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Customer Experience Operations Analyst
Home Chef, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 28, 2021
Last Date
May 28, 2021
Location(s)
Job Description
Home Chef is building new ways to provide meal solutions that meet a wide variety of customer needs, and shipping locations both online and in store. Our team is a unique mix of creators, chefs, entrepreneurs, and trailblazers and we’re growing quickly. Our customer-first mentality, combined with a zest for supporting our peers, helped us bring home Built in Chicago’s Startup of the Year Moxie award in 2017. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.
As the COVID-19 situation continues to escalate in the US and around the world, we are committed to keeping our teams and their families as our greatest priority. To that end, we are making some adjustments to the way we will be doing business in the upcoming weeks.
We are taking all the necessary precautions to keep our employees and customers safe, and would love to have you on our team as we can continue to serve our communities.Detailed Responsibilities:- Responsible for maintaining and building data-driven tools to evaluate departmental or functional data.
- Customer Communication Tools:
- Maintain and build mass Communications to customers related to: Shipping Carrier delay notifications, Operational-driven delays, Ingredient swaps or changes, product recalls
- Ticket Infrastructure, Updates, and Generation:
- Mass Ticket Updates (Automations, Backlog Cleanout, Tag and Status Updates)
- Agent-side Performance Metrics:
- Generate shift schedules with Workforce/Channel Forecasting Aspects
- Build Quality Assurance (QA) workbooks, enable statistical analysis of scores given/received
- Build and maintain tools to manage CSA performance metrics
- Responsible for driving CS functional improvements through data analysis:
- Measure employee productivity by individual, team, or defined cohort
- Measure ‘resolution compliance’ by individual, team, or defined cohort
- Work to find correlations between performance metrics and satisfaction ratings
- Examine past performance, identifying patterns and trends, provides insights to enhance department decision making in business planning, process improvement, solution assessment:
- Assess tickets created, analyzing response times over time
- Find and measure impact of historical events (weather, covid, shortages) to find best approach for future disaster planning
- Analyze resolutions given related to error type or disaster type and find best approach for future resolutions given
- Recommends actions for future developments and strategic business opportunities, as well as enhancements to operational policies
- Examines the Customer Support organization's data related to business performance with the purpose of drawing conclusions about that information.
- Partner with cross-functional stakeholders on Customer Support related projects and process improvement, including:
- Customer Engagement with new product features and changes (marketing campaigns, boxing changes, design changes)
- Customer Impact of logistics changes (delays, delivery date options)
- Customer Impact of ingredient changes (shorts, replacements, delays)Internal operational opportunities related to:
- Policies and procedures around team time tracking
- Policies and procedures around shift scheduling and forecasting
- Policies and procedures related to workflow and ticket flow
- Generate and communicate full team performance to CS leadership and other Ops Stakeholders on a frequent (daily, weekly, monthly, etc) basis
Qualifications: The requirements listed below are representative of the knowledge, skill, ability and/or other characteristics needed for this role. Reasonable accommodations may be made to enable individuals with disabilities.- 1-3 years of experience working with data in a data-driven role is required
- Advanced proficiency with spreadsheet tools such as Excel, Google SheetsStrong attention to detail, able to be a self-starter
- SQL, Python experience is a plus
- Comfortable working cross-functionally to get necessary data and push through initiatives
- Must be able to communicate effectively throughout all levels of the organization
- Completion of 4-year degree.
Perks/Benefits:- Comprehensive Medical, Dental, and Vision Insurance benefits start the 1st day of the month following your start date- Company paid Life Insurance, Short Term Disability and Long Term Disability- 401k Employer match - 50% on the $1, up to 6% of the employee's earnings- We offer flexible spending accounts (FSA) for qualified Medical, Dependent Job Specification
Home Chef
Information Technology and Services - San Jose, United States