Operational Success Analyst

2 weeks ago

San Francisco, United States Cypress HCM Full time
Job DescriptionJob Description
Operational Success Analyst Description:
  • As an Operational Success Analyst, your primary responsibility will be to ensure that our operation team has the right capabilities, resources, mindsets and behaviors to thrive and be successful even when the business continues to grow 10X. This role falls under the insurance pillar, where strategic and operational capabilities are cultivated, refined, and disseminated throughout the organization. The overarching goal of this position is to amplify Scaled Ops' influence and exceptional capabilities for both internal and partner BPOs. You will collect best practices and you will conduct root cause analysis on the process, iterate upon them to near-perfection, and then roll them out organization-wide.
Duties:
  • Cross-functional Collaboration and Partnership
    • Collaborate with internal and external leaders across Operation service, including Partner Management, Quality Insights, Training, Workforce Management, and more to ensure our community receives best-in-class support.
    • Support partner teams with change management as we launch new tools, workflows, pilots, KPIs, and more.
    • Collaborate with other Leads to implement global projects and support the expansion of work to our larger partner network.
  • Operational Insights and Root Cause Analysis:
    • Support providing insights and process analysis within Scaled Operations and Optimization organization, as well as for our community and cross-functional teams.
    • Monitor both leading and lagging metrics to promptly identify opportunities for operational improvements, including those related to the extended workforce (Partners).
    • Conduct post-mortem and root cause analyses on quality error trends, critical errors, and newly launched products.
  • Governance of Operational Framework:
    • Support Operational success insight function on creation and execution of operational playbook, covering root cause analysis, best practices, and risk mitigation.
    • Maintain and restore all documentation and processes related to product operations, including product requirements, policies, procedures, and other operational documents.
    • Develop a user-friendly operational playbook, best practices, and standards, and continuously improve their quality.
    • Track all Scaled Ops initiatives, prioritize them, and support the development of a high-impact roadmap.
Requirements:
  • 3+ years of experience inspiring and motivating BPO partners to meet operational goals and targets; experience managing teams in the insurance claims, property damage, or liability fields a plus
  • Salesforce Administrator certification is a Plus
  • Experience managing performance discussion with cross-functional or cross-regional collaborative teams, with immediate experience in any of the following
  • Identifying and actioning performance trends, financial trend for continuous improvement
  • Interfacing with training, business process improvement, or quality assurance teams
  • Strong Project management experience, such as operation change management process and provide analysis on the pilot.
  • Project Management Professional (PMP) certification is a plus.
  • Lean Six Sigma Green belt certification is a Plus .
  • Demonstrated exceptional documentation and presentation skills, including the ability to create clear and comprehensive playbooks, manuals, and documents.
  • A demonstrated capacity for learning and adaptability, with a history of staying open to new situations and challenges, and adapting to evolving processes and strategies. Experience in refining best practices and fostering innovation for improving customer experiences and achieving organizational goals is highly desirable.
Compensation:
  • $34-38.21/hr W-2
Req#: 33238951

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