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Senior Operations Analyst, Member Services

| Greater Boston Area

Senior Operations Analyst, Member Services

The Senior Operations Analyst is focused on driving change to improve customer experience and optimize customer service operations. He/she is solution-oriented, with the ability to manage multiple priorities simultaneously and provide real-time and data-driven business feedback to management. He/she will focus on drawing actionable insights and developing/leading action plans based customer feedback, business data, and operational workflow. The ideal candidate will have an ecommerce and/or corporate level customer service background, and a proven track record of implementing process solutions to drive a best in class customer experience.

Principle Responsibilities:

  • Collect, analyze and present data that will drive efficiency in KPIs and improve the Customer Experience
  • Lead and/or support execution of new projects required to support strategic initiatives, efficiencies, quality initiatives and ongoing process improvement
  • Analyze processes to identify areas of opportunity, determine ROI, and present business cases to the management team for operational improvements
  • Provide crucial customer feedback and insights to our Management Team
  • Acts as a liaison between Member Services and Technology teams, articulating business problems and processes to identify & implement systematic improvements to workflows
  • Performs modeling and cost / benefit analysis to review key business drivers and productivity against department KPI’s and budget
  • A change agent, leading and influencing improvement efforts within the department and across the organization. Working with department managers, implements new standards and processes focusing on improved operational efficiency.
  • Utilizes a variety of process improvement methodologies and tools such as Lean, DMAIC, process flowcharting, and Six Sigma.
  • Achieves results by identifying common goals and shared interests; demonstrates an ability to influence key stakeholders.

Education and Experience Requirements:

  • 4-year degree required
  • 3-5 years related experience in an operational or analyst role, preferably supporting a Customer Service organization.
  • 3+ years’ experience in analysis including process analysis, ROI analysis, capacity forecasting and financial modeling.
  • Exceptional analytical and problem-solving skills
  • Proven experience effectively instilling new processes or changes across an organization; provided solid data and facts to support efficiency or quality improvements
  • Strong analytical/modeling skills with ability to convert raw data into actionable business insights
  • Able to handle multiple projects simultaneously and to deliver projects and results within tight timelines
  • Advanced in Microsoft products (including Excel, PPT, Word, Outlook)
  • Experience with Business Intelligence tools (e.g. Tableau; SQL) not required but a plus
  • Excellent communication, facilitation, and interpersonal skills required
  • An innovative, positive, and self-directed attitude. Interested in “figuring out” solutions to problems or methodology for improved deliverables.

About Rue Gilt Groupe:

Rue Gilt Groupe is the premier off-price e-commerce portfolio company, connecting more than 20 million members with coveted designers at an exceptional value. Two complementary brands, Rue La La and Gilt, utilize world-class merchandising, technology and marketing to strategically support our brand partners and inspire members daily. Our approach to retail brings excitement to online shopping and the best-in-class experience that today's customers demand. 

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other status or characteristic protected by law.

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