Careers

As a high growth enterprise SaaS company and leading innovator in the white-hot omnichannel CX market, we are always looking for talented and ambitious individuals to help grow our business.

Our mission is to empower people to improve experience with companies they care about. So if you share our passion for delivering exceptional consumer experiences while helping the world's largest brands materially improve their businesses, we'd like to hear from you.

At OpinionLab we believe that our success is directly correlated to our culture of always putting our customer first, owning issues to resolution, innovating intelligently, scaling our business for success, trusting and empowering our employees and always working together as one team.

If you are looking for a dynamic and challenging experience to learn from the best and accelerate your career to the next level, OpinionLab might be for you. Apply for one of our current opportunities.

Current Openings

Current Openings

Customer Engagement Manager (Chicago, IL)

You’ve seen our ubiquitous [+] feedback icon on websites like PayPal, Chase, Walmart, United Airlines, and hundreds of other leading global brands who rely on OpinionLab’s listening platform to help them drive smarter, real-time business decisions. You understand what it takes to maintain, nurture and grow customer relationships. Being a trusted partner to your clients so they can grow their business is what you do. Is this you? If so, we want to talk to you about joining our Customer Operations team in Chicago as an OpinionLab Account Manager.

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You’ve seen our ubiquitous [+] feedback icon on websites like PayPal, Chase, Walmart, United Airlines, and hundreds of other leading global brands who rely on OpinionLab’s listening platform to help them drive smarter, real-time business decisions. You understand what it takes to maintain, nurture and grow customer relationships. Being a trusted partner to your clients so they can grow their business is what you do.

Is this you?  If so, we want to talk to you about joining our Customer Operations team in Chicago as an OpinionLab Account Manager.

Responsibilities:

  • To manage an assigned book of Customers on a day to day basis;
  • To drive Customer satisfaction, success and retention;
  • To provide consulting best practices and help Customers leverage their use of OpinionLab’s products and services;
  • By helping demonstrate value, manage the successful renewals of each assigned Customer account;
  • To develop relationships with key stakeholders inside the customer organization;
  • To identify upsell opportunities and to execute on these upsells;
  • Coordinate resources internally as needed for Customer success across functional areas such as support and implementation.

 Skills & Experience:

  • 4+ years of account management, client relationship or project management;
  • Ability to connect business value to customer KPIs;
  • Strong, confident client presentation skills to executive audience;
  • Experience working in SaaS industry;
  • Ability to manage dozens of projects, people, and tasks simultaneously;
  • Comfort working in a fast-paced, growing, flexible, environment;
  • Self-motivation, superior organizational and problem solving skills, a must.
  • College or University degree in business, e-commerce or marketing disciplines.

Moderate travel required.  OpinionLab offers benefits, including medical, dental, LTD and 401(k).

Customer Operations – Implementation Specialist

Own the success of assigned customer deployments. Consult with Sales and customers pre- and post-sale regarding technical capabilities and best practices; work with customers to establish a launch plan that aligns with their VoC needs and helps them capture the most value from their OpinionLab engagement; coordinate efforts and communicate status of deployment activities throughout the customer lifecycle to ensure successful and rapid launches that leave customers delighted.

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Own the success of assigned customer deployments.  Consult with Sales and customers pre- and post-sale regarding technical capabilities and best practices; work with customers to establish a launch plan that aligns with their VoC needs and helps them capture the most value from their OpinionLab engagement; coordinate efforts and communicate status of deployment activities throughout the customer lifecycle to ensure successful and rapid launches that leave customers delighted.

Essential Functions:

Sales support

  • Answer questions from Sales regarding prospects’ implementation needs.
  • Participate in pre-sale calls with Sales and prospects to explain the implementation process, provide detail regarding technical requirements, and develop appropriate solutions for their needs.

Project Management

  • Plan for and drive successful delivery across the customer and internal organizations for multiple concurrent client project launches ranging from 1 week to 6 months from project inception through customer acceptance.
  • Follow standard project management methodology and tracking.
  • Gather and document technical requirements and decisions; create, maintain, and communicate customer facing project plans; provide continual updates and status reports to customer and internal stakeholders.
  • Ensure efficient delivery.
  • Escalate any potential roadblocks to successful deployment to customer and internal stakeholders.
  • Escalate requests for scope changes to Customer Engagement Manager.
  • Submit requests to other Customer Ops teams as appropriate, ensure their deliverables match requests, and deliver same to customer.
  • Schedule customer trainings.
  • Guide customers through their testing and troubleshooting process.
  • Secure customer acceptance post-launch and document details of deployment for handoff to other Customer Ops teams.

Client Services

  • Act as primary customer interface for implementations for both new and existing assigned projects.
  • Consult with customer to determine project goals, resources and timelines.
  • Consult with customer regarding and encourage use of established best practices in the development of project strategies that meet their VoC objectives and deliver the best value possible.
  • Set appropriate expectations.
  • Advise clients regarding deployment costs.
  • Explain the technical details of our solutions and integrations to both business and technical customer teams.
  • Provide off hours support for customer implementations as needed for launches.
  • Collaborate with Customer Engagement team to ensure a high level of customer satisfaction and communicate opportunities to position other service offerings.

Process Improvement

  • Contribute to continual product and process improvement and documentation measures.

Project Documentation

  • Track time and project status
  • Document and maintain all relevant customer and project notes in Salesforce.
  • Submit documentation of launch and customer acceptance to Finance.

Success will be measured by:

  • Quality of implementation in accordance with OpinionLab best practices.
  • Time to launch.
  • Customer feedback.

 

Required Skills/Experience:

  • Excellent and professional communication and presentation skills.
  • Able to effectively communicate with and guide both business and technical contacts.
  • Excellent organizational skills and ability to track multiple concurrent projects in detail.
  • Proficient in MS Office.
  • Bachelor’s degree.
  • Based in Chicago.
  • 3+ years in client facing position.
  • Able to travel domestically up to 5%.
  • Familiarity with the Web stack.
  • Familiarity with client-side technologies: HTML, CSS, JS, Libraries.
  • Familiarity with Document Object Model (DOM).
  • Familiarity with HTTP requests.
  • Familiarity with mobile/tablet applications.

Customer Technical Support Product Specialist

This position is part of our Customer Technical Support team, which acts both as a technical escalation point for troubleshooting and provides the code and customizations that power the OpinionLab solutions for our customers.

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This position is part of our Customer Technical Support team, which acts both as a technical escalation point for troubleshooting and provides the code and customizations that power the OpinionLab solutions for our customers.

The CTS team works both as individuals and in partnership with one another primarily to complete requests that are submitted by other internal teams via SalesForce and JIRA.  Resolution of those tickets may include technical phone calls with customers to explain our solutions or research issues, troubleshooting, customizations to the front-end of our solutions, generation of code packages configured to our individual client needs, integration with third-party tools, or escalation to other development teams, for example.

In addition, a Product Specialist may, from time to time, develop tools intended to improve efficiency, participate in the gathering of requirements for or testing of new products, and create documentation, for example.

Responsibilities:

  1. Provide technical support to other internal teams utilizing JIRA ticketing system for issue tracking, communication to other teams, and time keeping.
  2. Troubleshoot customer issues, which may involve phone calls with customers.
  3. Customize front-end experiences and design as requested.
  4. Customize Javascript-based code sets and use conditional Javascript code per provided specifications.
  5. Follow standard protocols for routing of tickets for verification and conduct peer reviews as needed.
  6. Multi-task and stay organized across a variety of simultaneous issues.
  7. Answer questions about the product and processes for other internal resources and for customers of all technical abilities, in writing, in person and by phone.
  8. Escalate issues that cannot be resolved within CTS or that may affect multiple clients, as appropriate.
  9. Document processes and participate in other projects as needed, including, for example, the development of tools to aid in the efficiency of the team, and product testing.
  10. Assist in the training of other team members and teams.
  11. Be a customer-oriented team player and foster a positive team environment.
  12. Other duties as necessary.

Qualification/Requirements:

  1. Deep understanding of the online space and web based technology.
  2. Intermediate knowledge of and 6+ months of experience using HTML, CSS, and Javascript.
  3. Demonstrated customer service focus.
  4. Good written and verbal skills. Able to effectively communicate technical concepts to non-technical people.
  5. Excellent computer skills (keyboarding, Word, Excel, Internet browsing, Outlook)
  6. Self-motivated, creative, and able to work both autonomously as well as with others.
  7. Flexibility in providing support for client needs and able to provide pre-scheduled on-call support during non-standard hours.

Preferred experience:

  1. Direct customer service or support-related work experience.
  2. Experience with templates, agile development environments and development/stage/production testing environments a plus.

DevOps Engineer: Chicago

OpinionLab is looking for a DevOps Engineer that is highly collaborative and has the technical acumen to join our Chicago-based team.

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We are the global leader in Voice of Customer (VoC) feedback innovation, serving a prestigious client list that includes nearly half of Fortune 50 organizations such as Wal-Mart, Bank of America, Ford Motor Company, and many more. With real-time listening solutions for every brand touch point, this pioneering VoC platform invites consumers to share input in their own words, at anytime, from anywhere, helping organizations collect, understand, and leverage both structured and unstructured customer data. For over a decade, hundreds of the world’s leading brands have looked to the familiar [+] feedback symbol to better acquire, engage, and retain customers through an approach so streamlined it’s groundbreaking: listen always, listen everywhere. The result is actionable customer insight that sparks foundational improvement to companies’ products, people, and brands.

As a DevOps Engineer, you will work closely with other highly skilled engineers and architects to design and build the next-generation of our SaaS VoC platform. Your expertise building scalable cloud hosted platforms with open source tools will be critical in this role. To join our team, you must embrace and thrive in a collaborative, team-oriented, environment that focuses on delighting our customers via high-quality and timely delivery.

Key Responsibilities include:

  • Ensure the continual functioning of mission critical operations
  • Collaborate with all members of the technical staff in the delivery of best-in-class technology solutions
  • Build new infrastructure in AWS with Chef
  • Build a Continuous Delivery pipeline utilizing Jenkins and testing plugins
  • Develop logging, monitoring, and alerting systems using Ruby and stats
  • Build dashboards of system, application and business metrics
  • Troubleshoot environment and application issues along-side the Development team
  • Participate in work planning
  • Provide input to personnel skill and contribution evaluations

Desired Skills & Experience:

  • Experience building and supporting a SaaS cloud based infrastructure
  • Experience supporting software development organizations in release management and large scale software deployments, including content integration software and strategies
  • Demonstrated experience managing Rails & Java(Clojure) applications
  • Demonstrated experience managing MySQL and PostgreSQL databases
  • Demonstrated experience managing Elasticsearch and RabbitMQ
  • Strong security background and experience with PCI or other similarly regulated compliant environments
  • Familiarity with security compliance standards
  • Experience with mission critical applications and infrastructure
  • Thorough knowledge of TCP/IP networking and Internet
  • Programming skills in Ruby &/or Python

Compensation:

  • Commensurate with experience.
  • Benefits include medical, dental, life and disability insurances, paid holidays, vacation and sick days, 401K with employer match, FSA plan

Software Developer (clojure): Chicago

OpinionLab is seeking a Software Developer to join our Chicago, IL­ based Product Development team in the West Loop.

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The OpinionLab backend data team is responsible for creating and maintaining applications and services for processing large amounts of customer feedback data from some of the largest companies in the world. Our ongoing challenge is to transform streams of independent comments into actionable intelligence for our customers in real time. We primarily use Clojure on AWS to build microservices and data pipelines to handle and enrich this data. If you are interested in applying functional programming techniques to help uncover the secrets hidden in our data, we have plenty of work for you.

Our team values teaching each other and continuously improving our skills. We use several agile practices, including (currently) pair programming, code review, retrospectives, continuous integration and test­driven development, to help us be more productive and to ensure reliability of our product. We focus on simplicity as a way to maintain quality and to allow us to quickly deliver features for the business over time.

You will be responsible for:

  • Developing platforms and services for scalable data collection, storage, processing and
    distribution.
  • Architecture and design of a mission­critical SaaS platform with associated APIs.
  • Learning and teaching Clojure to other developers individually and in a study group.

Experience Required – You must:

  • Have experience in one or more object­ oriented and/or functional programming
    languages
  • Desire to learn Clojure (if you haven’t already)
  • Be willing to work in multiple programming languages
  • Have experience with Web development or creating Web services
  • Have experience automating tests
  • Be willing to participate in pair programming (at least some of the time)
  • Write well­ designed, efficient code
  • Have experience with source control
  • Enjoy working in a team environment

Bonus Points for experience with any/all of the following:

  • AWS (EC2, RDS, S3, SQS, Route53, Lambda, DynamoDB, …)
  • Elasticsearch
  • PostgreSQL and/or MySQL
  • Chef
  • Git
  • RabbitMQ, 0MQ, or other asynchronous messaging systems
  • Contributing to Open Source software projects

Compensation:

  • Commensurate with experience.
  • Benefits include medical, dental, life and disability insurances, paid holidays, vacation and sick days, 401K with employer match, FSA plan

Javascript Developer: Chicago

OpinionLab is seeking a JavaScript Developer with strong agile skills to join our Chicago, IL based Product Development team in the West Loop.

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As a member of our Product Development team, you will play a critical role in the architecture, design, development, and deployment of OpinionLab’s web­based applications and services. Our JavaScript developers build the full­stack systems that millions of web users interact with to leave feedback on sites like Home Depot, Wal­Mart and Comedy Central. JavaScript developers with knowledge and passion for Angular and/or Rails make an ideal fit for our small (less than 20) but dedicated Product Development team.

Basics: You know HTML5, CSS3, AJAX JavaScript and JQuery. You practice cross-­browser, responsive, mobile friendly design with semantic markup.

Frameworks: You know one or more current JS Frameworks, such as Angular (preferable), React, Backbone, Knockout, or one of the 50 or more out there, but primarily have foundational Vanilla JS skills. We are transitioning to an Angular framework in our Rails environment, and are always evaluating new frameworks. You can run tests and work with your application from the command line using Jasmine, PhantomJS, Karma, Protractor or similar technologies. You can execute basic Bash and Ruby scripts, and work Git from the command­-line.

Modularity: Y​ou know there’s more to modular development than choosing whether the script tag goes in the head or the body. You have used a tool such as RequireJS, CommonJS, ES6 modules, the JS Module Pattern, or Browserify to support modular development. You know how to avoid polluting the global scope.

Performance: B​efore adding a library to use a single function, you assess its impact on user experience. You use build tools like Grunt, Gulp, or Broccoli to produce optimized builds of JS files. You are comfortable having clients and teammates inspect your code for performance issues that may affect their sites, and you assess performance yourself using DevTools and browser extensions as needed.

Craft: ​Lint isn’t just what you find in your pockets–you use a linter to keep your code clean. You implement performant, reliable tests using Jasmine, Mocha, CucumberJS, or another testing library. You stay on top of new developments in JavaScript, and languages like CoffeeScript, and follow bloggers/tweeters or attend meetups and conferences to connect with people and ideas.

Beyond Code: In addition to crafting the software to run our systems, we take pride in working in self­sufficient cross functional teams. This means that we:

  • design and plan our own work (a la Scrum)
  • architect and design mission critical SaaS platforms and APIs
  • use and contribute to open­source technologies and frameworks
  • continuously learn from and teach to other team members
  • translate business needs into working software

Compensation:

  • Commensurate with experience.
  • Benefits include medical, dental, life and disability insurances, paid holidays, vacation and sick days, 401K with employer match, FSA plan

Let's get started

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