Operations Senior Analyst

We are seeking a highly analytical and process-driven Backoffice Operations Senior Analyst to join our Restaurant Quality team. In this pivotal role, you will be instrumental in defining, establishing, and overseeing key tasks for our marketplace success.

Requirements

• 3-5 years of experience in a Operations and agent management roles with a strong focus on program management, process definition, ideally involving external partners or BPOs
• Proven experience in defining KPIs, setting performance thresholds, and developing quality frameworks
• Strong people skills with a proven ability to give feedback, build action plans based on data and leverage team performance
• Proficiency in data analysis tools, especially advanced Excel/Google Sheets functions (e.g., VLOOKUP, pivot tables, conditional formatting)
• Experience with SQL or other query languages is a significant plus
• Meticulous attention to detail and an unwavering commitment to data accuracy and integrity
• Excellent communication, negotiation, and collaboration skills, with the ability to influence and manage relationships with external vendors and internal stakeholders
• Proactive mindset with a strong ability to identify problems, propose solutions, and drive initiatives forward
• Experience with ticketing systems, CRM platforms, and large datasets is a plus