The Xandr Sr. Analyst, Scaled Services ensures the success of processes that help Xandr teams scale and run successfully. They are the link between clients, internal stakeholders, and our third-party vendors. The Sr. Analyst, Scaled Services exhibits a passion for driving efficiency, is a flexible and responsive collaborator, and solves problems creatively. The Sr. Analyst, Scaled Services works closely with internal teams to identify opportunities for greater efficiency within our processes, and to plan and drive improved process adoption. They will also coordinate and maintain quality standards of outsourced staff in remote locations. This role is perfect for someone who is interested in all things digital, providing customer service, solving complex problems, simplifying workflows, while always learning and teaching.
About the job:
Builds tools and processes, and runs projects that help Scaled Services and teammates work more effectively and collaboratively
Serves as an escalation path to coordinate between internal and vendor stakeholders
Thinks creatively and expansively to identify areas for improvement and scales opportunities within the team and company
Interacts with teams responsible for implementation, or product delivery, and shares insights garnered through client and vendor interactions
Regularly coaches, advises, and mentors less experienced team members
Monitors day to day vendor performance and Key Performance Indicators while ensuring vendor resources have all the necessary tools and information needed
Creates and evaluates Quality Assurance reports while creating a framework for on-going governance and corrections
Identifies and advises on automation opportunities
Creates and edits runbooks geared toward the continual improvement of overall quality and efficiency
About your skills:
1-3 years of work experience, preferably in vendor management and/or customer support roles
Ability to thrive in a fast paced and fluid environment
Strong troubleshooting, analytical and problem-solving abilities
Ability to find the root cause of issues, along with a passion to collaborate cross-functionally
Outstanding written and verbal communication skills
Demonstrable passion for learning new technologies
Knowledge of SQL, HTML, Python, JSON and/or data analysis preferred
Extensive knowledge of customer support process and services
More about you:
You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem
You believe in not only serving customers, but also empowering them by providing knowledge and tools
