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Service Operations Analyst 1

San Diego, CA 92121

Posted: 05/17/2023 Employment Type: Contract Job Category: Operations Job Number: 565524 Is job remote?: No Country: United States

Job Description


Summary: This role will be responsible for providing business partnership to the AMR Customer Care Organization whose mission is to drive customer experience optimization through transactional process excellence, order management and service execution. The ideal candidate will have strong analytical skills, attention to detail, excellent communication skills (written and verbal) and ability to proactively uncover opportunities to streamline and standardize day to day tasks and operations. This role will interact with all levels of the Customer Care team from representatives to leadership and will need to align their approach to effectively support each level of the organization. This position is an internal position.

Preferred Education/Background: Must have a B.A. or B.S., technical field preferred but not required.

Essential Duties and Responsibilities include but are not limited to:
  • Build relationships and act as a business partner to AMR Customer Care Organization.
  • Provide analytics support including ad hoc report generation and QBR materials.
  • Monitor and highlight business trends on a monthly or quarterly basis to Customer Care leadership.
  • Administration of Customer Care digital tools (Five 9, Quickbase, Power app, SFDC Dashboards).
  • Trouble shooting and root cause support of analytical tools for improved user experience.
  • Conduct monthly and quarterly process compliance and exception reporting reviews for process monitoring.
  • Support master data requirements to enable successful B2B order channel utilization for customer and internal stakeholders.
  • Develop and deliver process or training documentation for key reports, tool enhancements or process improvements as requested.
  • Perform other duties as required.

Preferred Experience & Skills:
  • Successful track record in Commercial Operations, Customer Care, or a related commercial support role preferred. Exposure to order management process and technology a plus.
  • 1-3 years of direct work experience, related industry a plus but not-required.
  • Background supporting various business partners with a focus on analytics and/or operational excellence.
  • Effectively and concisely communicates complex topics
  • Self-motivated, high drive, curious and growth-mindset with desire to innovate
  • Self-guided in identification, prioritization and execution of deliverables and projects.
  • Demonstrated ability to multi-task, work in team settings, and work independently when required.
  • Strong analytical, organizational, problem solving, critical thinking and project management skills
  • Possess an open, flexible, and positive can-do attitude with strong interpersonal skills
  • Strong attention to detail and commitment to deliver quality work in a timely manner with competing priorities.
  • Self-motivated with a desire to innovate and improve on current state.
  • Microsoft Excel skills including formulas, pivot tables and charts with an innate ability to navigate through new software applications. Experience with SAP and a plus.
20-31 pay rate range
**salary will be commensurate with experience**
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Although this hasn't been an issue at The Planet Group, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at The Planet Group.

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