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Senior Business Process & Analytics Analyst
Operations | Analytics | Continuous Improvement
Why This Role
This role is ideal for an experienced analytics or operations professional who wants to own real operational outcomes, influence how work gets done across the organization, and play a visible role in scaling and modernizing core business processes. You won’t just analyze performance-you’ll change it. This position is designed for someone who is frustrated by insight‑only roles and wants their work to show up in daily execution, not just dashboards.
Role Overview
We are seeking a Senior Business Process & Analytics Analyst to drive operational excellence across order fulfillment and customer service functions. Operating at the intersection of Operations, Analytics, Finance, and Systems, this role focuses on turning data, workflows, and technology into measurable improvements in efficiency, reliability, and customer experience.
The ideal candidate is equally comfortable mapping real‑world workflows, querying system data, building dashboards, and translating insights into sustainable operational change. This is a hands‑on role with direct exposure to frontline teams and leadership, focused on simplifying work, improving performance against KPIs and SLAs, and enabling scalable growth.
Key Responsibilities
Operational Process Improvement
- Partner directly with order fulfillment and customer service leaders to understand daily workflows, performance metrics, and service expectations.
- Conduct end‑to‑end process reviews across order‑to‑cash, fulfillment, and customer support activities.
- Identify root causes behind performance gaps, rework, bottlenecks, and service variability.
- Design and implement practical process improvements using Lean and continuous improvement principles.
- Ensure changes are clearly documented, easy to adopt, and sustainable for frontline teams.
Process Optimization & Automation
- Identify opportunities to reduce manual effort and streamline repetitive or error‑prone tasks.
- Collaborate with IT and system owners to deliver improvements through system enhancements, workflow automation, and reporting solutions.
- Build business cases and ROI assessments to prioritize automation and optimization initiatives.
- Support implementation and adoption of new processes and tools, ensuring alignment with operational realities.
Analytics, Reporting & Insights
- Extract and analyze data from ERP, CRM, and related operational systems to support performance management.
- Build and maintain dashboards focused on KPIs, SLAs, workload, cycle time, and customer impact.
- Develop analytical models to support capacity planning, forecasting, and continuous improvement efforts.
- Translate complex data into clear, actionable insights for leaders and process owners.
- Provide recurring performance reviews and ad‑hoc analysis to support day‑to‑day decision‑making.
Cross‑Functional Partnership & Authority
- Act as a trusted advisor by connecting analytics to how work actually gets done.
- Facilitate alignment across Operations, Finance, IT, and Analytics teams.
- Serve as a bridge between business needs and system solutions.
- This role is empowered to drive change-not just recommend it-with direct access to operational leadership and system owners.
- Champion initiatives that improve both employee experience and customer outcomes.
Qualifications
- Bachelor’s degree in Business, Supply Chain, Finance, Information Systems, Industrial Engineering, or a related field.
- 5+ years of experience in business analytics, operations analysis, process improvement, or similar roles.
- Proven experience supporting operational teams with defined KPIs and SLAs.
- Advanced Excel skills; experience with Power BI or similar BI tools required.
- Hands‑on experience querying and analyzing data from ERP and operational systems (SAP experience a plus, not required).
- Demonstrated success leading process improvement and automation initiatives.
- Strong communication skills with the ability to translate data into operational insight.
- Lean / continuous improvement background or certification preferred.
What Success Looks Like
- Clear alignment between daily work, KPIs, and service expectations
- Reduced manual effort and rework through optimized and automated processes
- Dashboards and reporting that leaders actively use to manage performance
- Measurable improvements in productivity, cycle time, and service reliability
- Better experience for both frontline employees and customers
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