Digital Operations Support Analyst – Cat Customer Support

Jobtailor; Colorado; On-site; USD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a leader to guide day-to-day support operations for a portfolio of digital platforms, including marketing, DAM, eCommerce, and customer-facing solutions. You will coordinate escalations across business and technical teams and monitor platform health with dashboards and KPIs to drive improvements.

You will champion continuous service improvement, analyze data to identify opportunities, and develop training materials and procedures to elevate support quality and speed.

Qualifications

• Experience supporting enterprise digital platforms across multiple domains.
• Strong business analysis, data analytics, and KPI reporting capabilities.
• Experience with Agile delivery methodologies and SDLC.
• Experience collaborating with diverse stakeholders and cross-functional teams.
• Proficiency with Microsoft 365 applications and executive-level reporting.

Responsibilities

• Lead day-to-day support operations for digital platforms including marketing and eCommerce products.
• Coordinate support escalations and communications across business and technical teams.
• Monitor platform health, dashboards, KPIs, and service metrics to identify risks and opportunities.
• Champion continuous service improvement and operational excellence.
• Analyze case data and performance indicators to identify improvement opportunities.
• Develop and maintain operational documentation, training materials, and procedures.
• Provide guidance to Tier 1 support teams to improve troubleshooting and first-contact resolution.
• Lead onboarding of new products into the support organization and define service readiness plans.

Skills

Business analysis

Data analytics

Continuous improvement

KPI reporting

Stakeholder collaboration

Executive communication

Education

Bachelor's degree in Information Technology or related field

Tools

Power BI

Tableau

Jira

Azure DevOps

Rally

Mingle

Job description

• Lead day-to-day support operations for a portfolio of Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms.
• Coordinate support escalations, customer complaints, and associated communications across business and technical teams.
• Monitor platform health, operational dashboards, KPIs, and service metrics to identify trends, risks, and opportunities for improvement.
• Champion operational excellence and continuous service improvement across supported platforms.
• Analyze case data, customer interactions, support metrics, dashboards, and performance indicators to identify improvement opportunities and shift-left initiatives.
• Advocate for a culture of continuous improvement, operational efficiency, and digital innovation within the support organization.
• Participate in analysis of customer-reported issues and operational challenges that may require updates to software, processes, procedures, or documentation.
• Coordinate investigation and resolution of complex technical and business issues across multiple teams.
• Support initiatives that improve customer experience, platform adoption, service quality, and operational effectiveness.
• Develop subject matter expertise across supported digital products, support tools, operational processes, and customer service workflows.
• Create and maintain operational documentation, knowledge articles, support procedures, and training materials.
• Provide guidance and operational direction to Tier 1 support teams to improve troubleshooting effectiveness and first-contact resolution.
• Lead the onboarding of new products, services, and initiatives into the Customer Support organization.
• Define support models, operational processes, escalation paths, training requirements, and service readiness plans for new capabilities.
• Ensure support teams are prepared to effectively support newly deployed platforms and capabilities.
• Collaborate with project teams to transition solutions from implementation to operational support.
• Develop and maintain operational dashboards, service-level reporting, and performance metrics.
• Track KPI attainment, ticket health, backlog management, and support performance trends.
• Present operational health reviews and performance updates to leadership and stakeholders.
• Ensure operational transparency through effective reporting and governance practices.

Requirements

• Experience supporting enterprise digital platforms, including AEM, DAM, eCommerce, Salesforce, Digital Marketing, and customer experience solutions.
• Strong business analysis, data analytics, and continuous improvement experience, including KPI reporting, Power BI/Tableau, customer trends, and business case development.
• Experience with Agile delivery methodologies, project management, SDLC, and tools such as Jira, Azure DevOps, Rally, or Mingle.
• Experience managing support workflows and collaborating with Tier 1 and Tier 2 support organizations to improve service quality and customer outcomes.
• Ability to collaborate effectively with business stakeholders, Dealers, customers, product teams, engineering, DevOps/SRE, and support organizations.
• Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams, along with experience creating executive presentations and operational reporting.
• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, or related field, or equivalent experience.

Core Competencies

Demonstrates expertise in managing digital marketing and customer-facing platforms, with a strong focus on operational excellence, continuous improvement, and data analytics. Proficient in developing support models and collaborating across teams to enhance service quality and customer experience.