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Business Operations Analyst (Customer Analytics)

Company

Curology
Address , Remote
Employment type FULL_TIME
Salary $65,000 - $95,000 a year
Expires 2023-06-10
Posted at 1 year ago
Job Description
Curology is creating the next generation of skincare through customized treatment plans and formulas with powerful prescription ingredients for acne and anti-aging. We believe great skin shouldn’t be a luxury, but a fact of life.

We are looking for an experienced Business Operations Analyst reporting into our Customer Success team. The ideal candidate will be a self-starter who can analyze workflow, establish measurable performance targets and recommend specific types of solutions that can be used to improve upon them. You'll work collaboratively with team leadership and empower them to make important decisions by identifying various facts and trends.

The Business Operations Analyst will be a critical individual contributor in helping both diagnose and maintain performance standards and develop standardized reporting for the Customer Success team using internal data sources. This role will also partner cross-functionally with both our Finance, Data Science, and Consumer Insights teams. Presentation and report-making skills are important in order to present the findings to stakeholders and senior management. Top-notch Excel skills are required and knowledge of business intelligence tools is a plus.

In this role, you will:

  • Identify, analyze and interpret trends and patterns in complex data sets and provide creative, compelling solutions for solving data or business intelligence challenges
  • Create and generate necessary reports to track centralized KPIs and metrics for Customer Success team
  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts
  • Build “Voice of Customer” reporting to share with cross-functional partners
  • Maintain a high-quality work environment so team members are motivated to perform at their highest level
  • Communicate and present data to all levels of management
  • Support driving of strategic projects for cross-functional partners from a Customer Success lens with clear data inputs and building of frameworks
  • Develop insights to drive compelling discussions for workflow changes and/or product improvements

You will be successful if you have:

  • Strong proficiency in Excel and knowledge of business intelligence a plus
  • Adept with queries, dashboarding, report writing, and communicating findings verbally and visually
  • High level of professionalism and strong presentation capabilities
  • Experience working closely with customer support organizations and familiarity with Support performance metrics, including, but not limited to: NPS (Net Promoter Score), CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TPH (Tickets Per Hour) and QA (Quality Accuracy).
  • Ability to produce business cases and executive summaries with clear, data-driven recommendations and proposed next steps
  • Maintains an upbeat and enthusiastic attitude, even under pressure
  • Demonstrates commitment to fostering a highly supportive and collaborative workplace culture

You will love working at Curology because:

  • Pre-tax commuter benefits
  • Comprehensive benefits: medical, dental, and vision insurance for employees; flexible spending account; 401k; mental health & wellness programs
  • Company-sponsored events
  • Competitive salary and equity packages
  • 11 company observed holidays
  • Home office setup stipend (remote employees)
  • Additional holidays: Curology days off (1 per quarter), 1 annual floating holiday (employee’s choice), and Gratitude Week (employees take the full week of Thanksgiving off; business critical teams observe different days)
  • $75 WFH stipend (remote employees)
  • Paid parental leave
  • Minimum Time Off policy (unlimited PTO, with at least 3 weeks off) for exempt employees
  • Free subscription to Curology or Agency (for you and another VIP of your choice!)
  • Employee donation matching program
#LI-EH1
#LI-Remote

Our mission is simple: to make personalized skincare accessible and convenient for all. Awarded #3 for 2021 Best Workplaces in the Bay Area and 2021 Forbes #4 Best Startup Employers, Curology is a leader in direct-to-consumer eCommerce and has been featured in Vogue, Allure, Harper’s Bazaar, and Business Insider. Our core values are: Accountability, Team First, and Inclusivity.