Sr. Program Analyst- Ohio Onsite
Gap
About the Role
In this role, you will support a multi-site and remote operation with responsibility for ensuring customer satisfaction globally across multiple brands and markets. You will work collaboratively to contribute to the customer care strategy and navigate and influence through the organization to get things done; own it, do it, done. This involves research into technology solutions and business processes that will improve the customer experience and operational efficiencies, including development of opportunity assessments and analysis.What You'll Do
Identify and lead process improvement through consistent analysis methods and standards, identify best practices, benchmarks and areas for improvement to balance cost, service and productivity
Integrate data from multiple sources to produce requested or required data elements based on business requests and needs
Initiate analyses with a growth mindset to solve problems, create alternatives, and provide recommendations to leadership based on quantitative and objective analysis
Establish and maintain effective cross functional relationships with business partners including internal/external customers through education and influence to improve performance metrics
Demonstrate ability to facilitate change and directional shifts; with the ability to make decisions and act without having all information available
Who You Are
Create with audacity through using your strong diagnostic skills in listening, probing and analyzing to translate business problems into data driven solutions.
Strong communication and interpersonal skills, including the ability to build constructive and effective relationships with a broad and diverse group of business partners
Strong analytical skills, including ability to review data/processes and independently determine/implement solutions while driving distribution practices
Strong problem-solving and decision quality: Able to use rigorous logic and methods to solve problems with effective solutions, an aptitude for critical thinking
Strong computer skills, with an emphasis on contact center tools (MS Office Excel, PowerPoint, Power BI, Call Management Systems, etc.); Proven experience in reporting and analysis.