Community Management Analyst

Mecklenburg County•Charlotte, NC

9d•Onsite

About The Position

The Community Management Analyst plays a critical role in supporting small businesses and entrepreneurs adversely affected by transportation development and infrastructure construction throughout Mecklenburg County. This position serves as the analytical and operational backbone of the Business Opportunity and Supportive Transit (BOAST) initiative, transforming complex data into actionable insights, managing case workflows, and ensuring timely, accurate communication across programs. The Analyst is responsible for collecting and interpreting data from business site visits, hotline interactions, surveys, CRM systems, and ticketing platforms to identify emerging issues, business needs, and construction‑related impacts. The role develops and maintains dashboards, reports, and performance metrics that guide decision‑making for leadership, program managers, and partner agencies. The Analyst will develop and implement the BOAST hotline and ticketing systems, ensuring that inquiries related to construction schedules, access disruptions, and mitigation resources are handled with accuracy, urgency, and professionalism. The position ensures all cases are documented, triaged, routed, and resolved in alignment with established protocols. This role requires strong analytical skills, exceptional attention to detail, and the ability to communicate complex information clearly to diverse audiences. The Analyst maintains SOPs, ensures data security and confidentiality, and supports cross‑departmental coordination to strengthen the County’s ability to respond to business needs. Through this work, the Community Management Analyst plays a vital role in helping small businesses remain resilient, informed, and supported during periods of construction‑related disruption.

Requirements

Minimum of two years experience in a related field.
Bachelor’s degree in business administration, Public Administration, Data Analytics or a related field.
Combination of relevant education and relevant experience accepted?: YES

Nice To Haves

High personal and professional integrity, self-motivation, and a commitment to advancing small business success.
Demonstrated ability to work collaboratively with diverse audiences, including business owners, community leaders, faculty, and students.
Proven track record of problem-solving, innovation, and successful project execution.
Ability to collect, clean, analyze, and interpret complex datasets from multiple sources (CRM, hotline, surveys, ticketing systems) and translate findings into actionable insights.
Proficiency in creating dashboards and visual reports (e.g., Salesforce, Power BI) to communicate trends, performance metrics, and program outcomes.
Demonstrated computer skills, proficiency in Microsoft Word, Excel, PowerPoint, and internet research.
Experience managing CRM platforms, including data integrity, workflow automation, user permissions, and case management best practices.
Understanding of how transportation and infrastructure projects affect small businesses, including access disruptions, foot‑traffic changes, and operational challenges.
Ability to manage intake, triage, routing, and resolution of cases using structured ticketing or help desk tools.
Skill in assessing workflows, identifying inefficiencies, and recommending improvements to case management, hotline operations, and CRM configuration.
Ability to prepare concise updates, summaries, and reports for leadership, program staff, and partner agencies.
Capacity to cultivate and maintain relationships with nonprofits, government agencies, philanthropic partners, and business‑support organizations.
Understanding of privacy regulations, secure data handling, and confidentiality standards for sensitive business information.
Ability to establish and effective relationships with fellow employees, outside agency personnel, and the public.
Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.
Ability to focus on the needs of the customer, and on developing strong relationships with our customers.
Previous experience with Salesforce.
Multilingual applicants preferred.

Responsibilities

Collect, organize, interpret, and report data from business site visits, hotline services, surveys, ticketing system, and Business Opportunity And Supportive Transit (BOAST) activities.
Develop and implement business hotline and ticketing systems by contributing to the design, configuration, and continuous improvement of intake workflows, case routing logic, data capture standards, and user experience.
Collaborate with BOAST staff and technical teams to build efficient, responsive systems that support businesses experiencing construction-related impacts.
Interpret data trends to identify emerging issues, business needs, and construction‑related impacts.
Serve as the primary administrator of multiple CRM platforms, managing case records, data integrity, workflow automation, and user permissions to ensure accurate tracking of all business assistance activities.
Develop and implement regular reports and dashboards in Salesforce to monitor case volume, response times, resolution rates, and trends across project areas and business types.
Develop, implement, and maintain BOAST metrics. Analyst will prepare weekly, monthly, and quarterly updates for leadership, program staff, and partner agencies.
Manage the ticketing/help desk system to ensure timely intake, routing, and resolution of business inquiries and concerns.
Open, assign, triage, and resolve ticketing cases submitted by businesses experiencing construction-related impacts, ensuring each case is documented with complete and accurate information.
Operate and monitor a dedicated business hotline, providing timely, accurate responses to urgent inquiries related to upcoming construction schedules, road closures, access disruptions, and available resources.
Identify recurring issues and flag trends that require programmatic or policy attention.
Escalate high-priority or unresolved cases to field staff, program managers, or partner agencies and track resolution status through to closure.
Support BOAST Staff by preparing data packets, GIS maps, outreach materials for pop‑up markets and door‑to‑door visits.
Continuously assess and recommend improvements to case management workflows, Salesforce configuration, and hotline operations to increase efficiency and responsiveness to vulnerable businesses.
Assist with logistics, scheduling, and documentation for business site visits and community engagement events.
Coordinate with the BOAST staff to track service provider performance, cohort milestones, and contract deliverables.
Collaborate with BOAST staff to ensure that in-person business interactions, referrals, and site visits are accurately entered and linked to corresponding case records.
Provide regular updates to internal teams on business needs, construction impacts, and program outcomes.
Document and maintain standard operating procedures (SOPs) for case management workflows, hotline protocols, and data entry standards to ensure consistency across the team.
Maintain confidentiality and data security standards for all business records, ensuring compliance with organizational policies and applicable privacy regulations.
Support cross‑departmental coordination by sharing data insights and ensuring alignment across programs.
Cultivate and manage relationships with ecosystem partners including nonprofits, government agencies, and philanthropic organizations.
Maintain a digital resource guide and referral network to serve small businesses across Mecklenburg County.
Maintains current knowledge of economic development policies, best practices, and industry trends; participates in ongoing training and professional development to enhance performance.
Participates in regular staff and project meetings; maintains organized paper and electronic records; completes required forms and documentation in a timely manner.
Proficient utilization of standard office equipment, including computers and tablets, may operate a County or personal vehicle to attend off-site meetings and visit client locations.
Performs other duties as assigned in response to evolving program needs and a dynamic work environment.
Work on occasional evenings and weekends to attend programs to support small business