Job Description / Skills Required
Groupon is seeking a Senior Business Operations Analyst responsible for running advanced queries in order to perform financial and operations analyses, as well as building reports and performing other ad hoc analyses for global customer service operations team. They will work on and lead cross-functional projects with multiple departments in order improve existing processes and policies.
Must be a self-starter able to self-direct in an unstructured environment
Demonstrated ability to translate loosely defined business questions into clearly defined technical and data specifications
Excellent business partnering, influencing and communication skills
Thrives working on multiple projects and cross-functional teams
Ability to present complicated data and models simply and beautifully
Provide rigorous analysis to forecast changes in outputs (refunds, cost, productivity, etc.) based on changes in processes, policies, etc.
You will be responsible for creating standard reports & models, conducting ad-hoc analyses and monitoring CS Ops KPIs for Global Operations
Design, implement and roll out global frameworks for Workforce Management, CS KPI reporting, and support weekly / monthly / quarterly business reports
Help create consistency and uniformity around how we manage and measure the Key CS KPIs across the globe and provide planning and forecasting support to Customer Operations team
Responsible for understanding each line of business’ strengths, weaknesses, and how CS Ops can work together in order to improve the overall customer experience
3-5 years preferred experience in e-commerce or consultancy
MS, MBA, CPA or advanced preferred.
Bachelor's degree in Computer Science, Statistics, Mathematics, Business, Finance, Accounting or related field
Problem solving and critical thinking skills a must, including the ability to learn new skills and technologies in order to perform advanced analyses
Strong analytical skills
Knowledge of data warehousing, data management practices, and business intelligence
Advanced experience writing SQL, especially on messy data
Experience creating and using data visualization tools like Microstrategy or Tableau
Experience with statistical software packages (R, SAS, SPSS)
Experience with Teradata and Hadoop
Experience with Python or other programming languages
Experience with advanced Excel functionality
Understanding of key financial and operations metrics and hands on experience with data
Strong financial systems and business application skills including relational databases, Excel, and experience with SQL queries, VBA script
Data visualization preferred
Database design and management experience preferred
Experience drawing insights from unstructured data and understand opportunities for improvement with little to no direction
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.