Analyst, Operations (Customer Experience)
Oncourse Home Solutions
Date: 11 hours ago
City: Naperville, IL
Salary:
$53,000
-
$103,400
per year
Contract type: Full time
Who We Are
Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
As a key member of the Customer Operations team, the Analyst, Operations will report to the Sr. Manager, Strategy & Operations and will be tasked with developing reporting and analytics to bring insights and optimizations to our contact center, operations, and customer experience organizations. They will use their strong data and analytical skills to establish reporting and information for key stakeholders to determine the strategy for Customer Operations.
The Analyst, Operations will be adept at performing independent analyses across multiple data platforms, including Looker, Salesforce, and Excel. Additionally, they will coordinate business review materials on a weekly, monthly, and quarterly basis, engaging with various stakeholder groups.
Located at our office in Naperville, Illinois, our office environment is a key driver of our company culture and employee experience. A regular in-office hybrid model is required (generally in-office T-TH and remote M & F).
Responsibilities Include But Are Not Limited To
Experience And Qualifications Of The Role
Bachelor’s Degree Or Relevant Experience Required.
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $53,000 - $103,400 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Drives Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
As a key member of the Customer Operations team, the Analyst, Operations will report to the Sr. Manager, Strategy & Operations and will be tasked with developing reporting and analytics to bring insights and optimizations to our contact center, operations, and customer experience organizations. They will use their strong data and analytical skills to establish reporting and information for key stakeholders to determine the strategy for Customer Operations.
The Analyst, Operations will be adept at performing independent analyses across multiple data platforms, including Looker, Salesforce, and Excel. Additionally, they will coordinate business review materials on a weekly, monthly, and quarterly basis, engaging with various stakeholder groups.
Located at our office in Naperville, Illinois, our office environment is a key driver of our company culture and employee experience. A regular in-office hybrid model is required (generally in-office T-TH and remote M & F).
Responsibilities Include But Are Not Limited To
- Establish and manage key performance indicators (KPIs) to monitor and evaluate the effectiveness of business strategies.
- Own regular performance reports to senior management – in the form of weekly and monthly business reviews.
- Develop and implement new reporting tools and dashboards, while guiding process documentation and redesign efforts.
- Evaluate potential data risks and gaps - develop strategies to mitigate them; preparing reports to present to senior leadership.
- Work closely with various departments such as Call Center, Finance, Business Intelligence and Claims to ensure alignment with overall business strategies.
- Track and manage action items across various data projects to ensure timely completion and alignment with organizational goals.
Experience And Qualifications Of The Role
- Minimum of 3+ years as an analyst with a preference given to financial analysts and operations analysts.
- 3+ years of experience using data analysis tools (SQL, Tableau, excel, etc.), data query reporting, in addition, intermediate to advanced skills in Microsoft Excel is required.
- Expertise with data visualization tools such as Looker, Tableau or Microsoft Power BI.
- Experience synthesizing data and analysis into insights and takeaways for business owners.
- Strong analytical and problem-solving skills with ability to think creatively.
- Ability to function independently and efficiently in carrying out assigned tasks of interpreting large amounts of data to accurately identify business needs, delivering recommendations for different audiences into digestible material.
- Highly organized, detail-oriented, and driven with a strong work ethic and demonstrated teamwork skills.
- Self-starter with the ability to multitask and work effectively in a dynamic environment with fluctuating workload and aggressive timelines while promptly delivering timely and accurate analysis.
- Proficiency in Microsoft O365
- Tableau/Looker
Bachelor’s Degree Or Relevant Experience Required.
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $53,000 - $103,400 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
- Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
- Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
- 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
- Generous Paid Time Off: Take the time you need to recharge and relax.
- Education Assistance Program: Invest in your growth and development with our support.
- FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
- Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
- Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Drives Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
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