The Operations Analyst will support the Sr. Director of Stylist Services & Customer Care answering strategic business questions related to the service and support given to our amazing Stella & Dot Stylists and Customers. The Operations Analyst will own all forecasting, staffing analysis and modeling around the quality, speed and cost of service and help evolve Stella and Dot’s service offering. In addition, this Analyst will drive the development of x-functional business dashboards to communicate Stylist and Customer pain points and size the benefit of systems enhancements to improve the overall Stylist experience and drive self service. The Operations Analyst needs to be able to extract insights from data and be able to clearly communicate actions and recommendations that will drive measurable improvement to the Stylist experience, reduce cost or improve quality. This Analyst will be expected to pull data from various systems, make logical assumptions when data is not present, aggregate and analyze data, publish dashboards and reports.
PRIMARY job RESPONSIBILITIES
Publish daily business dashboards and reports extrapolating key business trends, contact drivers and issues that can be acted on.
Build and actively manage customer service staffing and expense forecasting models
Provide daily, weekly and monthly call center forecasting - maintain, update, and validate models with the latest internal and external data to continually improve accuracy
Work with our call center to drive work force management, individual agent and core operational metrics improvement
Build a measurable way to communicate Stylist & Customer friction and measure improvement.
Answer adhoc business questions as requested by manager including but not limited to – quality of service, return on investment for engineering projects related to stylist and customer experience, quality, cost and speed service tradeoff; Stylist conversion programs, etc.
Analyze findings from Stylist and Customer experience surveys; improve surveys based on findings and/or introduce new ways to solicit data to meet business goals
Increase the organizations understanding of Stylist and Customer behavior related to various service and support touchpoints – chat, phone, email, social, field support, etc; the cost of service by channel; effectiveness of contact diversion strategies, etc.
Drive data quality improvement projects as needed
Leverage Google analytics to propose customer experience improvements
You must have:
BS/BA Business, Finance, Engineering or related degree
3-4+ years experience in a business analysis role
Understanding of operational and/or customer service metrics and business drivers
Team player with strong interpersonal skills
Must be self-motivated and flexible to accommodate our ever-changing environment
Experience working for an on-line retailer or ecommerce company preferred.
Passion about opportunity creation for women
Entrepreneurial drive and awe inspiring work ethic
Strong conviction and ability to act on judgment and intuition when necessary. Ability to achieve the impossible
Conviction to always do the right thing
Ability to successfully adapt to changes in your environment
Expert excel skills
Advanced data mining, modeling and analytical skills
Ability to mine and aggregate data from various systems
Ability to write queries to extract data
Salesforce experience desired – extracting data, building reports and dashboards
Excellent communication skills (specifically translating data into a story)
Demonstrable interpersonal skills with a diverse customer base
Superior interpersonal and team skills
The ability to build strong working relationships with diverse personalities
Problem Solving Skills:
Demonstrated problem identification, problem solving and analytical skills
Demonstrable ability to use judgment and logic to determine issue resolution
Ability to research complex issues using multiple systems
Ability to approach problems logically & rationally
Organized and detail oriented
Competitive compensation, including base salary, and performance based bonus depending on experience.
Stella & Dot - 19 months ago