Operations Analyst III

  • location: Mountain View, CA
  • type: Contract
  • salary: $66 per hour
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job description

Operations Analyst III

job summary:
Position Description Role:

As a process improvement specialist, you will be responsible for assessing Company's product merchant support processes, serving actionable insights, and providing assistance with solutions design/ project management as needed. Your work will help Company's product optimize support quality and cost.

Responsibilities:

Analyze data and processes. Proactively identify opportunities to reduce contacts, improve CSAT, and lower costs

Develop quarterly improvement plans in partnership with operations and product teams and project manage as appropriate

Generate updates for weekly and monthly business reviews

Develop and maintain metrics definitions and reporting for support performance -- cost and quality. Empower operations managers to assess workflows daily/ weekly, product teams to prioritize projects, and managers to maintain business plans

Provide ad hoc analysis to assist with problem solving, setting targets, and assessing impact of product/ process changes.

Skill/Experience/Education

Mandatory Minimum Qualifications:

- 3+ years Operations Management or Analyst experience in Customer Service - Proven ability to identify quality and/or cost improvement opportunities and drive results - Experience with SQL and building dashboards in Tableau or similar data visualization tools - Excellent written and oral communication skills Strong project management skills - Strong experience with Microsoft Excel

Coupa CW





Skill Name

Level (1-5, 5 being the highest)

1 2 3 4 5

Years

Mandatory(Yes/No)

Description





Operations Management or Analyst

5

4-5 Years

Yes

Experience converting volume forecasts into staffing plans, analyzing performance, identifying opportunities, setting targets, and problem solving











SQL and dashboards/reporting

4

0-3 Years

Yes

Writing SQL scripts to pull data and creating visualizations/reports -- enough experience to direct and quality check SQL developers











Excellent written and oral communication skills

5

4-5 Years

Yes

Ability to read performance metrics and answer questions like 'what happened last week?,' 'is that good/bad and why?,' and 'what do we need to do this week?' ability to adapt communications for audiences ranging from CS agents to Sr Managers ability to communicate well verbally, over email, and over slides











Project management

5

4-5 Years

Yes

Produce project charters, identify stakeholders, define scope/ R&R's, create project plans, and monitor progress/escalate risks













 
location: Mountain View, California
job type: Contract
work hours: 8 to 5
education: Bachelor's degree
experience: 3 Years
 
responsibilities:
Responsibilities:

Analyze data and processes. Proactively identify opportunities to reduce contacts, improve CSAT, and lower costs

Develop quarterly improvement plans in partnership with operations and product teams and project manage as appropriate



 
qualifications:
Generate updates for weekly and monthly business reviews

Develop and maintain metrics definitions and reporting for support performance -- cost and quality. Empower operations managers to assess workflows daily/ weekly, product teams to prioritize projects, and managers to maintain business plans

Provide ad hoc analysis to assist with problem solving, setting targets, and assessing impact of product/ process changes.

 
skills: Other
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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