Senior Operations Manager, Advisor Client Experience

| Chicago
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The Group: Morningstar is committed to empowering investor success. One way we accomplish this is by offering independent data, research and great products to the financial community. We believe that when the investor wins, we all win. The Advisor Client Experience (ACE) group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed software products. The group's product management, product development, customer success, and customer service teams, respectively, collaborate with our sales and client solutions group to help provide relevant products and solutions that assist in solving market problems and enable our Members to best serve investors.
The Role: The Advisor Client Experience (ACE) Products team seeks an enthusiastic, results-driven, technically minded Sr. Product Operations Manager to operationalize, streamline, and accelerate the delivery and support of our products and solutions.
This position will be first in a new Product Operations team within ACE. The role is a "Player-Coach", both managing a team (such as setting priorities and developing others) but with an attitude and aptitude for "digging in" as a member of the team. It is important to note that this role and the team will continue to adapt as the needs of the organization evolve and mature.
As a Sr. Product Operations Manager, you'll work directly with technology, product management, and external-facing teams (i.e., customer support, sales, customer success, client insights) while also fulfilling the operations needs of our existing solutions that serve more than 185,000 Members in North America alone. You will also develop intimate knowledge of our products and solutions; build strong partnerships with internal partner teams globally; define, build and improve processes and documentation; provide timely response to client requests; confirm adherence to company and security standards; and aid sales and marketing efforts.
This is a highly cross-functional management role and it will be a critical lever for us to deliver on our mission. You will hire and manage one (1) to two (2) Product Operations Analysts within the first six (6) months and over time you will build a larger team supporting our products globally. Impact will be measured by Member retention ("churn" reduction), Net Promoter Score (NPS), average solution delivery cycle time (i.e., from contract execution to revenue recognition), and internal stakeholder satisfaction (eNPS).
This role reports to the Director of Program Management. We prefer for this position to be located in our Chicago or Toronto office but will consider candidates working remotely in the United States or Canada where Morningstar is registered to conduct business. The ideal candidate will bring a high degree of self-motivated engagement and high connectivity/availability within our time zones, and we recommend periodic travel to Morningstar offices for remote team members.
Responsibilities (In Business Value Priority):
  • Accountable for internal facing product operations tasks including product maintenance, product and methodology documentation, new releases, applying client configurations, applying technical and security updates, and incident management
  • Collaborate with product managers to ensure customer-centric product development and support
  • Develop forward thinking operational workflows that accommodate scale and rapid growth as new products and services are launched
  • Establish processes, policies, and collaboration models to proactively detect and resolve release and maintenance issues
  • Collaborate with Program Management, Implementation/Delivery, and Technology to design and run process automation and process improvement experiments; interpret the results to draw detailed and impactful conclusions that influence product development.
  • Identify process and automation gaps, make recommendations, and manage significant process improvement initiatives from end-to-end.
  • Establish and maintain regular communications with key team members across the Product, Member-facing and Tech orgs.
  • Drive top company priority beta tests, launches, and global rollouts (in partnership with product marketing, Member operations, account management, product training, and others)
  • Develop data-driven business insights and work with cross-functional partners to identify improvement opportunities and recommend prioritization of product, growth, and optimization initiatives.
  • Work with cross-functional stakeholders to implement departmental workflows/ways of working to deliver new products and releases to existing products.
  • Ensure the product development teams are creating and maintaining playbooks and guides/documentation, used to conduct new product training for stakeholders including coaches, event staff, sales, customer success, marketing, and customer experience.
  • Surface and advocate for key insights from the business to advise product delivery improvements.
  • Provide content for sales and marketing efforts (e.g., RFP, RFI, etc.); schedule and coordinate routine client compliance activities (e.g., security questionnaires, certificate/key rotations, light reporting, etc.)
  • Monitor and own the case cycle turnaround metrics when Product is involved with resolving Member issues.

Qualifications
  • 5+ years of experience working with software products and cross-functional teams.
  • 3+ years of experience in a software product operations role, including but not limited to: operations manager, software product manager, technical program manager, technical account manager, release manager, implementation manager or similar role that worked closely with product, engineering, and client teams. ***Please Note: non-technical roles like business operations manager, relationship manager, contract manager, or requirements analyst are not a fit.
  • Strong customer-service mindset and passion for delivering an outstanding Member experience; can develop a deep knowledge of a complex product and its use cases.
  • Strong technical aptitude: willingness and ability to "dig in" to solve tough technical or process problems and self-motivated to quickly gain familiarity with new functional concepts, technology, or implementation details.
  • Ability to project calm in difficult situations, guide the team through sound decision-making processes with appropriate sense of urgency and foster a healthy team environment.
  • Strong quality focus: proactively identifies and resolves gaps, risks, and issues and creates a positive culture of continuous improvement.
  • Demonstrated ability to design custom-fit solutions or processes and use persuasion and emotional intelligence to generate buy-in and implement across multiple internal teams without direct authority.
  • Experience architecting, building, and maintaining a documentation library or contributing to a product knowledge base.
  • Demonstrated experience with cloud architecture, incident management, release management, change management, root cause analysis (RCA), modern security technology and approaches, and DevOps principles and practices.
  • Ability to communicate and collaborate effectively with distributed teams; can influence and coordinate the work of others across different cultures and timezones, as our teams are in eleven (11) countries.
  • Understanding of business fundamentals including client contract terms, regulatory compliance, service level agreements, and revenue recognition.
  • • A bachelor's degree is required. Knowledge of Agile methods and familiarity with software-as-a-service (SaaS) products are preferred.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • MariaDBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

What does your typical day look like?

Every day is a little different. Our team is focused on POC (Proof of Concepts). My work involves problem-solving, development and software design. I work on the Data collections team, currently most of this involves, on a high level, automating the process currently used to collect data from raw sources through Machine Learning.

Upasna

Software Engineer, Data Collections - AI R&D

How does the company support your career growth?

We believe in promoting from within, based on previous impact to the team. Whenever possible, we will stretch our employees to take on expanded roles that aligns with the career progression they are interested in.

Jeff

Head of Technology and Product

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

At Morningstar, your contributions have meaning and can drive change. Across our 27 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. It’s all in the name of empowering investors. Morningstar is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States who work a minimum of 30 hours per week. Our benefits are designed to invest in your -- and your family's well-being, including investments in your health and financial future.

Culture
Volunteer in local community
Morningstar encourages our colleagues to become involved in their communities, by providing paid time off for volunteer activities.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Morningstar encourages unconscious bias training for all employees, especially managers and hiring personal. We believe that by raising awareness of bias we can decrease its effects.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Morningstar offers two Flexible Spending Accounts (FSA)— one for healthcare expenses and one for dependent care expenses. You may enroll in both $ determine the contribution amount.
Disability Insurance
Dental Benefits
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision Benefits
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health Insurance Benefits
Morningstar continues to offer the choice of two medical plans—the Savings Plan and the Classic Plan. Both are administered by Blue Cross and Blue Shield of Illinois (BCBS).
Life Insurance
Morningstar offers 4 tiers of life insurance that offer varying benefits. Basic Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Mental Health Benefits
Our insurance covers 80% on in-network mental health services. Our Employee Assistance Program provides no-cost, confidential, 24-hour counseling on a wide variety of issues.
Retirement & Stock Options Benefits
401(K)
Take advantage of a number of Morningstar tools to help you manage your 401(k) account and your finances, including Morningstar Retirement Manager, available to you at no cost.
401(K) Matching
Morningstar provides employees with a 401(k) matching plan managed. We match $0.75 for every dollar contributed, up to a maximum of 7% of employee pay contributed to the plan each pay period.
Company Equity
Morningstar’s global employee equity benefit, Shared Ownership, enables you to take a portion of your bonus payout and exchange it for RSUs, with Morningstar providing an additional 50% match.
Employee Stock Purchase Plan
Colleagues who exceed their performance goals substantially may be eligible for Impact RSU Awards as an additional reward on top of their cash bonus/commission award.
Performance Bonus
Match charitable contributions
Morningstar's Matching GIfts program will match your charitable giving up to the local currency equivalent of $500 USD per calendar year.
Child Care & Parental Leave Benefits
Child Care Benefits
Morningstar offers the option of in-home child and elder care, in addition to the existing day care center back-up care benefit.
Generous Parental Leave
Morningstar has a global minimum of 6 weeks paid time-off to bond with new family members. This benefit applies to all individuals equally, including birth mothers, fathers, adoptive parents.
Flexible Work Schedule
Morningstar provides employees with a flexible work schedule that includes Summer hours, Work from home, Flexible start and end times.
Remote Work Program
The safety of our employees is very important to us. We have been operating remotely due to COVID-19.
Family Medical Leave
Eligible employees may take up to 12 weeks of job-protected, unpaid leave per year for certain specified reasons, and up to a total of 26 workweeks of leave to care for a family member.
Adoption Assistance
We reimburse up to 80% for eligible adoption expenses, up to $4,000 per adoption, in addition to a minimum of 6 weeks paid time off.
Return-to-work program post parental leave
Company sponsored family events
Morningstar sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 2 days per year of paid volunteer time.
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

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