Full-Time Customer Care, Operational Analyst
Job Description
The Operational Analyst will leverage reporting and data to evaluate company operations, and the experience of Customer Care stakeholders, to identify opportunities for improvement. The Operational Analyst will also have responsibility for framing and executing projects to make improvements identified through analysis. Individual areas of focus will be identified in partnership with Customer Care and field leaders and will require the Operational Analyst to work closely with plant team members as well as retailers, technicians, and subcontractors in matrixed groups. The goal of the Operational Analyst is to deliver efficiency and/or enhanced experience, aligning with well-defined business objectives, through new processes and workflows.
JOB FUNCTIONS
Identify operational opportunities for improvement:
- Work with DEA, Customer Care team members, and other stakeholders as appropriate to review available reporting and data connected to a pre-defined topic or area of interest.
- Gather information through direct engagement including observations and interviews.
- Draft and present proposals to assist in prioritizing the identified opportunities.
- Scope the benefit of each improvement opportunity under consideration.
- Frame and manage projects to drive improvement:
- Establish SMART goals connected to each improvement.
- Document scope of improvement initiatives using company frameworks such as project charters.
- Work with stakeholders to document current state, identify areas of opportunity including process and data gaps, and establish action plan for improvement.
- Execute on defined, and approved, action plan.
- Establish measurements systems and create the transparency necessary to ensure improvement is quantified, tracked, and corrected as necessary:
- Determine appropriate methods to analyze operations, relevant information, and data.
- Create, and lead execution of, a plan to monitor the impact of improvements in ways that align with established quality programs (e.g. Gateway, AOC, BOSS) and data gathering and governing technology and process.
- Ensure compliance with regulatory standards.
- Establish and perform cadenced (e.g. monthly) reviews of operational reporting:
- Partner with key stakeholders to identify recurring reporting to be used.
- Document objectives of each report and corresponding review
- Conduct cadenced reviews and provide notes and/or narrative to surface actionable insights to the appropriate audience(s)
This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.
QUALIFICATIONS:
- College Degree in a field related to Critical Thinking, Analytics, Finance, or related Engineering or Operations discipline
- 2+ years of experience as an Operations Analyst or in a similar position.
- Excellent communication skills, both verbal and written.
- Experience using statistical and database software.
- Consulting and project management skills.
- Strong analytical and problem-solving skills.
- Strong multitasking and time management skills
BENEFITS:
- 401(K) includes 100% company match of the first 4%
- Medical and Dental Plan with Prescription Coverage and Vision
- Paid Time Off days and holidays
- Wellness Programs and On-site fitness facility
- On-site restaurant
- Tuition Assistance
- Team Share Quarterly Bonus!
Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
How to Apply
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