About Gen:
Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.
Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
If this sounds like you, we’d love you to be part of Gen.
About the role:
The Associate Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreements. Responsibilities to include processing the removal of member information located within several brokers within the established service level agreement while upholding Gen’s guiding principles This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen’s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.· Follow established procedures to accurately process member opt-out requests across supported data brokers within defined SLAs.
Key Responsibilities:
- Process high volumes of member opt-out requests with exceptional speed, typing accuracy, and attention to detail by navigating multiple data broker websites, completing web-based forms, and following broker-specific opt-out workflows while consistently meeting productivity, quality, and SLA targets.
- Respond to member requests and inquiries promptly and effectively using Salesforce (SFDC).
- Identify, analyse, and interpret trends or patterns in complex data broker opt-out processes.
- Surface data-driven recommendations to simplify processes, reduce manual effort, and improve the customer experience.
- Collaborate with internal teams and external partners when fulfilment activities involve third-party platforms.
- Leverage AI and automation tools (e.g., AI assistants, AI-enabled spreadsheet/BI features, and knowledge management tools) to improve productivity, analyse data, and support documentation while ensuring appropriate human review.
- Demonstrate consistent, reliable, and responsive performance with minimal supervision.
- Identify and report patterns in system issues, process deviations, and operational risks to management.
- Stay current with product updates, services, marketing promotions, and operational procedures.
- Demonstrate adaptability to evolving programs, policies, and business priorities.
- Apply sound problem-solving, analytical thinking, and deductive reasoning skills to resolve operational issues.
- Exhibit strong organizational skills and the ability to effectively manage multiple priorities.
- Maintain a thorough understanding of Gen's policies, procedures, and products while consistently delivering an exceptional customer experience.
- Participate in or lead operational projects as needed, identify training opportunities, and collaborate with regional and cross-functional teams to resolve process-related issues.
- About You:
- Customer Service experience or Privacy operations
- Strong proficiency with Salesforce, ServiceNow/Jira, and contact centre platforms.
- Self-directed and self-motivated – able to work independently on a variety of tasks.
- Must be well organized and able to effectively manage own time.
- Excellent typing speed, data entry accuracy, and attention to detail, with the ability to efficiently process high volumes of repetitive, process-driven tasks involving web-based form completion and adherence to standardized multi-step opt-out workflows while consistently meeting productivity, quality, and SLA targets.
- Demonstrated ability to stay calm, professional, and solutions-oriented under pressure and tight deadlines.
- Must possess excellent communication skills, including verbal, written, interpersonal, and coaching.
- Ability and desire to effectively multitask and adapt to changing workloads in a fast-paced support environment.
- Comfortable working in a structured, ticket-driven environment with a strong focus on accurate documentation and process compliance.
- Demonstrated ability to think critically and analyze and interpret data independently
- Sense of urgency in performance of duties
- Interpersonal skills that promote collaboration and productivity
- Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.
- Ability to follow and abide by all information and security policies and practices.
- Track record of collaborating effectively across teams and influencing without direct authority
- Experience applying AI or advanced analytics to operations (e.g., queue prioritization, root-cause analysis, or process optimization)
What's Next...
After you submit your application, you can expect the following steps in the recruitment process:
- TA Call
- Technical Interview
- Final Interview - Hiring Manager (Virtual or face-to-face)
