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Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Job Profile Title: Senior Data Operations Analyst
Business Title: Senior Data Operations Analyst
Manager/Supervisor: Senior Manager, WFM & Analytics
Department: International Customer Care - E2E Customer Experience
FLSA Status: Exempt
Position Overview
The Senior Data Operations Analyst, International Customer Care, is primarily responsible for the development and reporting of key metrics and trends related to our operations. This analysis will be designed to uncover insights needed to make data-driven decisions on customer care objectives and priorities. Insights will cover a broad range of areas including complaint reporting, customer behavior and trends, and agent performance. This role is an essential part of the Customer Care Operations team and will work directly with other team members and departments to ensure that there is strong communication between Insulet, our vendor partners and cross functionally to ensure a positive customer experience.
Working in a dynamic, collaborative team environment, the successful candidate will support Insulet’s operational success. The ideal candidate will have a demonstrated ability to comprehend business processes and context, while also having the technical skills needed to develop and report out insights at all levels of the organization.
Responsibilities
- Work with the US Data Science and Analytics teams to deliver metrics and insights.
- Systems integrity, Data Warehouse Health, and overall maintenance of PBI, AWS & QuickSight systems.
- To report across systems and create data pipelines to provide overviews of the CC International operation.
- The development and deployment of processes and procedures in relevant systems to optimize and find efficiencies within Customer Care.
- Key functional responsibility includes the ability to demonstrate a strong understanding of forecasting and compare actual results to forecasted results, identifying opportunities for improvement.
- Represent the Customer Care Analytics team on cross-departmental projects and programs including new product launches and market expansion
- Drives continuous improvement, automation, and self-service of insights for the E2E Customer Experience team with tools (e.g Power BI) and reporting.
- Develops and maintains performance dashboards and comprehensive reporting
Required Skills and Competencies
- Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously.
- Ability to work in a deadline focused, dynamic environment, and consistently produce deliverables within agreed upon timelines.
- Ability to analyze problems and develop solutions.
- Excellent communication, influencing and negotiating skills are critical.
- Excellent writing skills.
- Positive, results driven, rational, logical, team player.
- Ability to rapidly learn and take advantage of new concepts, business models, and technologies.
- Experience in the healthcare, pharma or medical device industry a plus.
- Ability to work independently & on multiple projects against deadlines.
- Perceptive, critical thinker with the ability to solve challenges creatively
- Other Important Skills / Competencies – Flexibility, Diagnostic Information Gathering, Analytical Thinking, Initiative, Self Confidence and Customer Experience Oriented.
Education and Experience
- Bachelor’s Degree and/or equivalent combination of education and experience.
- Demonstrated experience in a Workforce Management, Business Operations or Analytics environment
- Advanced MS Excel skills and strong working knowledge of other MS Office applications.
- Experience aggregating and connecting data across multiple systems, including CRM, ERP, and contact centre systems, including telephony and workforce management systems.
- Experience creating reports and dashboards in Salesforce.com and AWS/Quicksight
- Experience utilizing BI tools for self-service data and reports; knowledge of SQL is preferred.
- Proven ability to prioritize, multitask, and manage multiple complex bodies of work in a fast-paced work environment.
Additional Information
- The position can be remote, hybrid or in-person at one of our international offices.
- Travel is estimated at 10 % but will flex depending on business need.
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
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