Sr. Analyst, (Customer) Operations
- Full-time
Job Description
Who we Are
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.
At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
As a key member of the Customer Operations team, the Sr. Analyst, Operations will report to the Sr. Manager, Strategy & Operations and will be tasked with developing reporting and analytics to bring insights and optimizations to our contact center and operations, and customer experience organizations. They will use their strong data and analytical skills to establish reporting and information for key stakeholders to determine the strategy for Customer Operations.
The Sr. Analyst, Operations will be adept at performing independent analyses across multiple data platforms, including Looker, Salesforce, and Excel. Additionally, they will coordinate business review materials on a weekly, monthly, and quarterly basis, engaging with various stakeholder groups.
This role is based in Naperville, IL office. A regular in-office hybrid model (generally Tu - Th in office, M & F remote) is required, as our office environment is a key driver of our company culture and employee experience.Responsibilities include but are not limited to:
- Establish and manage key performance indicators (KPIs) to monitor and evaluate the effectiveness of business strategies.
- Own regular performance reports to senior management – in the form of weekly and monthly business reviews.
- Develop and implement new reporting tools and dashboards, while guiding process documentation and redesign efforts.
- Evaluate potential data risks and gaps - develop strategies to mitigate them; preparing reports to present to senior leadership.
- Work closely with various departments such as Call Center, Finance, Business Intelligence and Claims to ensure alignment with overall business strategies
- Track and manage action items across various data projects to ensure timely completion and alignment with organizational goals.
Experience and Qualifications of the Role
- Minimum of 4+ years as an analyst with a preference given to financial analysts and operations analysts.
- 3+ years of experience using data analysis tools (SQL, Tableau, Excel, etc.), data query reporting, in addition, intermediate to advanced skills in Microsoft Excel is required.
- Expertise with data visualization tools such as Looker, Tableau or Microsoft Power BI.
- Experience synthesizing data and analysis into insights and takeaways for business owners.
- Strong analytical and problem-solving skills with ability to think creatively.
- Ability to function independently and efficiently in carrying out assigned tasks of interpreting large amounts of data to accurately identify business needs, delivering recommendations for different audiences into digestible material.
- Highly organized, detail-oriented, and driven with a strong work ethic and demonstrated teamwork skills.
- Self-starter with the ability to multitask and work effectively in a dynamic environment with fluctuating workload and aggressive timelines while promptly delivering timely and accurate analysis.
Computer Skills Needed to Perform the Job
- Proficiency in Microsoft O365.
- Tableau or Looker experience.
Education
- Bachelor’s degree (or equivalent work experience) required.
Certificates, Licenses, Registrations
N/A
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $70,040 - $111,000 USD per year. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
- Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
- Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
- 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
- Generous Paid Time Off: Take the time you need to recharge and relax.
- Education Assistance Program: Invest in your growth and development with our support.
- FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
- Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
- Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Competencies
Intellectual horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile
Create a job alert for this search
Sr Analyst Customer Operations • Naperville, IL, US
3rd Shift Operations Manager
Operations Associate
Project Manager, Home Services - Remote
Senior Analyst or Manager, Retail Media Performance
Window Clerk/Customer Service - No Experience Required
Substation Operations Manager
Director, Operations
Restaurant Delivery - Flexible Schedule
Survey Taker: Earn up to $25 per survey (Remote)
Client Solutions Manager
AML Team Lead
Operations Lead - FT
Become a Surrogate – Give the Miracle of Life & Earn Up to $115,000 from Home!
Sr. Project Manager
Shift Lead
Analyst Operations - Equipment Leasing - Rosemont, IL
Sr Turbine Equip Specialist
