Operations Business Analyst

| Greater Denver Area
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Overview

The Opportunity:

With 6,000+ clients and over 500,000 screens deployed, FWI’s software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance.

 

We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

  • Bring your best self
  • See it
  • Own it
  • Crush it
  • Be Gracious

Four Winds Interactive is actively seeking a talented Operations Business Analyst to join our growing Operations team. This passionate data, process, and service-oriented individual will support many business needs of the FWi Operations organization. The Operations Business Analyst will be primarily responsible for producing team data, metric, KPIs, and performing program coordination services while identifying methods and processes to streamline or automate those activates. This role will work closely with Operations Management, Process Improvement, and Program Teams. The Operations Business Analyst is an exciting opportunity for anyone seeking growth in data analysis, business analysis, and process improvement career fields.

 

The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

Primary Responsibilities:

  • Supports the Operations team with continued support in updating operations organization documents, charts, and distribution lists as needed
  • Create and distribute surveys and communications as needed
  • Assist with team process improvement initiatives in the areas of; Strategy planning, data gathering, analysis, project planning, trials, training, implementations
  • Work with Operations Management to establish team Metrics, Dashboards, KPIs, Reporting, & Analytics for all Customer Engagement teams
  • Own ongoing metrics reporting & analysis for Customer Engagement teams
  • Expand to establishing team Metrics, Dashboards, KPIs, Reporting, & Analytics for all Technical Services, Enterprise Systems, IT, & Supply Chain teams.
  • Own ongoing metrics reporting & analysis for Customer Engagement Technical Services, Enterprise Systems, IT, & Supply Chain teams.
  • Onboard new program customers per FWI defined processes
  • Updating and ensuring that all customer onboarding materials are current and managing the revision processes needed during refresh periods
  • Address customer related issues and resolve problems to client’s satisfaction.
  • Communicate escalated program issues to Program Manager when needed, and work together to find an appropriate resolution
  • Coordinate with Signage Architecture team resources on content changes and program refreshes.
  • Coordinate with Hardware Solutions team on hardware needs, issues and change management.
  • Generate Salesforce reports in support of program and customer needs
  • Remain knowledgeable of all FWI departments, policies, and software features in order to inform customers of applicable information
  • Handle incoming calls and emails from customers ensuring that responses are timely and completed to the customer’s satisfaction
  • Log all interactions with customers and update project status in Salesforce
  • Oversee and facilitate the process of sending physical install techs to sites as part of critical replacement support
  • Generate simple quotes and PCRs
  • Manage all activities pertaining to the success of Operations Team Meetings - Scheduling, Content Gathering, Presentation Building, A/V, Feedback Collection
  • Develop measures to improve attendance, engagement, and coordination of the Operations Meeting
  • Assist in coordinating / facilitating Operations team offsites & activities

Qualifications

Requirements for Success:

  • 4+ years’ experience working in business operations.
  • B2B Customer Service, Account Management, or Project Management experience.
  • Experience in using Enterprise workflow, automation, reporting and other enterprise systems.
  • Exceptional communication skills and the ability to communicate appropriately with clients and at all levels of the organization; this includes written and verbal communications as well as visualizations.
  • Strong understanding of operations data and metrics.
  • Well versed in report building and data formatting.
  • Strong quantitative skills such as statistics and data analysis.
  • Critically evaluate information from multiple sources and clearly indicate quality of final analysis.
  • Communicate complex data in comprehensible ways.
  • Analyze and report on complex data to meet customer needs.
  • Experience working with Excel, CRM/ERP, Project Management software, Outlook, Microsoft Office

Helpful for Success:

  • Hands on experience working with Salesforce
  • Exposure to additional analytics tools (altyrex, tableau, etc)

 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

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Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

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