Senior Customer Operations Analyst

Our mission and where you fit in

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down.

There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

What your days might look like

As a Senior Customer Operations Analyst, you’ll join a team of analysts and provide dedicated service to the CX team. You will be a champion for our CX team by driving delivery of strategic projects and key company objectives.

As a Senior Customer Operations Analyst, you’ll -

Advanced Data Analysis and Insights

• Conduct in-depth analyses of CX data to uncover trends, insights, and areas for improvement.
• Develop comprehensive dashboards and advanced reporting tools to provide real-time insights to the CX team.

Project Leadership and Management

• Lead and manage large-scale CX projects from conception to completion, ensuring alignment with business goals.
• Oversee project planning, resource allocation, and risk management to deliver projects on time and within budget.
• Mentor junior analysts and provide guidance on project methodologies and best practices.

Strategic Planning and Execution

• Contribute to the development and execution of the company's overall CX strategy.
• Identify long-term opportunities for enhancing customer experience and operational efficiency.
• Lead strategic initiatives aimed at improving customer retention and satisfaction.

Process Optimization and Innovation

• Identify and implement innovative solutions to enhance operational efficiency and improve customer satisfaction.
• Develop and document new standard operating procedures (SOPs) for CX processes.

Strategic Collaboration

• Collaborate closely with Data & Engineering to ensure CX projects are integrated seamlessly across the organization.
• Act as a strategic advisor to senior management on CX improvements and operational strategies.
• Foster a collaborative environment to drive cross-functional initiatives.

What you will bring

• Bachelor's degree in Business Administration, Statistics, Economics, or a related field.
• 4-6+ years of experience in operations analysis, project management, or a related role, with a focus on customer experience.
• Proven track record of leading and managing complex projects.
• Strong analytical skills with proficiency in data analysis tools (e.g., SQL, Excel, Tableau).
• Excellent communication and presentation skills.
• Experience with process improvement methodologies
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving skills and attention to detail.

Experience is important, but for us the biggest measure of success is people who can live and breathe our EH Way of working. Show us what you can bring to the table, and we’ll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page [https://employmenthero.com/careers/>

In short, you’ll love working with us if -

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including -

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year).
• 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Generous leave allowance - 24 days per annum.
• Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content).
• Employee Share Option Program - be an owner of Employment Hero.
• Annual Global Gathering - so far we’ve been to Thailand, Vietnam and are excited to meet in Bali in September 2024.

Are we a match?

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: [https://employmenthero.com/legals/applicant-policy/>

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

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