Analyst, Operations Excellence (US Remote)
About The Position
The Centralized Managed Support Operations team is dedicated to "Solving for safer" by driving continuous improvement across our global service delivery networks. We analyze operational data to streamline workflows, enhance customer support systems, and empower leadership with actionable insight. As an Operations Excellence Analyst, you will play a pivotal role in dissecting complex operational challenges to determine root causes across people, processes, and tools. Operating at the intersection of business intelligence and strategy, you will turn data into persuasive visualizations that guide decision-making for executive leadership. In this role, you will work in a people-first culture where critical thinking and continuous improvement drive real-world outcomes. Candidates with a Bachelor's degree or equivalent practical experience are encouraged to apply.
Requirements
- Data Visualization & Analytics using Tableau to build, maintain, and extract data, paired with advanced proficiency in slide deck design (PowerPoint or Google Slides)
- ITSM Systems Knowledge to analyze call, case, and ticket data across tools such as Salesforce, ServiceNow, or Purecloud
- ITIL Framework understanding to apply operational best practices and metrics to service management
- Executive Communication demonstrated through a track record of tailoring persuasive, logically sound presentations for technical and non-technical stakeholders
- Root Cause Analysis utilizing structured problem-solving methodologies to dissect complex information and deliver actionable recommendations
- Bachelor’s Degree OR 5+ years of applicable experience in data analysis, operational reporting, or process optimization.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Nice To Haves
- Familiarity with constructive dissatisfaction frameworks or continuous improvement methodologies (e.g., Lean, Six Sigma)
Responsibilities
- Evaluate operational challenges holistically to determine if root causes stem from people, processes, or tools
- Conduct comprehensive data analysis to uncover underlying patterns, trends, and operational inefficiencies
- Respond to executive inquiries by delivering data-driven insights into operational performance and customer escalations
- Translate complex data into clean, graphic-rich slide decks and dashboards using Tableau that pass the "blink test" for operational leadership
- Offer strategic recommendations to cross-functional teams to optimize workflows, increase productivity, and meet business goals
- Assess existing systems and recommend tool enhancements to streamline service delivery operations
- Collaborate with Business Operations teams to prioritize high-impact initiatives and refine performance dashboards
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
