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Position Description

Business Analyst, Coaching and Training (New Services)
Job Code 2963
Primary Location USA - Fremont, CA
Possible Hiring Locations US-Fremont
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General Purpose:

The New Ventures - Business Analyst will be responsible to drive process analysis and design around coaching and training offerings.

Position Summary, Responsibilities and Expectations:

  • Identify and address any process design gaps surrounding coaching and training services
  • Analyze processes and draw insights to communicate clearly to Product Management Director and VP:
    • Higher quality delivery
    • Higher utilization
    • Higher realization
  • Create dashboards for tracking key metrics (e.g. in Power BI)
  • Collaborate and build relationships with marketing (Social and Technical), UX, and with BUs, Finance, Support, and IT
  • Report to VP, Training and Coaching Services

Essential Skills and Experience:

  • Bachelor’s degree required
  • 2-3 years of experience working with process design within call center and services / support delivery businesses
    • Higher quality delivery
    • Higher utilization
    • Higher realization
    • Experience with a range of analytical tools and data visualization tools (PowerBI or Tableau preferred)
  • Proficiency in use of Microsoft Office (e.g., Excel, PowerPoint, and Outlook)
  • Effective communication and presentation skills to persuasively convey ideas and findings 
  • General Skills:
    • Ability to identify, prioritize critical vs important impact initiatives:
    • Strong analytical deduction and diagnostic ability to find and solve problems
    • Team player with strong interpersonal skills. Ability to build relationships of trust and manage professionals in both direct and indirect reporting capacities.
    • Detail orientation required.
    • Ability to quickly identify issues and develop a recommended plan of action to address.
    • Self-starter with the ability to streamline executive decision making and effectively manage concurrent projects and teams.
    • Strong communication skills:
      • Deliver content feedback and articulate implementable strategies to make coaching and training content and services better
      • Presentation and interpersonal skills with the ability to communicate complex concepts clearly and persuasively across audiences at varying levels of the organization
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