Sr Analyst, Customer Operations

As a Senior Analyst on the Customer Operations Team, you will be a key resource in developing business intelligence and reporting needs for the leadership team supporting our customer-facing operations. Customer Operations handles upwards of 3 Million customer interactions a year and we take pride in operating as efficiently as possible, while effectively providing first class customer support as Avant continues to scale. We are looking for someone with strong technical, analytical, and organizational capabilities who is comfortable exploring data using SQL, Python and Databricks. The ideal candidate will also be comfortable taking a problem, investigating and suggesting data driven solutions.

Reporting directly to the Manager of Customer Operations, you will be responsible for modeling and managing data sets that Customer Operations uses to maintain sound decision making. You will work with the Customer Operations organization and cross-functional stakeholders on Avant’s Data Team to design and document dashboards, productivity and efficiency insights, exception alerts and reports. You will be called upon to solve operational problem statements leveraging analytical tools.  

A successful Operations Analytics Sr. Analyst will develop a thorough understanding of our numerous data sources and work with senior business stakeholders to publish trusted, governed data sets that can be utilized to drive operations productivity, efficiency and performance.

What you’ll do at Avant:

• Collaborating with our Data Services and Business Intelligence teams to ensure that the Customer Operations function has the information necessary to make data-driven performance and productivity decisions.

• Overseeing the data governance and change management process for operations key metrics utilized in intraday, daily, weekly, and monthly Customer Operations performance oversight and governance. Examples: call center SLAs, agent productivity and quality measurements, and core efficiency reporting.

• Build and maintain reporting for Customer Operation functions that provide insight into queue management, staffing, productivity, planning, risk reduction, and opportunities for execution related efficiency gains. Examples: creating net new reporting from new data sources, assisting in migrating and expanding Databricks reporting, and building automated checks to alert for agent performance issues.

• Coordinate with department leaders and business stakeholders to better understand objectives to ensure that operational analytical processes align with product and business goals. Example: queue management and productivity reporting for back office functions that own a wide range of tasks with highly decentralized data sources, many with regulatory risk exposure.

• Develop and communicate trend reporting and data analysis of workload and agent performance

• Take on additional assignments to help drive efficiency and improved performance across Customer Operations technology. This would include projects related to customer communications (Phone, Email, SMS) and development of Virtual/AI communication channels.

Why you’re at fit at Avant:

• Bachelor’s degree in a field such as computer science, electrical engineering or equivalent work

• 1+ years’ experience in data management or analysis

• 1+ years’ experience with SQL

• Data-oriented with a focus on core KPIs and reporting; proven capability of executing various data-driven projects.

• Excellent analytical, problem-solving, and project management skills.

• Experience working with large data sets

• Experience working with a Business Intelligence tool, Databricks preferred.

• Excellent written and oral communication skills

• Must be a self-starter and able to work independently as well as in a team environment

• Detail oriented with strong organizational skills

• Experience working with Python

This role is based on our downtown Chicago Office, located in the Merchandise Mart. We highly value collaboration and our hybrid schedule (M, T, Th in-office) enables flexibility to balance work and individual priorities.

Compensation Range:

The base salary range for this job is USD $55,000 - USD $75,000/ Year

Employees new to Avant typically come in below the midpoint of the pay range. The compensation range is based on the level outlined in the job posting, and compensation decisions are dependent on each applicant's experience, skills and abilities. 

[If an outstanding applicant's experience and skill level is above or below the qualifications outlined in the job posting, we reserve the right to make an offer at a different level than the one listed in this job posting, which may have a different compensation range.]

This role is eligible for additional incentives, including an annual bonus. These rewards are allocated based on level, impact and performance in the role.

Our benefits include:

• Choice of great Medical, Dental, and Vision Insurance Plan options

• 401(k) match

• Flexible Time Off

• Flexible Work Environment - (i.e. Mon/Tues/Thurs in-person)

• Generous Paid Parental Leave, Adoption Assistance and Post-parental leave ramp-up program 

• Lunch Allowance (Fooda) and In-office Snacks

• Summer Fridays 

• Fun In-Office and Virtual Social Events

• And who doesn’t love the swag

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We believe that a diverse set of backgrounds and experiences helps us create the most innovative solutions for our customers. We invite you to apply to our positions even if you do not meet 100% of the qualifications listed in the description. If you’re passionate about our mission and aligned to our values, we hope you’ll come contribute to our awesome culture.

Why Avant is the place for you:

At Avant, we believe our values make a difference:

Authenticity. We show up to work as our whole selves and make sure others can too.

Collaboration. We can only succeed when we do so as a team.

Problem-Solving. The harder the problem, the more satisfying the solution.

Customer. We are all owners of the customer experience.

Initiative. Plan. Adapt. Get Sh!t Done.

We believe that great ideas come from anyone and anywhere, that everyone is an owner who drives change, and that we have more fun when we work together. We're problem solvers who love collaborating with intelligent and highly-motivated people to reshape the face of digital banking. Avant offers terrific perks and benefits, fun social events with employees who actually like hanging out together, and a flexible growth environment where trying your hand at new projects and being the active owner of your career path is encouraged and supported.

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