Operations Specialist
US-CO-Englewood
Attract-careers1
Req #: 95091
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. The Business Operations Analyst streamlines call center operations by bridging the gap between corporate strategy and frontline execution. This role focuses on solving complex operational inefficiencies and reducing customer effort through data-driven process improvements and internal consulting. By managing high-impact projects and synthesizing field feedback, the person in this role ensures that business changes are implemented smoothly to drive a superior customer experience. What Success Looks Like (Objectives) * Execute strategic projects that directly reduce customer effort and improve the overall agent experience * Identify process improvements and training needs by synthesizing insights from site visits and agent focus groups * Drive cross-functional consensus between groups with competing priorities to implement new company initiatives * Translate complex business rules changes into simplified, actionable workflows for frontline teams * Influence field leadership through collaborative partnerships to ensure operational alignment with corporate goals * Leverage AI-driven analytical tools to identify staffing trends and proactive operational optimizations Qualifications: Core Skills and Competencies (What you'll bring) * Ability to deliver high-quality results while navigating ambiguous scopes and shifting priorities * Critical experience managing the full lifecycle of operational projects from design through execution * AI literacy to interpret automated data reports and enhance the speed of operational decision-making * Strong collaboration and negotiation skills to bridge the gap between corporate objectives and field realities * Professional expertise in data interpretation using Excel and analytical tools to inform business strategy * Exceptional communication skills required to act as an internal consultant for stakeholders at all levels Minimum Requirements * Bachelor's Degree in Business, Operations, or a related field * 3 years of experience in business operations, project management, or call center strategy * Technical proficiency in Excel * Project Management Software * Data Visualization Tools Visa sponsorship not available for this role
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