Senior CX Operations Analyst - remote

Senior CX Operations Analyst (Remote)

Remote –Work from Home
Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there’s never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!
Job Summary
The Senior CX Operations Analyst will support Paycor’s Customer Experience teams by accurately measuring business performance, identifying improvement/efficiency opportunities, optimizing key business levers, and developing plans of action and tools that lead to maximized revenue and cost performance. The Analyst will be required to understand and interpret data sets and business performance at various levels of detail in order to generate objective, data-driven, and actionable short and long-term recommendations. Ultimately, this role is responsible for monitoring and identifying opportunities against key performance metrics. The successful candidate will have an operations focus and a tenacity for managing hurdles that get in the way of business outcomes.
The role is cross-functional and will require coordination with Customer Experience, Finance and IT resources. The Analyst will work on a variety of projects such as optimization of our operational workflow, predictive trends on key operational and segmentation metrics, labor and process workflow, and standing up and mining new sets of relevant operational data. The Analyst will also bring a quantitative and deep analytical tools skillset
Essential Duties and Responsibilities

• Collect, analyze, and evaluate data to track the impact of business levers and Paycor’s business performance with a focus on the implementation pipeline from the start of the project through billing and/or revenue retention post implementation.
• Drive decision making and strategy with data and analytical insight with the goal of maximizing revenue and cost performance.
• Extract data and gather feedback from stakeholders to allow for development of actionable tools and efficient and sustainable data models.
• Identify process improvement opportunities to ensure data integrity and drive time/cost efficiencies.
• Measure, report and analyze results across operational groups, products, channel, platform and other performance segments.
• Analyze customer data to understand behavior changes, and identify ways to increase customer retention and improve on-time delivery of Paycor services.
• Create easy to read, engaging reports that give CX and Finance management clear perspectives on the key metrics and their performance.
• Understand outside factors such as economic, marketing, sales, and pricing strategies that may drive a need to influence the operational capacity forecast.
• Perform ad-hoc analysis and projects as needed using advanced analytical tools.
• Assist with the development of centralized automated tools for cross functional departments to extract data, report and provide insights for daily business management pertaining to revenue, client profiles, product attributes, and operational efficiency
• Manage tools, dashboards, models, reports and statistics that support decision making and process improvement within the organization, including pipeline reporting, trend analysis, retention analysis, and operational optimization.
• Translate business concerns into clear requirements through use cases, process diagrams, business and/or functional requirements so they are understandable and usable by each stakeholder group.
• Support end users through change by troubleshooting, creating best practices, answering questions and concerns to achieve adoption of change.

  Requirements
  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree in Finance, Accounting, Economics, Mathematics, Engineering, MIS or equivalent
  • 5+ years’experience in related operations, analytical, systems and/or accounting role
  • Exceptional analytical and quantitative skills with the ability to interpret data into actionable recommendations
  • Strong Excel skills including experience analyzing large quantities of data, effectively validating data sets, creating complex formulas, pivots and developing models
  • Able to work quickly, experiment and amend approach based on data and results
  • Tenacious personality with the ability to challenge others and lead without authority
  • Excellent written and verbal communication skills
  • Ability to meet aggressive deadlines
  • Experience with data visualization tools such as Tableau, Qlik preferred
  • Experience with analytics and predictive tools, such as rStudio, SAS, IBM Watson, leveraging SQL preferred
  • SalesForce.com experience a plus

    Paycor Total Rewards

    Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family. For a complete view of our total rewards program, please visit www.mypaycorbenefits.com.

    Highlights include:

    • A flexible virtual-first work philosophy
    • An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor’s growth
    • 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay
    • Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)
    • Three medical plan options –including a $0 cost option and travel &lodging support to ensure access to medical care
    • Paid leave for birth parents, non-birth parents, elder caregivers, and military support
    • Sabbatical opportunities for tenured Associates
    • Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount
    • Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges

      We also offer competitive compensation determined by each individual’s relevant experience, skills, and education. We anticipate the base pay for this position to be between $74,380-126,984. In addition to base pay, Paycor Associates are eligible for either a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you’ll still apply as there may be other positions that better align.

      If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.