Operations Analyst - Morrisville, United States - 2019

Description

Are you looking for a high energy, strategic, and fast-paced position as a Operations Analyst? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office
• Active Employee Resource Groups open to all employees
• Comprehensive onboarding program – a great introduction to our company, customers and culture
• Growth and career advancement opportunities
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Operations Analyst manages Client Care's technical tools to maximize efforts with AI, automation, and self-service. They will focus on the execution of our ongoing Digital Engagement strategy through the creation of complex digital customer journeys. This position requires strong attention to detail, time management skills, project management skills, and the ability to analyze data and adjust actions or workflows in response. This role will work in conjunction with the rest of Client Care Operations, namely the Client Communication Specialist and other Operations Specialist, Senior Analysts and other team members to review reports and determine where automation and technology is needed or to deploy operational client communications. Likewise, the Operations Analyst will help their peers with tactical projects and provide feedback on digital campaigns to help others learn in their role. This role will also be responsible for collaborating with key partners, such as Client Success, to create value and habits-based digital campaigns to drive scale or create new self-service channels. The Operations Analyst will remain focused on the Relias client experience across its platform portfolio to help drive self-service resources and reduce client friction within our applications and across our self-help channels. It will also support other Client Care partners (Client Success, Professional Services, Support) to effectively leverage technology and optimize their internal processes.​

WHAT YOU'LL BE DOING:

• Manage operational tools (Pendo, WalkMe, SFDC, SearchUnify, Relias Connect, etc.) to strategize, build, manage, and maintain complex digital customer journeys and automated outreaches.
• Collaborate with internal teams to identify pain points in the client experience and run and analyze reports to determine where automation or digital intervention is needed, and the impact existing automation has had on metrics.
• Collaborate with management on research and identification of potential new tools, efficacy of current tools, and involvement in kickoff/implementation of new tools

YOU'VE GOT WHAT IT TAKES IF YOU HAVE/ARE:

• Strong attention to detail
• Time management skills
• Project management skills
• Ability to collaborate with various teams to collect and review needed information
• Basic knowledge of platforms to understand layout and flow
• Strong written and verbal communication
• Ability to run and analyze reports within respective digital tools
• Ability to predict down-stream impact of digital interventions
• Creative approach to complex problems
• 1-3 years of experience in a Operations or Client Success environment
  • OR 1-3 years of experience as an Operations Specialist or equivalent relevant job role
• Bachelor's degree in business, communication, hospitality, or equivalent relevant educational or work experience required

IT WOULD BE IDEAL IF YOU HAVE:

• Previous SaaS experience
• Previous experience with SFDC
• Previous experience with Gainsight, Pendo, or other digital adoption tools preferred
• Experience managing multiple projects simultaneously
• Experience learning new digital adoption tools
• Experience implementing new digital adoption tools
• Experience creating complex digital customer journeys

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30 days/quarter.

Company: Relias LLC

Country: United States of America

State/Region: North Carolina

City: Morrisville

Postal Code: 27560

Job ID: 270369