Business Ops Analyst
North America, Consumer Services
WHO WE ARE LOOKING FOR
The Business Operations Analyst will Leverage global datasets within Tableau to create NACS specific dashboards, and Work with NACS functional teams to identify KPI targets, then track success to target over time.
We are looking for someone with a passion for data and analytics who is able identify and understand trends, patterns, and anomalies. We need someone who is able to manage multiple conflicting priorities, deliver results quickly, and who is able to tell a story using data.
WHAT YOU WILL WORK ON
You’ll spend your time building and maintaining dashboards, monitoring KPIs, and translating data into insights. You’ll pull together one pagers and short presentations that clarify what the data is telling us about consumer experiences, expectations, and friction. You’ll be the go-to resource to understand the story behind each of our standard KPIs.
During a typical day/week, you will be in the data. You’ll work in tools like Clarabridge, Tableau, Domo, Clarabridge, In Moment, and Speechminer to understand what our metrics are telling us. You will be our go-to resource to fix broken dashboards, create new dashboards, or understand why we see anomalies within our data. You’ll receive ad hoc requests – things like studying how consumers feel about specific events and programs, and how that is reflected in contact volume and cost to serve within our different consumer facing teams.
WHO YOU WILL WORK WITH
As the NACS Business Operations Analyst, you will be a part of the Business Operations team. You’ll partner extensively with all internal North America Consumer Services functions
(Service Experience, Elite Services Team, client Experts on Demand, Partner Operations), as well as cross-functional tech and data teams. You will also partner with geo counterparts to stay connected and united as we focus on friction mitigation and prioritizing consumer centric analytics.
WHAT YOU BRING
Bachelor's degree in Business, Marketing, Mathematics, Computer Science, Data Science, or related field of study.
Minimum 5 years of relevant professional experience.
3-5 years of experience with integrating qualitative and quantitative analytics to produce holistic conclusions
Advanced Excel and PowerPoint or Keynote skills required.
Ability to work independently in fast-paced environment, balancing multiple deliverables with tight deadlines
Passion for our consumers and athletes: ability to empathize and view experiences through a consumer-centric lens, genuine determination to design and deliver best in class experiences.
Experience with Tableau, SQL, Domo, Clarabridge, and/or text analytics is preferred.