Manager/Analyst E-Commerce, Operations (f/m) Job in Wien
Ensure profitability by generating revenues through cost controls associated with production and service standards by serving the customer base and partner/agent network. Responsible for ensuring service quality and support objectives consistent with strategic goals and standards of the Emerging Channels and Products. Enhance service quality, ensure compliance with operating standards, and provide analysis to optimize service delivery and business growth.
Manages, leads, coordinates, and participates in operational analysis, including research, documentation, design/development, problem resolution, training, status reporting, implementation, and general root cause analysis. Creates and analyzes complex data for reporting and potential solutions driving "fact based decisions". May train and mentor analysts.
Acts as an analytics expert with an in-depth understanding and awareness of leading edge industry technology, channels, products and how WU can utilize these in growing/improving the eChannels.
Your responsibilities:
- Manage, execute daily activities with TeaLeaf , Omniture, etc. as our key tools
- Manage daily operation of analytical applications/tools
- Monitor our metrics and Key Performance Indicators (KPIs)
- Support Ad-Hoc requests from Operations team and external stakeholders
- Define new KPIs as necessary
- Develop and maintain dashboards and events ("Health of the Operations")
- Develop alerts using analytical tools to notify team of website issues
- Review of customer feedback integration data to assist in improving customer experience
- Produce and maintain Impact Analysis for all issues (collaborate with Finance on PL impacts)
- Communicate findings as necessary to key stakeholders
- Gather requirements for future analysis and proactive measures
- SME for additional analytical tool rollouts and interaction with internal groups to gain most benefits from tools/applications
Requirements:
- 5-7 years of progressive experience or equivalent
- Exceptional problem solving and analytical skills, experience
- Solid experience with TeaLeaf, Omniture, Site Catalyst or other analytical tools/applications
- Mobile and or web experience
- Persistent and results focused - must be able to deliver results in an environment which requires a high tolerance for ambiguity
- Strong interest and experience in leading edge technology, products and methodology including being at the forefront of what is happening in the industry
- Extensive business process skills - both in development and improvement
- Extensive multi-tasking and prioritization skills - needs to excel in fast paced environments with frequently changing priorities
- Project management skills
- Exceptional communication skills
- Strong relationship management
- Business development experience a plus
- Banking, card or financial services experience a plus
- Ability to design effective reporting for multiple business purposes/audiences
We offer a market-conform yearly gross salary from 57 000EUR upwards, depending on your skills and experience. Beyond that we offer a modern workplace, an excellent performance package, and the long-term perspectives and development opportunities of a global market-leader.