Operations Business Analyst

Position Role/Title: Operations Business Analyst

Location: San Bruno, CA

Summary

Client is looking for a Product Support Specialist responsible for helping clients resolve issues and systematically communicate client needs to cross-functional teams. They will also be responsible for improving processes and ensuring performance metrics are defined, documented, and tracked.

Roles & Responsibilities

1. Have in-depth knowledge of eCommerce business
2. Have experience in product support, training, or providing client support
3. Have prior AdTech experience

Core Functions Include

1. Assists in resolution of client issues. Consolidates and resolves complex customer requests or complaints for the organization.
2. Discovers client needs, recommends, and sells additional services based on client needs.
3. Formulates and presents solutions to address client needs.
4. Defines, develops, and reviews the Standard Operating Procedures (SOPs).
5. Understands and uses various custom tools to support program operations.
6. Identifies and monitors program performance KPIs.
7. Communicates closely with cross-functional partners to address non-routine questions as they arise.
8. Prepares reports detailing program status to date.

Preferred Qualifications

Minimum Qualifications

• Bachelor's or Master's degree (Business or Technical field preferred)
• 2+ years of experience in program operations and technical support roles
• Understanding of operational processes and requirements in CMS domain
• Strong analytical skills: MS Excel skills & pivot tables; Excel Macros, SQL skills preferred
• Experience performing quantitative and qualitative research and communicating results to leadership
• Excellent personal task management skills and ability to handle multiple assignments
• Strong written (including email) and verbal communication skills
• Prior eCommerce and/or AdTech experience preferred.
• Prior experience with working with technology platforms like Kenhsoo, Teika metrics, etc. is preferred.
• Experience with project scoping, planning, requirements gathering, business process mapping, and end-to-end process experience is a plus.