The Operations Analyst is responsible for overseeing workforce planning and management across the Student Success team. Their primary responsibilities are to shape and improve the Student Success Contact Strategy, as well as enhancing the Customer Relationship Management system and processes across to support strategy development and tactical delivery.
The successful candidate will be an analytically driven team player, with excellent attention to detail and a keen business sense who wants to explore customer experience improvement opportunities within the Student Success function.
Key Role and Responsibilities:
Propose enhancements to our Student Success systems, processes and reporting to improve our contact strategy, analytics function and staffing model.
Drive operational initiatives using customer and student success insights, including identifying team efficiencies to scale best practices and ensure projects are rolled out properly.
Work in close collaboration with local and international cross-functional teams to lead critical initiatives to success.
Education and Experience:
Minimum 3 years of experience in internet, technology, retail or online education.
BA/BS in Business, Operations, Computer Science or equivalent.
Strong analytical skills, excellent attention to detail and good business judgement.
Strong oral and written English language communication skills.
Experience working with CRMs (Salesforce advantageous).
Proven ability to work in a fast-paced environment and dealing with ambiguity.