BOAST Community Insights & Hotline Analyst

Mecklenburg County; North Carolina; On-site; USD 63,000 - 95,000; Full time

Job summary

Mecklenburg County is seeking a Community Management Analyst to support small businesses affected by transportation development. The role serves as the analytics and operational backbone of the BOAST initiative, transforming complex data into insights, managing case workflows, and ensuring timely communication across programs.

The Analyst will collect data from site visits, hotline interactions, surveys, and CRM systems, develop dashboards and performance metrics, and ensure confidentiality and

Qualifications

• Minimum of two years experience in a related field.
• Bachelor’s degree in business administration, Public Administration, Data Analytics or a related field.
• Experience with Salesforce and CRM platforms preferred.

Responsibilities

• Collect, organize, interpret, and report data from business site visits, hotline services, surveys, ticketing system, and BOAST activities.
• Develop and implement business hotline and ticketing systems by contributing to intake workflows, case routing, data capture standards, and user experience.
• Interpret data trends to identify emerging issues, business needs, and construction-related impacts.
• Serve as the primary administrator of multiple CRM platforms, managing case records, data integrity, workflow automation, and user permissions.
• Develop and implement regular reports and dashboards in Salesforce to monitor case volume, response times, resolution rates, and trends across project areas.

Job description

Mecklenburg County is seeking a Community Management Analyst to support small businesses affected by transportation development. The role serves as the analytics and operational backbone of the BOAST initiative, transforming complex data into insights, managing case workflows, and ensuring timely communication across programs.

The Analyst will collect data from site visits, hotline interactions, surveys, and CRM systems, develop dashboards and performance metrics, and ensure confidentiality and