Senior Analyst, Service Excellence - Operations
About The Position
The Senior Analyst, Service Excellence, plays a critical role in enhancing service delivery by analyzing business processes, identifying improvement opportunities, and supporting project execution. This position requires strong stakeholder management and problem-solving skills to drive continuous improvement initiatives and ensure alignment with organizational goals. The role involves coordinating service issues, monitoring key performance metrics, and contributing to the development of effective solutions that improve operational efficiency and stakeholder experience. The successful candidate will apply broad business knowledge and analytical expertise to support strategic decision-making and promote service excellence across the organization. The Spark Earnings Excellence (SEE) Team ensures accurate calculation, disbursement, and reporting of independent contractor earnings with a strong focus on compliance and data integrity. The team drives continuous improvement and operational rigor across complex processes, enhancing company performance and the global contractor experience. SEE collaborates closely with stakeholders to maintain strategic alignment and improve service delivery. Emphasizing leadership and cross-functional collaboration, the team implements effective solutions, upholds high standards, and supports ongoing process enhancements that contribute to organizational success and operational excellence.
Requirements
- Proven experience in stakeholder management and coordinating service issues to enhance service delivery.
- Strong knowledge of continuous improvement methodologies such as Kaizen and Six Sigma to drive operational efficiency.
- Ability to analyze business requirements and apply problem-solving techniques to develop effective solutions.
- Familiarity with project management tools and methodologies to support project tracking and milestone adherence.
- Understanding of service-level agreements and key performance indicators to monitor and improve team productivity.
- Solid grasp of contract and vendor management principles to support compliance and supplier performance.
- Effective communication skills to collaborate with cross-functional teams and stakeholders.
- Bachelor's degree in business, finance, information technology, retail, human resources, or related area.
- 2 years' experience in business, finance, information technology, or related area.
Nice To Haves
- Bachelor's degree in business, finance, information technology, retail, human resources, or related area, Consulting, experience in business, finance, information technology, retail, human resources, or related area.
Responsibilities
- Analyze service performance data to identify trends and opportunities for improvement in service excellence.
- Collaborate with stakeholders to develop and implement strategies that enhance operational efficiency and customer satisfaction.
- Manage and monitor service-level agreements to ensure compliance and timely resolution of service issues.
- Lead continuous improvement initiatives using process automation and problem-solving methodologies to optimize workflows.
- Support project management activities by tracking progress, identifying risks, and facilitating communication across teams.
- Prepare reports and presentations to communicate insights and recommendations to leadership and business partners.
Benefits
- Competitive pay
- Performance-based bonus awards
- Medical coverage
- Vision coverage
- Dental coverage
- 401(k)
- Stock purchase
- Company-paid life insurance
- PTO (including sick leave)
- Parental leave
- Family care leave
- Bereavement
- Jury duty
- Voting
- Short-term disability
- Long-term disability
- Company discounts
- Military Leave Pay
- Adoption and surrogacy expense reimbursement
- PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes
- Live Better U (Walmart-paid education benefit program for full-time and part-time associates)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
