Sr. Program Analyst- Ohio Onsite

Gap Inc.; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a dynamic individual to enhance customer satisfaction globally across multiple brands. This role involves supporting a multi-site and remote operation, focusing on process improvement and data analysis to drive operational efficiencies. The ideal candidate will leverage strong analytical and communication skills to influence cross-functional teams and contribute to a customer care strategy that prioritizes satisfaction and performance metrics. If you are a proactive problem solver with a passion for data-driven solutions, this opportunity is perfect for you.

Qualifications

• Strong diagnostic skills to translate business problems into data-driven solutions.
• Ability to build effective relationships with diverse business partners.

Responsibilities

• Lead process improvement through analysis and best practices.
• Integrate data from multiple sources to meet business needs.
• Facilitate change and make decisions with incomplete information.

Skills

Analytical Skills

Communication Skills

Problem-Solving

Interpersonal Skills

Data Analysis

Tools

MS Office Excel

PowerPoint

Power BI

Call Management Systems

Job description

About the Role

In this role, you will support a multi-site and remote operation with responsibility for ensuring customer satisfaction globally across multiple brands and markets. You will work collaboratively to contribute to the customer care strategy and navigate and influence through the organization to get things done; own it, do it, done. This involves research into technology solutions and business processes that will improve the customer experience and operational efficiencies, including development of opportunity assessments and analysis.

What You'll Do

1. Identify and lead process improvement through consistent analysis methods and standards, identify best practices, benchmarks, and areas for improvement to balance cost, service, and productivity.
2. Integrate data from multiple sources to produce requested or required data elements based on business requests and needs.
3. Initiate analyses with a growth mindset to solve problems, create alternatives, and provide recommendations to leadership based on quantitative and objective analysis.
4. Establish and maintain effective cross-functional relationships with business partners, including internal/external customers, through education and influence to improve performance metrics.
5. Demonstrate ability to facilitate change and directional shifts; with the ability to make decisions and act without having all information available.

Who You Are

Create with audacity through using your strong diagnostic skills in listening, probing, and analyzing to translate business problems into data-driven solutions.

Strong communication and interpersonal skills, including the ability to build constructive and effective relationships with a broad and diverse group of business partners.

Strong analytical skills, including the ability to review data/processes and independently determine/implement solutions while driving distribution practices.

Strong problem-solving and decision quality: Able to use rigorous logic and methods to solve problems with effective solutions, and an aptitude for critical thinking.

Strong computer skills, with an emphasis on contact center tools (MS Office Excel, PowerPoint, Power BI, Call Management Systems, etc.); Proven experience in reporting and analysis.