Operational Optimization Coordinator

Job Description

Job Description

Company Description

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance.

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups.

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace.

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, and Austin. We offer a hybrid work environment with a balance of collaboration and flexibility.

Job Description

As a Coordinator, Operational Optimization you will help improve operational processes and enhance efficiency across the operation. This role will involve reviewing existing workflows, supporting process improvement initiatives, and serving as the subject matter expert for our contact center systems. Additionally, you will gather valuable insights from internal teams, supporting our Voice of the Customer (VoC) efforts. If you thrive on solving challenges, streamlining operations, and collaborating with diverse teams, this position offers a chance to make a significant impact.

Duties and Responsibilities

• Identify recurring issues, inefficiencies, and emerging trends within operations by proactively investigating workflows, bottlenecks, and gaps.
• Recommend actionable, strategic solutions that align with business goals, enhance performance, and improve service delivery.
• Collaborate with the Operational Training Team to document and share updates to processes with relevant stakeholders.
• Process Individual Rights Requests (IRR) promptly, ensuring all responses comply with company policies and legal requirements.
• Conduct interviews with internal stakeholders and frontline team members to gather valuable feedback for Operational challenges and our Voice of the Customer (VoC) initiatives.
• Review and validate reported technical issues through the contact center, ensuring appropriate resolution by the designated teams.
• Serve as the Subject Matter Expert (SME) for assigned projects and initiatives, offering insights and support to achieve successful outcomes.
• Perform other duties as assigned.

#LI-Hybrid

Qualifications

Additional Information

EBG offers outstanding employee benefits including :

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.