Business Analysis Manager

Better Business Bureau Serving the Heart of Texas•Austin, TX

2d•$78,000•Onsite

About The Position

As a Business Analysis Manager, you will serve as a strategic partner in evaluating and improving every stage of BBB’s customer lifecycle. This role will collect, analyze, and interpret operational and customer data to identify trends, uncover pain points, and recommend actionable improvements. Responsibilities include developing insights that enhance customer experience, operational efficiency, accreditation outcomes, and long-term engagement with BBB programs and services.

Requirements

Strong analytical and critical thinking skills, with the ability to evaluate data, identify patterns, and make informed decisions.
Customer-centric mindset, demonstrating a commitment to understanding and meeting the needs of internal and external stakeholders.
Project and process management skills, including the ability to plan, prioritize, and execute tasks efficiently.
Effective collaboration and cross-functional communication, fostering teamwork and alignment across departments.
Advanced problem-solving and innovation abilities, with a proactive approach to identifying solutions and improving processes.
High attention to detail, ensuring accuracy, consistency, and quality in all work outputs.
Bachelor’s degree in Business, Data Analytics, Economics, Information Systems, or related field
2+ years of experience in business analysis, customer experience analysis, operations analysis, or a similar role.
Strong analytical skills with experience using Excel, SQL, or BI tools (Power BI, Tableau, Looker, etc.).
Excellent written and verbal communication skills, with the ability to present insights to non-technical audiences.
Experience translating complex data into practical solutions.

Nice To Haves

Experience managing or leading teams in a collaborative environment
Experience in nonprofit, membership-based, or accreditation-focused organizations.
Familiarity with CRM platforms (e.g., Salesforce, Dynamics, or BBB-Specific systems)
Understanding of customer lifecycle frameworks, user behavior analytics, or service design.

Responsibilities

Lead daily operations of the Business Analysis team, including hiring, training, coaching, and performance management.
Cultivate an engaged, high-performing team environment.
Manage escalated issues, ensuring prompt resolution before escalating to leadership.
Mentor and develop team members through performance evaluations, one-on-one development plans, coaching, and addressing growth opportunities and disciplinary needs.
Assist with interviewing, onboarding, and integrating new staff, ensuring alignment with organizational goals and staffing needs.
Map and maintain end-to-end customer journey models for both consumers and accredited businesses.
Analyze acquisition, onboarding, engagement, retention, and renewal processes to identify friction points.
Conduct Research to understand customer motivations, needs, satisfaction drivers, and reasons for disengagement.
Map and maintain end-to-end customer journey models for both consumers and accredited businesses.
Analyze acquisition, onboarding, engagement, retention, and renewal processes to identify friction points.
Conduct Research to understand customer motivations, needs, satisfaction drivers, and reasons for disengagement.
Partner with Accreditation, Operations, Dispute Resolution, and Marketing teams to evaluate workflows and recommend process improvements.
Identify opportunities to streamline internal operations and improve response times, communication, and service consistency.
Support pilot testing new initiatives and measuring outcomes.
Provide insights into strategic planning, budgeting, and program development
Collaborate on cross-functional projects related to customer engagement, service quality, and accreditation value
Facilitate stakeholder workshops, requirements gathering sessions, and data-driven discussions.
Perform additional tasks as requested by BBB Leadership.