Product Operations Analyst I

hace 3 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

Experian is a leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are proud to be named one of the 100 Best Companies to work for by FORTUNE and one of the 100 World's Most Innovative Companies by Forbes Magazine.

Our Consumer Services group is defining the next Big Data thing for consumers. As the market leader, we pride ourselves on building new markets and leading the pack through continuous evolution and innovation. It's a position we've enjoyed for more than a decade and we aren't looking to stop now.

Job Description:

Experian's Direct-to-Consumer Product Operations team is seeking a talented Product Operations Analyst II. You will be responsible for managing ongoing and time-sensitive Product Operations support for product features and functions in our ECS D2C portfolio. You will help strengthen product feedback loops between customers, Product, and Technology to deliver more value to customers faster.

As a Product Operations Analyst II, you will play a key role in partnering with multiple internal and external teams to ensure successful handling and resolution of escalated customer issues. You will use data to track and identify customer feedback trends and themes. You will identify opportunities for process improvements, and help define, communicate, and execute those improvements.

Responsibilities:

  • Data analysis: capture, organize, and surface customer feedback & escalations data in high impact, accessible ways to facilitate product & customer insights.
  • Assist in managing day-to-day operations of customer escalations tied to various products.
  • Perform research and investigation of customer escalations to determine root cause and next-step recommendations.
  • Collaborate closely with Product, Technology, Customer Care, BusOps, and external partners to track, drive, and resolve customer escalations in a systematic and timely fashion.
  • Help facilitate Benefit Delivery Incident Management for close-loop resolution including triage, research, remediation, etc.
  • Assist in setting and administering product and operational standards, processes, and procedures for the ongoing operation of products, customer escalations, and feedback.
  • Execute on several tasks and workstreams concurrently while balancing shifting priorities.
  • Scale and disseminate product knowledge across the organization for new or updated product features (e.g. creating/maintaining a knowledge base, internal training, etc.).

Qualifications:

  • 1-2 years of experience in product operations, operations strategy, product analytics, business analyst, or similar systems analytical roles that worked closely with Product and Technology teams.
  • Intermediate to advanced experience in SQL querying, Excel, and data tables (AWS Redshift, Python, DynamoDB experience is a plus).
  • Solid knowledge in Agile software tools (e.g. Jira) and methodologies.
  • Strong technical acumen, curiosity, and familiarity with new technologies, APIs, and databases.
  • Experience with complex direct-to-consumer products and systems is highly desired.
  • Self-motivated with close attention to detail, analytical focus, and problem-solving skills who can be highly productive, both as an individual and as part of a team.
  • Experience building trusted partnerships with Product, Operations, and Technology teams.
  • Strong communication and presentation skills.
  • Experience with and ability to formulate and present analyses and business cases to both technical and non-technical stakeholders.
  • High sense of urgency and ability to work well in a matrix environment.
  • Possess strong sense of judgment and demonstrate empathy of customer issues in order to navigate urgency, prioritization, and scope of investigation and resolution.

Additional Information:

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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