MexicoCX Operations Analyst
1 мес. назад
MexicoLATAMSenior
tableausalesforce
Responsible for developing and maintaining operational dashboards and reporting solutions to analyze contact center performance and customer behavior at .
Обязанности
- You are naturally curious and enjoy digging beneath the surface to understand why things happen.
- You balance technical expertise with business understanding.
- You can build trusted reporting while also uncovering meaningful insights.
- You are comfortable moving between operational details and strategic questions.
- You are excited by the opportunity to grow from dashboard development into advanced customer analytics.
Требования
- Bachelor's degree in Analytics, Statistics, Business, Economics, Information Systems, Data Science, or a related field, or equivalent practical experience.
- 5+years of experience in analytics, business intelligence, operations analysis, customer experience, or related roles.
- Experience building dashboards and reports in Tableau.
- Experience working with Salesforce reporting and dashboards.
- Strong SQL skills and experience working with relational datasets.
- Ability to communicate insights clearly to both technical and non-technical audiences.
- Strong problem-solving skills and attention to detail.
- Comfortable working in a fast-paced, evolving environment.
Будет плюсом
- Experience supporting customer service, contact center, or customer experience organizations.
- Experience with customer support platforms such as Salesforce Service Cloud, Zendesk, or similar systems.
- Familiarity with data warehousing concepts and modern analytics ecosystems.
- Experience performing statistical analysis, experimentation, forecasting, or customer behavior analysis.
- Knowledge of Python, R, or other analytical programming languages.
- Experience working with large-scale customer datasets.
Другое
- Founded by fans, delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.
- Join our team, and help us shape the future of anime!
- The CX Operations Analyst will play a key role in building the foundation of Customer Experience analytics at . This position will be responsible for developing, maintaining, and enhancing operational dashboards and reporting solutions that provide visibility into contact center performance, customer health, and emerging trends.
- Initially, the role will focus heavily on Tableau and Salesforce reporting, supporting stakeholders across Customer Experience, Operations, Product, and Business teams. Over time, this position will evolve into a broader CX Analytics role with opportunities to perform advanced analysis, identify drivers of customer behavior, uncover root causes of customer friction, and influence strategic business decisions.
- This is an ideal opportunity for someone who enjoys solving business problems with data and wants to grow from reporting and visualization into advanced analytics and customer insights.
- Design, develop, and maintain Tableau dashboards that provide real-time and historical visibility into contact center operations and customer experience performance.
- Build and support Salesforce dashboards and reports used by CX leadership and operational teams.
- Create scalable reporting solutions that deliver consistent, trusted metrics across the organization.
- Monitor dashboard performance, data quality, and reporting reliability.
- Analyze customer support performance metrics including contact volume, service levels, response times, customer satisfaction, resolution rates, and agent productivity.
- Identify trends, anomalies, and operational opportunities that improve customer outcomes and efficiency.
- Partner with CX leaders to define KPIs and establish measurement frameworks.
- Translate complex data into clear business recommendations and executive-ready visualizations.
- Work closely with Customer Experience, Product, Engineering, Data, and Business Intelligence teams to improve access to customer data and insights.
- Gather stakeholder requirements and translate business questions into analytical solutions.
- Support recurring business reviews with reporting, insights, and recommendations.
- Develop deeper analytical capabilities around customer behavior, retention, support effectiveness, and customer journey optimization.
- Perform root cause analysis to identify drivers of customer issues and support demand.
- Contribute to predictive and prescriptive analytics initiatives as the CX Analytics function evolves.
- Help build a culture of data-driven decision making across Customer Experience.
- In addition to getting to work with fun, passionate, and inspired colleagues, you will also enjoy great benefits and perks
- We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value
- Courage. We believe that when we overcome fear, we enable our best selves.
- Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.
- Kaizen. We have a growth mindset committed to constant forward progress.
- Service. We serve our community with humility, enabling joy and belonging for others.
- Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.
- We are an equal opportunity employer and value diversity at . Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- , LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.
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