Service Operations Analyst

LVT • American Fork, UT

49d

About The Position

The Service Operations team’s mission is to drive the strategy, processes, and initiatives that enable LVT’s Customer Experience teams to deliver a world-class experience. Reporting to the Sr. Director of Strategy & Operations, the Service Operations Analyst serves as the analytical and tactical engine of the post-sales organization. This role balances data with hands-on process engineering to ensure that all post-sales teams operate with data-backed efficiency and quality.
This particular position requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application.

Requirements

• 3-5+ years of experience in Service Operations, Support or Field Service Operations, or a similar post-sales support environment.
• Data-Fluent Problem Solver: Proficiency in Excel and SQL is required. Experience building automated reporting in BI tools (e.g., Tableau) and CRM/ERP native reporting engines.
• A Process Architect: Experience in building, implementing, and simplifying complex work management workflows (e.g., second-level escalation pathing and 3rd-party vendor management) across multiple departments.
• Systems Fluency: Hands-on engagement with work management systems (e.g., ServiceNow) and ERPs (e.g., Oracle, Acumatica).
• Technical Proficiency: Proven ability to translate complex data sets into "Executive Summaries" that drive decision-making and justify workflow or system changes.
• Influence & Communication: Exceptional ability to translate technical system changes and data insights into clear, actionable execution plans that team members at all levels can adopt.
• Education: B.S. in Business Administration, Operations Management, Data Analytics, or a related field

Responsibilities

• Operational Intelligence & Advanced Analytics: Build, maintain the reporting suites that track the health of the post-sales organization. Use SQL, Excel, and BI tools to conduct predictive analyses that identify trends, anticipate future bottlenecks, and provide data-backed recommendations for system and process pivots.
• Systems & Process Innovation: Identify friction points within the post-sales tech stack (e.g., ServiceNow, Oracle Fusion) and lead initiatives to streamline workflows. Utilize data to prove the ROI and impact of these optimizations.
• Holistic Work Management Optimization: Drive the end-to-end optimization of work management processes across all post-sales teams and 3rd-party vendors, ensuring seamless hand-offs, clear task accountability, and high-quality service delivery.
• People-Centric Improvement: Partner with post-sales leadership to correlate team performance data with specific process or system gaps, developing tactical solutions that empower team members to provide a world-class experience consistently.
• System Power-User & Integration: Serve as a lead power-user for core service tools, ensuring that system configurations across the post-sales environment are optimized for both team member efficiency and granular data capture.
• Operational Documentation: Standardize and maintain the "Service Playbook" for all post-sales functions, ensuring that operating procedures are documented, accessible, and grounded in proven, data-verified best practices.
• Cross-Functional Collaboration: Develop strong relationships across all post-sales departments to ensure that new initiatives are practical, scalable, and embraced by the team members performing the work.

Benefits

• We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees