Job Operations Analyst, Melbourne

Job Description

Are you passionate about turning data into actionable insights that enhance customer satisfaction and drive business performance? Join our dynamic team as an Operations Analyst (Consumer) and play a pivotal role in shaping the customer experience and supporting our sales teams with strategic, data-backed solutions.

Key Responsibilities:

Customer Satisfaction

• Partner with Sales to align operational strategies with customer satisfaction goals.
• Analyse customer feedback and site visit insights to identify pain points and improvement opportunities.
• Monitor and report on Customer Satisfaction Index (CSI) performance, driving initiatives to exceed stretch targets.
• Collaborate with System Administrators to enhance Salesforce SPANCOP processes.

Line of Business (LOB) Advocacy

• Develop deep knowledge of customer segments and behaviours to become a trusted advisor.
• Understand the full Offer to Cash workflow and contribute as a subject matter expert.
• Support sales productivity by streamlining administrative tasks and automating processes.
• Lead initiatives that resolve recurring issues and improve customer and sales team experiences.

Project Management

• Drive customer-impacting strategies using Agile methodology.
• Lead stand-ups, retrospectives, and backlog grooming sessions to ensure project momentum.
• Maintain accurate documentation and communicate changes swiftly to mitigate risks.

Reporting & Collaboration

• Deliver regular dashboard updates and flag potential roadblocks early.
• Share success stories and improvements across the business via approved channels.
• Actively participate in team meetings and Agile ceremonies.
• Support the Sales Onboarding & Training Program and promote the Customer Solutions Team brand.