100572

701 Cool Springs Blvd, Franklin, Tennessee 37067

TruGreen accepts applications on an ongoing basis.

Job Description

The Business Operations Analyst plays a pivotal role in transforming data into strategies that enhance customer retention. Partnering with stakeholders on the Customer Retention team and across the organization, you will uncover insights, develop predictive models, and deliver actionable and data-driven recommendations that provide a measurable impact in delivering an exceptional customer experience.

In addition to the valuable insights gained directly from our customers through surveys on how to improve customer experience, you will take ownership of maintaining and enhancing our text analytics tools which reveal critical opportunities for improvement and highlight what we’re doing well. You will also support our partnership with Qualtrics, a key platform for gathering and analyzing customer feedback.

 

Position Overview:

Facilitates the analysis of customer and transactional data to support and enhance customer retention strategies and tactics. Builds and maintains reports and scorecards to track and analyze key performance indicators and other metrics on scheduled and ad hoc bases. Prepares presentations to management. Monitors and evaluates the quality of customer interactions both recorded and written. Documents quality issues and performance measures for management review. Provides information to assist with the feedback and formal education process of associates on the phone.

Responsibilities:

Builds, maintains, extracts, and analyzes complex reports and extensive data sets from company operating systems.  Develops and maintains formulas, templates, and macros to combine, scrub and process data efficiently and consistently.Summarizes, analyzes, and interprets data; explains trends and variances to support management decision making.Prepares numerous and complex reports and scorecards of key performance indicators (KPIs) for all levels of the company. Prepares compelling, accurate, and illustrative reports with narratives, graphs, and charts.Performs quality assurance and testing of reports, dashboards, and scorecards to ensure accuracy, reliability, and timeliness.Reviews, develops, and maintains all reporting platforms and tools (e.g., Excel, Access).Answers questions and troubleshoots to provide support to end-users to facilitate understanding and interpretation of reports, dashboards, and scorecards.Performs root cause analysis of scorecard data to identify enhancement opportunities.Works with management to develop and administer updates to reports and scorecard system. Documents business requirements and procedures for new and existing reports. Works with IT resources to develop and modify queries from the company operating system.This role requires exceptional written and verbal communication skills to distill complex solutions into compelling narratives that resonate with our executive leadership team and drive informed decision-making. In essence, the Business Operations Analyst uses data to tell the story of the customer experience at TruGreen.

Competencies:

Analytical Thinking – the ability to deconstruct complex problems and derive actionable insights from dataData Visualization – Creating clear and impactful data visualizations to communicate findings to stakeholderStorytelling – effectively presenting complex analysis in a concise and compelling mannerProblem Solving – the ability to solve problems and address customer pain pointsCritical Thinking – involves identifying patterns and extracting actionable insights and information from the data on handAttention to Detail – a deep understanding and keen eye for detail to ensure data cleaning, analysis, and reporting accuracy

Education and Experience Requirements:

Bachelor’s degree and 3-5 years of experience developing and analyzing reports, dashboards, and scorecards of key performance indicators required, or an equivalent combination of education and experienceVisual Basic for Applications (VBA) programming language and SQL expertise preferred

Knowledge, Skills, and Abilities:

Proven track record of telling data-driven stories and influencing at all levelsStrong verbal and written communication skillsStrategic critical thinking skillsExperience with Qualtrics XM and Qualtrics DiscoverExperience with customer insights research and customer journey analytics preferred Experience with text analytics and natural language processing and understanding with an emphasis on building and managing categorization and sentiment modelsKnowledge of business process development and data infrastructureKnowledge of change management techniques and implementation practicesAbility to exercise independent judgmentStrong project and change management skillsKnowledge of R, SQL, and/or Python required

Physical Demands & Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

Sit, stand, and walkUse hands and arms to handle, feel or reachSpeak and hearUse close vision abilities

Occasionally required to:

Lift or move up to 10lbs

Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Noise level:

Low to moderate
 

Adverse Conditions:

Minimal

Ability to speak, read and write fluently in English is required.

You MUST BE physically located in the United States while performing this job.

TruGreen is proud to affirm our commitment to hiring veterans. We recognize and appreciate the exceptional skills, dedication, and leadership that veterans bring to the workforce. By fostering an inclusive and diverse environment, we aim to leverage the unique experiences of veterans, creating a richer, more dynamic workplace.

Pay Ranges$54,983.00 - $91,638.00

This range is based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer benefits, including Medical/Dental/Vision insurance and Company-matching 401(k) in addition to other programs and perks.

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
 
We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities. To learn more, please visit EEOC/EEO | TruGreen (trugreenjobs.com).
 
California Residents: When you express interest in or apply for a job with TruGreen Limited Partnership, we collect personal information about you, potentially including personal identifiers, contact information, protected classifications, pre-hire information, professional or employment-related information, education history, and/or medical information, for the following business purposes: to comply with state and federal law and regulations requiring employers to maintain certain records; to evaluate your job application and candidacy for employment; and to obtain and verify background checks (including criminal and motor vehicle records), pre-employment drug testing, and references.
 
TruGreen performs pre-employment testing.
 
To view our disclaimer, https://trugreenjobs.com/us/en/disclaimer