Operations Analyst II
US-CO-Englewood
Attract-careers1
Req #: 96800
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: Candidates must be willing to participate in at least one in-person interview. As a Business Operations Analyst on the Pay TV Stability and CX Optimization team, you are responsible for the stability and success of software updates and product launches. Acting as an internal consultant and strategist, you will work cross-functionally with Product and Engineering teams to simplify business processes, reduce customer effort, and ensure seamless releases. You will leverage data-driven insights to monitor key performance indicators (KPIs), identify trends, and drive action items that improve agent performance, ensuring support teams are empowered with the tools and information necessary to provide a stable, high-quality customer experience. Key Responsibilities: * Serve as SME for Direct Broadcast Satellite, set-top box technology, and wireless/wired signal paths, leading enterprise-level troubleshooting and long-term resolution of complex system issues * Leverage data, symbolic reasoning, dashboards, and alarming systems to diagnose root causes, identify emerging trends, and drive timely escalations * Partner with testing and technology teams to validate launch readiness, conduct post-launch audits, and ensure frontline teams are fully equipped to support new products and features * Enhance agent tools by surfacing actionable data and insights that simplify workflows and improve both customer and agent experiences * Drive AI and automation initiatives to optimize application performance, reduce issue impact, and accelerate speed-to-resolution * Synthesize multi-source data to assess business impact, analyze call drivers and spikes, and refine workflows through cost-benefit and root-cause analysis Qualifications: Education and Experience: * 1+ years of call center experience or BS in a quantitative field such as math, science, or business analytics Skills and Qualifications: * Translate complex technical data for non-technical audiences and deliver clear, compelling presentations to Senior Management and Directors * Provide "white-glove" stakeholder support, building trusted partnerships while resolving high-stakes, enterprise-impacting issues * Partner cross-functionally with Product, Engineering, and CX teams to influence solutions, align priorities, and drive enterprise-wide outcomes * Apply advanced quantitative and qualitative analysis to synthesize complex technical challenges into actionable, customer-centric insights * Design and implement innovative solutions to resolve legacy problems, optimize inefficient processes, and improve operational performance * Lead multiple high-priority initiatives simultaneously, demonstrating operational resilience, adaptability, and execution excellence in fast-paced, ambiguous environments Visa sponsorship not available for this role
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