Senior Operations Analyst for Customer Engagement

hace 2 semanas

Bogotá, Bogotá D.E., Colombia TeleSign A tiempo completo

Location: Bogotá, Colombia (hybrid)

Note: Only resumes in English will be considered.

Telesign is dedicated to connecting, safeguarding, and proactively defending organizations, clients, and their digital interactions. Our advanced AI technology ensures identity verification with speed, precision, and a global reach, enabling Continuous Trust. This foundation allows businesses to engage, communicate, and transact with their customers confidently, making the digital economy's promises a reality.

The Senior Operations Analyst plays a crucial role in ensuring that our customer-facing teams are equipped with the necessary resources, processes, and data to perform their roles effectively. This position is vital for fostering strong external relationships, delivering exceptional experiences for our contacts, and ultimately enhancing customer retention.

Key Responsibilities:

  • Serve as a strategic partner to the Global Operations team, conducting comprehensive business analysis that encompasses revenue assessments, quota management, and performance enhancement.
  • Collaborate with leadership on pivotal strategic initiatives aimed at developing a world-class customer organization.
  • Design and implement scalable processes to drive success as our teams evolve.
  • Create and manage dashboards and ongoing reporting requirements.
  • Utilize data and insights to identify challenges and implement projects to address these issues.
  • Engage cross-functionally with Product, Sales Operations, Business Operations, and other teams.
  • Contribute to a variety of projects, including CRM enhancements, optimization of customer operations teams, centralized reporting, and executing strategic initiatives.
  • Develop innovative solutions to achieve customer operations goals using diverse tools and platforms.
  • Apply strong analytical skills to interpret data and share insights to maximize efficiency and scale with business partners.
  • Oversee monthly forecasting and reporting for financial and operational key performance indicators (KPIs).
  • Take responsibility for the software utilized by the team, providing technical support and leading various projects as the subject matter expert.
  • Identify opportunities for enhancing current reporting formats, processes, and systems.

Essential Requirements:

  • Minimum of 3 years of experience in customer operations (including customer success operations, professional services operations) or related fields (business operations, sales operations, consulting, etc.).
  • Proficient in Salesforce and Service Cloud.
  • Advanced skills in Microsoft Office, particularly Excel and PowerPoint.
  • Experience managing large datasets and creating reports across various platforms.
  • Proven ability in process and systems thinking, developing elegant and scalable solutions to complex challenges.
  • Strong communication skills to effectively engage with a diverse range of stakeholders.

About Telesign:

Telesign specializes in connecting and securing online experiences through sophisticated customer identity and engagement solutions. Our APIs facilitate user verification, data insights, and communication, addressing today's unique customer challenges by linking businesses to the intricate world of global telecommunications.

Telesign is committed to being an equal opportunity employer. We believe that our diversity enhances our workplace, product, and community. We do not discriminate based on race, color, ancestry, religion, national origin, marital status, pregnancy, sex, sexual orientation, gender identity or expression, age, genetic information, disability, military or veteran status, or any other protected characteristic.

As an Affirmative Action Employer, Telesign is dedicated to ensuring equal opportunity in all employment aspects, including recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff, and termination processes, free from illegal discrimination and harassment.

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