Tide
Finance / FinServ
SeniorOperationsAnalyst
“Senior Operations Analyst at Tide. Skills: process optimization, performance analysis, data analysis, analytical, problem-solving. analyzing and improving operational efficiency within the Customer Support department. Develop and maintain reports, dashboards, and KPIs to monitor team and service performance”
Industry & Context.
analytical and problem-solving abilities; Conduct root cause analysis for recurring issues or inefficiencies and recommend corrective actions
What They're Looking For.
Must Have
Experience working with CRM systems ticketing platforms, or other customer support software, Proven track record in process optimization and performance analysis in an operational setting, analytical and problem-solving abilities, with experience in interpreting data and translating it into actionable recommendations, Proficiency in data analysis tools such as SQL, Looker, Excel, Tableau, or Power BI, understanding of customer service metrics (e.g., SLAs, First Response Time, Resolution Time, Customer Satisfaction), Excellent communication skills, both written and verbal, with the ability to present complex data in a clear and actionable way, Ability to work under pressure, prioritize tasks, and manage multiple projects simultaneously
What You'll Do.
analyzing and improving operational efficiency within the Customer Support department
Develop and maintain reports
and KPIs to monitor team and service performance
and areas of improvement in member support interactions
and proactively recommend solutions
Conduct root cause analysis for recurring issues or inefficiencies and recommend corrective actions
Help design and refine processes that lead to quicker resolutions and better member engagement
How You'll Work.
Team & Collaboration
working closely with cross-functional teams to identify trends, assess performance, and provide insights; Work closely with other departments (e.g., IT, product teams, customer experience) to ensure seamless support processes and identify system improvements that support member needs
Communication Scope
Excellent communication skills, both written and verbal, with the ability to present complex data in a clear and actionable way
Process & Methodology
manage multiple projects simultaneously
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