Business Analyst – Customer Services (viagogo, Inc., New York, NY)
Full Time
New York, NY 10018
Posted
Job description
Create, store, and analyze customer service-related data. Implement database tables and SQL queries to create business metrics used to monitor and manage the customer service department. Build all the end user reporting for the customer service department that is used by operational managers across the globe. Act as the technical product manager for several core parts of the Customer Service technical infrastructure globally, including the call center phone system. Generate product enhancement ideas, partnering with software developers to define solutions that meet business needs, developing metrics to track performance, monitoring the impact of changes over time, and refining the technical solutions as needed. Perform analysis of the overall performance of customer service product features, including the post purchase confirmation page, the “My Account” section of the website and all its self-service functions, the website Help Centre, all automated emails sent to buyers and sellers, the phone system, the customer service policies, and all the internal software used as part of the customer service function of viagogo. Analyze performance of new feature changes that input into the decision to release them or not. Use strong communication skills (written and verbal) to provide specific and detailed information on customer service team performance for all other business groups, supporting the legal and regulatory team on regulatory compliance monitoring. Up to 10% domestic and international travel required.
Minimum Requirements
- Minimum Requirements: Bachelor’s degree or U.S. equivalent in Management, Engineering, Mathematics, Finance, Analytics, or related field plus 3 years of professional experience managing and releasing products, conducting AB testing on e-commerce websites, and performing analytics and reporting for Operations departments. In lieu of a Bachelor's degree plus 3 years of experience, the employer will accept a Master’s degree or U.S. equivalent in Management, Engineering, Mathematics, Finance, Analytics, or related field plus 1 year of professional experience managing and releasing products, conducting AB testing on e-commerce websites, and performing analytics and reporting for Operations departments. Must also have experience in the following: 1 year of professional experience utilizing SQL, KQL, and visualization tools including Microsoft PowerBI; 1 year of professional experience maintaining and monitoring regulatory compliance in multiple countries; and 1 year of professional experience using Microsoft Excel, Microsoft Word, Microsoft PowerPoint, and Microsoft Power BI.
Please apply online at: https://workatviagogo.com/.
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