Department Summary
The Knowledge Solutions team is part of the App Development & Experience (ADX) Team. ADX plays a critical role in the Customer Experience Operations (CXO) organization. The team is responsible for the knowledge base agents utilize on every interaction with our customers across all lines of business. These applications provide agents with the directions and answers they need to assist customers in all scenarios, and we ensure they are user-friendly, accurate, and logical. Our goal is to remove the barriers a tool creates between users and their ability to provide a world-class customer experience.
Job Duties and Responsibilities
Primary responsibilities will fall into the following categories:

• Collaboration and Leadership through Influence: Collaborates effectively with business partners, vendors, and developers, leading the teams to remain focused on the right priorities and working together toward common goals.
• Product Ownership: Owns the product vision and strategy. Develops OKRs, determines success metrics and keeps track of progress. Leads the end-to-end success of enhancements from discovery to launch. Serves as the face of the product within the company, and acts as the point person to leadership.
• Data Analysis: Asks the right questions and knows how to derive meaningful insights from data; uses that ability to identify problems, trends, and opportunities across the entire agent experience. Plays a proactive role in finding opportunities and initiating fixes.
• Communication & Presentation: Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences .
• Executing and Delivering Results: Action oriented; aligns resources to get things done; can orchestrate multiple activities at once; can be counted on to exceed goals successfully; steadfastly pushes self and others for results.

Skills, Experience and Requirements
A successful Business Operations Analyst will have the following:

• Bachelor's degree from four-year college or university; or at least four years related experience and/or training; or equivalent combination of education and experience.
• Knowledge of HTML, CSS, and JavaScript; or willingness to learn
• Experience with or demonstrable knowledge of Agile development methodology
• Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including senior business executives and technology vendors
• Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment while handling different situations and tasks with minimal direct oversight from management

Salary Range
Compensation: $57,400.00/Year - $82,000.00/Year
Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website . Successful completion of a pre-employment screen, to include a drug test and criminal background check.