Operations Analyst

About the Role

Operations Analysts are the drivers behind our continued growth and success. With our commitment to innovation, it’s our business analysts who seek out, develop, and help implement strategic initiatives for improved efficiency and productivity. 

We’re searching for an experienced Operations Analyst to help guide our organization into the future and manage our operational execution. From researching progressive systems solutions to evaluating their impact, our ideal candidate is a detailed planner, expert communicator, and top-notch analyst. They should be wholly committed to the discovery and development of innovative solutions in an ever-changing digital landscape. This individual will be comfortable taking direction and defining a path forward toward solutions and leading key initiatives.

Objectives of this Role

• Drive identification of requirements across business units and identify substandard systems processes through evaluation of real-time data
• Serve as a thought leader for technical business processes, developing forward-thinking systems prototypes that promote increased efficiency and productivity on multiple levels.
• Create and implement precise management plans for every project, with attention to transparent communication at all levels
• Perform, evaluate, and communicate thorough quality assurance at every stage of systems development
• Determine and develop user requirements for systems in production to ensure maximum usability
• Improve the operational management of our key vendor relationships, e.g. Managed Chat, Telephony, etc"

Daily and Monthly Responsibilities

• Partner with other stakeholder teams across business units (i.e., sales, finance, technology, compliance, development, OEM) to develop necessary analysis and documentation collaboratively, communicating effectively and efficiently with production, managerial, and executive teams
• Evaluate, analyze, and communicate systems requirements continuously, and maintain systems processes, including the delivery of monthly status reports to all appropriate parties
• Author and update internal and external documentation, and formally initiate and deliver requirements and documentation.
• Conduct daily systems analytics to maximize effectiveness and troubleshoot problems
• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations
• Actively manage the operational performance of our Managed Chat program and vendors, including quality adherence, economic analysis, recommendations, monthly reporting, quarterly business reviews, contract management, SLA adherence, and vendor management. 

Skills and Qualifications

• Ability to understand and manage data effectively and find themes and patterns to make recommendations
• Capacity to work independently and across multiple stakeholders to ensure the best outcome
• Tenacity to see initiatives through to completion and the ability to present to management findings and recommendations and implementation
• Comfort in working with an end objective and navigating a path forward, and finding solutions through critical thinking, curiosity, and assessment of data
• Strong communication skills and the ability to work with third parties, vendors, and partners

Preferred Qualifications

• Strong knowledge of the Dealer Inspire product suite, OEM requirements, and Support and Production processes and procedures.
• Proven capabilities in project and user-testing management
• Proven development of innovative and impactful systems solutions
• Extensive experience with data visualization
• Highly proficient technical writing capabilities
• Analytical skills: ability to analyze large quantities of data and work with information in multiple systems

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