Senior Customer Operations Analyst

July 2

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Employment Hero

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HR Software • Employee Benefits • HR System on Cloud • HR Platfrom • HR System

501 - 1000

💰 Series F on 2022-02

Description

• As a Senior Customer Operations Analyst, you’ll join a team of analysts and provide dedicated service to the CX team. You will be a champion for our CX team by driving delivery of strategic projects and key company objectives. • Conduct in-depth analyses of CX data to uncover trends, insights, and areas for improvement. • Develop comprehensive dashboards and advanced reporting tools to provide real-time insights to the CX team. • Lead and manage large-scale CX projects from conception to completion, ensuring alignment with business goals. • Oversee project planning, resource allocation, and risk management to deliver projects on time and within budget. • Mentor junior analysts and provide guidance on project methodologies and best practices. • Contribute to the development and execution of the company's overall CX strategy. • Identify long-term opportunities for enhancing customer experience and operational efficiency. • Lead strategic initiatives aimed at improving customer retention and satisfaction. • Identify and implement innovative solutions to enhance operational efficiency and improve customer satisfaction. • Develop and document new standard operating procedures (SOPs) for CX processes. • Collaborate closely with Data & Engineering to ensure CX projects are integrated seamlessly across the organization. • Act as a strategic advisor to senior management on CX improvements and operational strategies. • Foster a collaborative environment to drive cross-functional initiatives.

Requirements

• Bachelor's degree in Business Administration, Statistics, Economics, or a related field • 4-6+ years of experience in operations analysis, project management, or a related role, with a focus on customer experience • Proven track record of leading and managing complex projects • Strong analytical skills with proficiency in data analysis tools (e.g., SQL, Excel, Tableau) • Excellent communication and presentation skills • Experience with process improvement methodologies • Ability to work collaboratively in a fast-paced, dynamic environment • Strong problem-solving skills and attention to detail

Benefits

• A generous budget for your home office • Cutting-edge tools and technology • Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year) • 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package • Reward and recognition programs - because great work should be recognised and rewarded • Generous leave allowance - 24 days per annum • Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content) • Employee Share Option Program - be an owner of Employment Hero • Annual Global Gathering - so far we’ve been to Thailand, Vietnam and are excited to meet in Bali in September 2024