IT Business Analyst - Operations

Summary
We are seeking a process-driven, meticulously organized Go to Market (GTM) Operations Specialist to own process management, data entry, and customer support for a key area of a scaling business unit.
You will be responsible for managing processes and workflows to enable sales, drive operational excellence, and enhance the customer experience for some of the most popular products at a growing brand
You will report to the head of the business and have an opportunity to work with a variety of stakeholders in customer service and operations.
Key Responsibilities:

• Coordinate daily fulfillment operations for high-volume products by executing established playbooks, managing data in spreadsheets, fielding ad hoc requests, and managing internal service level agreements and other key business metrics to help ensure a high degree of customer satisfaction
• Support customer service teams and business managers through rigorous tracking and reporting on orders and requests and proactive, timely communication of status updates and key information
• Contribute to continuous process improvement by identifying, mitigating, unblocking, and escalating issues, including recommending and implementing updated standard operating procedures in partnership with internal stakeholders
• Become a domain expert on your workflows and collaborate closely with cross-functional teams (especially Customer Service, Warehouse Operations, Digital Technology, Product, and Accounting) to support relevant data analyses and solve business problems
• Perform additional responsibilities as assigned in line with evolving business needs and priorities

Role qualifications:

• 2+ years of relevant work experience in operations management, operations strategy, product operations, business operations, or similar roles with an operations focus
• Track record of working within or managing defined standard operating procedures and meeting internal or external deadlines or other performance targets on a daily basis
• Proactive, open communication style that is effective with different functional teams, from customer service agents to operations managers
• Ability to manage responsibilities in a dynamic environment with evolving priorities and processes while maintaining a relentless customer focus
• Strong familiarity with Microsoft Excel; bonus points for experience with Tableau
• Familiarity with chat-based internal communications tools like Slack