Business Systems Analyst - Tools and Analytics Lead

Who We Are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

As the Tools and Analytics Lead, you will chart the course for driving operational excellence across a team that will be responsible for managing internal tools and the related processes, reporting & analysis, translating analysis into operational changes, and directly driving that change through tooling, process and automation efficiencies.

As the Lead, you will be responsible for managing the team that will develop our approach, access, and understanding tools and the related processes as well as analytics and support-powered insights; you will work closely with stakeholders from product and other functions to interpret the voice of the customer and the opportunities to fix a lot of the problems they have up-stream.

The right person for this role is experienced working with support tooling and managinganalytics with large data sets, is passionate about process design and enablement and the power of analytics to improve the customer experience, is structured and can manage high impact and cross-collaborative projects and people teams.

Responsibilities:

• Manage a team of operational functions including tools, analytics, automations, VOC insights and WFM
• Facilitate reporting, dashboards and other tools (forecasts, capacity planning) to keep a pulse on your region’s Support Operations
• Lead your team in being the “voice of the customer” through qualitative and quantitative support data and insights that will impact priorities and roadmaps
• Design and deploy internal tools solutions for the support and operations teams that sclae and drive more efficient, higher quality support experience
• Administer and oversee support tools, including configurations, day-to-day management, and ongoing enablement (including but not limited to Zendesk, Jira, Assembled, Sentisum, Ultimate)
• Partner with cross-functional teams to represent the needs of the CX teams, including intake, handoffs, and prioritization.
• Manage new project/ program launches and initiatives for tools and analytics, owning and facilitating the rollout of key programs from start to finish.

You Have:

• 3+ years of experience in customer operations with some of that time specifically in fields related to managing support tools and/or data analytics
• Strong knowledge of support tools and technologies (e.g., Zendesk, Salesforce Service Cloud, Jira Service Desk).
• Rockstar analytical capabilities: advanced experience extracting and manipulating raw data
• Advanced SQL, Python capabilities - automated reporting data analysis.
• Experience reporting & dash-boarding (googlesheets, datstudio etc).
• Experience in conducting deep-dive diagnostic analysis and translating analysis into actionable business recommendations.
• Effective Communicator: can easily organize and communicate complex insights w/ a data-driven approach, flawlessly influencing stakeholders and initiating calls-to-action across multiple teams
• Project and stakeholder management skills: Excellent track record of collaborating across multiple stakeholders in an org and leading multiple projects or programs from design to execution
• Ability to thrive in chaos: handle high-pressure situations, taking responsibility for actions, responds well to constructive feedback, ability to focus on task at hand
• Smart learner: product knowledge, technical expertise, asks good questions, able to multitask
• Ownership: passionate about the customer, advanced problem solving, pursues answers on his / her own
• Flexibility in the midst of the hustle: proven ability to continuously improve and design projects despite roadblocks that come their way; understanding how/when to pivot on projects depending on the needs of the business and/or customers
• Hours to be flexible (10pm - 5am to cover US night Shift)

Extra Requirements:

• Experience building (and presenting) insights, presentations, and dashboards used by a wide audience and working on different visualization tools (knows SQL and is familiar with tools like Tableau, Looker, Superset, etc.)

• Comfortable wearing different hats (ie. moonlighting as a project manager), using PM skills

• Experienced and excited by working with and influencing a wide variety of global stakeholders

What Else You Need To Know

This role is based in our Makati, Manila office location. We believe that people do their best work when they are together. As a company, we’re in the marketplace of ideas and innovation. When you’re constantly innovating, changing how an industry works, inventing new products and processes - and we are doing all these things - we believe we’re better as a team in-person. That’s why all of our teams (except for our field-based roles) are now working from one of our office locations 5 days a week. Looking forward to sharing more about a Career of Substance at Otter