Business Operations Analyst AO7167820
About The Position
Business Operations Analyst AO7167820 Position Job Title: Channel Operations Manager Work Schedule: Fully On-site (5 days in office) Education and Years of Experience: 1) Bachelors Degree 2) 4 years of experience Top Skills: Analytics, Communication, Project Management Responsibilities: 1. Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs a. Serve as primary service escalation point of contact for customers within assigned sales channels/territories b. Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously c. Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines d. Recommend policy and process improvements based on findings from cases handled 2. Data steward of departmental policy & procedure content, KPIs, and data a. Oversee content management on department SharePoint site b. Responsible for production of department KPIs and ad-hoc analysis requests c. Support implementation and improvement of new and existing department policies, processes, and procedures 3. Assist department’s customer engagement channels and digital self-service tools a. Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops. b. Support in production and distribution of internal and external newsletters c. Support in implementation of user management and user experience systems; including CRM tools and customer service portals Candidate Requirements: 1. College degree (Bachelor’s) required 2. Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry 3. 4 years of professional experience required 4. Ability to identify gaps in procedures/policy and create improvement plans to address 5. Ability to drive change in cross-functional and demanding environment 6. Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required 7. Excellent written and verbal communication skills
Requirements
- College degree (Bachelor’s) required
- Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry
- 4 years of professional experience required
- Ability to identify gaps in procedures/policy and create improvement plans to address
- Ability to drive change in cross-functional and demanding environment
- Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required
- Excellent written and verbal communication skills
Responsibilities
- Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinator among stakeholders to improve Customer Satisfaction KPIs
- Serve as primary service escalation point of contact for customers within assigned sales channels/territories
- Engage in case management by liaising with internal departments including: Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously
- Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines
- Recommend policy and process improvements based on findings from cases handled
- Data steward of departmental policy & procedure content, KPIs, and data
- Oversee content management on department SharePoint site
- Responsible for production of department KPIs and ad-hoc analysis requests
- Support implementation and improvement of new and existing department policies, processes, and procedures
- Assist department’s customer engagement channels and digital self-service tools
- Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops.
- Support in production and distribution of internal and external newsletters
- Support in implementation of user management and user experience systems; including CRM tools and customer service portals
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
