Sr. Operations Analyst, Customer Experience

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OfferUp is on a mission to create the simplest, most trustworthy way to buy and sell locally. The free app for iOS and Android helps sellers quickly post items for sale with just a picture from their smartphones and lets buyers easily browse what’s nearby. Now the largest mobile marketplace for local buyers and sellers in the U.S., OfferUp brings millions of people together to discover more value right where they are.

At a Glance

  • A top shopping app on iTunes and Google Play
  • Geekwire App of Year
  • 60+ Million Downloads

The role

Are you ready to help shape the culture and results of a growing Customer Experience organization? We are looking for a Sr. Operations Analyst is responsible for building and standardizing a suite of reporting and data tools to maximize efficiency at all levels across the Customer Experience, Risk Operations, and Partner Network ecosystem.

You will be the first operations analyst on the team and will have the exposure, opportunity, and responsibility to drive impactful projects as our support model evolves with our growing core marketplace and lines of business.  

  • Operations Productivity. Optimization of service metrics, team-level and agent-level performance, process improvement, and omnichannel forecasting
  • Operations Strategy. Segmentation, expansion strategy, customer success metrics and reporting, and cost to serve
  • Reporting. Defining foundational KPIs and reports for use by our executive team down to the team on the ground

As the Sr. Operations Analyst, you will:

  • Deliver critical insights that evolve the way we support customers
  • Develop and evolve the framework for scalable reporting, strategic planning, and supporting Customer Experience and Leadership teams.
  • Drive reporting, insights generation, process improvements and consistency
  • Deploy and refine industry best practice forecasting processes, in-depth ad hoc sales performance analysis
  • Partner in the day-to-day operations with Product, Business Operations, Data Engineering, CX Operations to build: tools, provide ideas to drive results, and support current and prospect customers
  • Investigate all major areas of our CX operations model looking for ways to increase productivity, revenue, and value delivered to customers

The following are areas where your drive and talent could immediately make a big impact:

  • Organize weekly, monthly and quarterly operations reporting for all levels of our company, from the team on the ground to our executive leadership
  • Develop and maintain standardized operational reports for customer care, payments, and risk activities; define a scalable process to create actionable insights that will improve our key KPI’s
  • Analyze our workforce management resourcing/forecasting model and provide recommendations for the next iteration
  • Support setting and measuring team and agent quantitative and qualitative goals
  • Deep dive into the contact drivers of our customers and the employee journey
  • Define the first generation of our customer-facing reporting for emerging vertical market segments

What you bring to the table:

  • BA/BS Degree in Finance, Business Administration or related field required
  • 5+ years of experience in CX/Risk operations, business operations or comparative field, and/or financial analysis experience supporting a support organization
  • Impeccable integrity
  • Passion for creating scalable, repeatable analytics. Looks for scalable solutions and is aware of the impact on end users
  • As comfortable working with executive-level CX associates as you are with frontline leaders and their teams
  • Excellent written and verbal communication skills
  • Highly proficient with Salesforce, Zendesk, Excel, PPT, SQL, data visualization; Looker a plus
  • Ability to accurately manipulate and move data to and from a variety of sources across multiple platforms; ability to query, sort, merge, combine, and summarize. Highly proficient in SQL and other programming languages such as Python/Ruby or R skills a plus
  • Scripting/Workflow automation skills a plus

Apply now