Sr. CX Operations Analyst
Westwood, MA, US, 02090 Broomfield, CO, US, 80021
Overview
Crocs is seeking a Senior CX Operations Analyst to support and advance our rapidly growing global ecommerce business and customer experience strategy. We are eager to welcome someone deeply passionate about the customer journey, highly motivated, intellectually curious, and skilled in process analysis.
If you want to join an outstanding team and support an iconic brand, read on!
What You'll Do
- Analyze text and voice data to identify actionable opportunities to fix consumer experience issues, identify root causes and propose solutions to elevate service capabilities and reduce costs.
- Develop executive reporting and analyze post-purchase consumer interactions, with a focus on the role of customer service in the digital journey.
- Work regularly with cross functional partners to deliver insight and tailored reporting to help capitalize on found opportunities.
- Work with CX Operations partners to contribute to a broad view of the voice of the consumer. Contribute to regular VOC reports that are shared with digital product development, commercial teams, and senior leadership.
- Standardize KPI definitions, reporting practices, and calculation methods across the business, ensuring consistent, accurate, and reliable data that partners can rely on for critical decisions.
- Stay up to date with digital experience trends and standard processes in reporting and analytics.
- Help identify and implement new systems and tools to elevate the consumer experience and the Customer Service team’s ability to identify and service customer needs.
What You'll Bring to the Table
- 5+ years experience in digital commerce, digital reporting or similar role.
- Experience working with large datasets and analyzing complex data.
- You have a highly developed appreciation for detail and accuracy.
- Hands on work with data visualization tools such as Tableau or Power BI.
- Superb communication and presentation skills.
- Ability to work independently and handle multiple projects simultaneously.
- General knowledge of business operations, objectives, strategies, process and information flow.
- Ability to thrive in a fast paced, global environment.
#LI-JS1
The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other classification protected by law.
Title: Sr. CX Operations Analyst 
Salary or Pay Range: $70,000 - $80,000
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities.
At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.
This position is eligible to participate in a company incentive program.
This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.
The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.
Job Category: Corporate
Nearest Major Market: Boston
