Operations Analyst Jawbone
THIS JOB HAS EXPIRED About Us:
For more than a decade, Jawbone has developed human-centered wearable technology and audio devices unparalleled in their technical innovation, ease-of-use and sophistication of design. A 2010 IDSA Design of the Decade winner, the company is the creator of the award-winning and best-selling Jawbone ERA and ICON Bluetooth headsets; NoiseAssassin technology, the world's first and only military-grade noise-eliminating technology; and the JAMBOX and BIG JAMBOX wireless speakers and speakerphones. Jawbone is backed by Andreessen Horowitz, Deutsche Telekom, Khosla Ventures, investors advised by J.P. Morgan Asset Management, Kleiner Perkins Caufield & Byers, Sequoia Capital and others. The company is headquartered in San Francisco.
At Jawbone, we believe Customer Service is an extension of the product, and should be as exquisitely designed as our award-winning products. Customer Service is our most important direct dialogue with users ? it?s a touchpoint that follows the customer from product awareness through use and re-purchase. Since this interaction may stem from a perceived failure, each customer contact is an opportunity to make things right and win a loyal brand advocate. The Customer Service team is charged with setting the tone of the brand in human terms that relate to each customers? particular situation, not over-arching business policy or marketing language.
The Customer Service team is looking for an experienced Operations Analyst to provide process and analytical support. The Analyst will ensure Jawbone?s commitment to customer excellence is reflected in Customer Service systems, process and policy.
Participate on cross-functional teams for new product launches, new tool/system integrations, and process standardization initiatives.
Gather requirements for Customer Service using interviews, document analysis, call center site visits, business process descriptions, use cases, scenarios, task and workflow analysis
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Identify opportunities and develop solutions for continuous improvement to current processes by performing both quantitative and qualitative analyses
Document process flows and identify dependencies, transitions and integration points with preceding and downstream processes to understand overall benefits, challenges and impacts
Design, implement and manage business rules, processes and workflow in internal systems (CRM, Ticket Management, etc.)
Track, analyze and evaluate key performance indicators (KPI) and service levels; perform root cause analysis and identify potential solutions
Perform other duties as required
Bachelor's degree in Mathematics, Business or Ind. Engineering preferred; plus 2-3 years of strategic analysis job experience required
3 - 4 years of project management experience preferred
Strong analytical skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
Ability to adapt quickly
Ability to successfully engage in multiple initiatives simultaneously
Excellent written and verbal communication and presentation skills.
Self-starter, strong initiative & leadership
Data Analysis skills using Excel, Powerpoint, and Access
AliphCom is an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, performance bonus and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits including 401(k), medical, dental, life insurance, Paid Time Off and much more.
Interested candidates who fit the description are encouraged to apply now.
No Phone Calls Please
No Agencies or Recruiters
||150 Executive Park Boulevard |
San Francisco, CA 94134
THIS JOB HAS EXPIRED