You will manage ongoing and time-sensitive Product Operations support for product functions in our ECS Direct-to-Consumer (D2C) portfolio. You will help strengthen product feedback loops between customers, Product, and Technology to improve our products and deliver more value to customers faster.
You will help partner with multiple internal and external teams to ensure successful handling and resolution of escalated customer issues. You will use data to track customer feedback trends and themes. You will help identify opportunities for process improvements, and help communicate those improvements.
Responsibilities:
• Collaborate with internal and external partners to track, guide, and resolve customer escalations in a systematic fashion.
• Help manage daily operations of customer escalations tied to different products.
• Perform research and investigation of customer escalations to determine cause and next-step recommendations.
Data analysis:
· Develop subject matter expertise around appropriate product features in the ECS product portfolio, along with supporting systems and technologies.
· Help manage operational and product analytics around customer issue escalations.
· Identify opportunities for process improvements, and help define those improvements.
· Help set and administer product and operational standards and processes for the ongoing operation of products, customer escalations, and feedback.
• Bachelor’s degree with 1+ years of experience in product operations, operations strategy, product analytics, business analyst, or similar systems analytical roles that worked with Product and Technology teams.
• Adept in SQL, Excel (can perform complex functions) , and data tables (AWS Redshift, Python, DynamoDB experience).
• Solid knowledge in Agile software tools (e.g. Jira) and methodologies.
• Technical experience, curiosity, and familiarity with new technologies, APIs, and databases.
• Experience building trusted partnerships with Product, Operations, and Technology teams.
• Ability to manage multiple complex workstreams in a regulated environment is critical.
Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
