ongoing training and support • Support the onboarding of new employees, particularly within your pod. • Assist with the creation, implementation, and refinement of the SOPs as they relate to our top tier clients. • Accurately book reservations and ensure all service details are collected on behalf of the clients • Assist with the planning and finalization of client travel itineraries • Research hotel rates and room options as part of the trip planning process • Cross-check and reconfirm client itineraries with vendors and partners to ensure accuracy prior to trip start date • Input/update and ensure accuracy of client itineraries' information entered into Axus (itinerary software). • Input/update and ensure accuracy of information entered into Salesforce • Answer busy incoming phone calls, emails, and text messages in a professional and timely manner • Coordinate details of new and existing service reservations • Update reservations with changes and additions as needed • Assess what service details are missing and reach out to the Client Service Manager to collect as needed • Manage and prioritize a lengthy queue of daily/weekly tasks within Salesforce’s task list • Send daily reminders of upcoming services via email and text to clients and concierge • Exhibit utmost confidentiality with clients and client information • Accept and accurately process credit card payments and invoices for services rendered • Provide excellent customer service to clients

🎯 Requirements

• Minimum of three (3) years of work experience in operations • Exceptional organizational skills with the ability to multitask • Tech-savvy and comfortable with navigating web-based reservation programs, helpdesk software, internet searches, airline websites/apps, SMS messaging, and smartphone apps • Be able to pass a criminal and employment background check • Preferred (not required) Skills: Bachelor’s Degree, Multi-lingual, High level of cultural awareness, Knowledge of or experience in the Travel Industry, Experience working in a remote environment, Knowledge of Salesforce and Axus softwares

🏖️ Benefits

• Professional verbal, and written communication skills using appropriate grammar, terminology, tone, cadence, and pronunciation • Exceptional listening skills with the ability to quickly identify issues and proactively solve problems • Dependable and flexible with work schedule • Proven ability to work independently with minimal supervision in a fast-paced environment • A passionate approach to customer service, positive attitude, and strong work ethic • Must be able to work various shifts including irregular shifts, holidays, and weekends