Business Operations Analyst

Job Summary

Effective process and operations management is essential to support the overall business strategy and structure. This role focuses on overall Orders department operations, metrics, surveys, process approvals and policy improvements that directly impact the customer experience. Drive the long-term success and goal realization for our Order Support team through operational processes, policy effectiveness, key performance indicators, and customer satisfaction measurements. Help identify, document, rank, prioritize, and execute on the improvement opportunities that will most positively impact our customers’ experience. Serve as the voice of operational processes to internal and external users and advocate for these users. Proactively communicate, develop, and train subject matter experts as part of the process improvement roll out process.

Location: Atlanta, Georgia. The position can be based in any location but requires at least 40% travel. This is a hybrid position.

Key Responsibilities

Team & Department Operations – 50%

• Operational ownership and access management. Agile Orders owner and internal champion. You’ll represent both the customer and the Orders’ team needs. Ensure the right people have the correct rights for their role as the approver for permissions; Primary owner for all SOX compliance related approvals.
• Manage Orders Team Calendar, Cadence, Content. You’ll be responsible for content creation, distribution, deadlines etc.
• KPIs and monthly operating results. Ensure that our Orders and ABL leadership teams are aware of and aligned. Be solution-focused and driven to influence improvement.
• Actively engage and partner to use a data driven approach to validate potential problems, measure effectiveness of solutions, and drive accountability.

Process Improvements & Analysis – 30%

• Process and policy. Build on your company and market knowledge to understand the processes and policies that directly impact our customers. In partnership with others, determine if we should start fresh, retrofit, or maintain said processes.
• Partner with any of our ABL teams (Product, Supply Chain, Compliance, Sales, Marketing, etc.) as needed to propose and implement solutions that drive enhanced connectivity, service level agreements, and accountability to improve our policy alignment, operational flow, cost, and resolution cycle time where possible.

Interdepartmental Projects and Initiatives – 20%

Minimum Requirements

• Bachelor’s degree or equivalent work experience or (certifications).
• 3+ years of experience in business, operations, or process improvement.
• Solid understanding of industry specifics and business strategies.
• Assertive; ability to provide direction on systems, processes, and company policy.
• Excellent problem-solving and critical-thinking skills.
• Superior interpersonal skills.
• Experience collecting, accessing, and interpreting data to provide insights to customers and partners preferred, not required.
• Reporting experience preferred, not required.
• Customer empathy and advocacy. Team members must be empathetic to the impact our policies, processes and applications have on our customers and users.
• Leadership. Ability to lead and drive (directly and indirectly) to achieve results. Influence is greater than authority.
• Process driven. We must serve our customers beyond their expectation, and we must have sustainable, repeatable, efficient, and continuously improving processes.
• Curious. There is always an improvement to be made. Be curious, learn, engage, and drive impact.
• Assume positive intent. Discover the reason(s) that policies and processes exist, validate

Travel Requirements