Specialist, Operations Performance Reporting

AAA Mid-Atlantic•Wilmington, DE

2d•$58,043 - $84,579•Hybrid

About The Position

AAA Club Alliance is hiring an Operations Performance Reporting Specialist to analyze, monitor, and improve the efficiency and effectiveness of Membership business line operations. The role uses data-driven approaches to develop operational performance insights that support workflow optimization, cost reduction, improved member experiences, and business objectives. The Specialist measures the effectiveness, adoption, efficiency gains, financial outcomes, and member impact of operational initiatives. The role defines KPIs, baselines, targets, and success measures; analyzes complex datasets and trends; automates reporting; and builds and maintains Power BI dashboards, scorecards, data models, and recurring performance views. It also supports opportunity sizing and measurement plans for operational, payment, billing, and member experience programs. The position leads and contributes to projects involving SOP improvements, training enhancements, and technology implementation. It prepares and presents findings and recommendations to leadership and collaborates with business areas, IT, and data teams on data accessibility, verification, and governance. The role is hybrid, with three days on-site weekly. The starting base salary range is $58,043–$84,579; the final offer depends on factors including experience and geographic location.

Requirements

At least 5 years of experience in business intelligence, operational reporting, performance management, data analytics, or related operational roles.
At least 3 years of experience with data modeling and data visualization best practices.
At least 3 years of experience in Membership, Subscription, Financial Services, Insurance, or Customer Operations environments.
Advanced knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Visio.
Ability to work independently in a fast-paced environment with competing priorities.
Excellent oral and written communication skills and ability to interpret end-user needs.
Ability to work and influence across levels of management and translate complex ideas into actionable improvement recommendations.
Experience translating business requirements into reporting solutions.
Strong analytical, problem-solving, and communication skills.
Project management experience.
Excellent presentation skills and experience presenting to management.

Nice To Haves

SQL MCTS, Google Cloud BigQuery, or Power BI-related certifications.
Lean Six Sigma certification.

Responsibilities

Measure the effectiveness, adoption, efficiency gains, financial outcomes, and member impact of operational initiatives from launch through ongoing optimization.
Define KPIs, baselines, targets, and success measures for Membership Operations programs and process enhancements, including auto-renewal, billing fulfillment, payment acceptance, digital adoption, and member experience.
Analyze complex datasets, ad hoc analyses, and performance reviews to identify what is working, what is not, and which operational priorities should be addressed.
Automate reporting and improve visibility into operational performance to reduce manual tracking and support timely decisions.
Build and maintain Power BI dashboards, scorecards, data models, and recurring performance views tracking program outcomes, efficiency gains, defects, payment success, and billing effectiveness.
Analyze trends, risks, bottlenecks, defects, payment or billing friction, and member experience impacts to identify where operational action is needed.
Support business use cases, opportunity sizing, and performance tracking for operational programs, payment and billing improvements, and member experience initiatives.
Create pre- and post-implementation measurement plans covering baselines, success criteria, variance analysis, and recommendations for further optimization.
Lead and contribute to ongoing projects focused on SOP improvements, training enhancements, and technology implementation, ensuring initiatives are executed rigorously and delivered on time.
Prepare and present operational findings and recommendations to leadership during business reviews, communicating complex information clearly and with appropriate context.
Collaborate across business sales and service support areas, including IT and data teams, on data accessibility, verification, and governance needs.
Perform other duties as assigned.

Benefits

Competitive annual salary with a starting base compensation range of $58,043–$84,579.
Annual bonus eligibility.
Comprehensive health benefits, including medical, dental, and vision plan options.
Generous accrued paid time off, including 2+ weeks within the first year.
Paid holidays, with 8 paid holidays specified in the position overview.
401(k) plan with company match up to 7%.
Professional development opportunities and continual learning reimbursement up to $5,250 per year.
Tuition reimbursement.
Paid parental leave of up to 2 weeks.
Paid time off to volunteer, including one volunteer day per year, and company-sponsored volunteer events.
Free AAA Premier Membership or free AAA Membership.
Health and Wellness Program.
Health Concierge Service.
Life insurance.
Short-term and long-term disability coverage.