What you’ll be doing...

Visible Operations has identified a need for an individual who can drive all data and analytics needs for the care team. This person will play a key role in improving the Care experience for our members by identifying contact trends, tracking KPIs, quantifying interactions, conducting analytic deep dives using SQL, R, Tableau, and advanced Excel skills, among fulfilling additional ad hoc business requests. The person in this role will also develop dashboards leveraging Salesforce, Sprinklr, order and account data and reporting to drive operational efficiency, identify areas of opportunity for our BPO partner, and share performance across the business. He/she will need to derive actionable insights from data, and partner with the triage team, Visible Application support, product and engineering to drive improvements across the care/member experience. Experience with SQL, Salesforce, Excel, Tableau, Sprinklr or other dashboard creation and reporting tools is a necessity.

The employee in this role will have a significant impact on care business operations and the overall Visible member experience across care, product, engineering, and marketing. He/she will regularly present across the business, and data will be consumed across Sr. Management and the Executive Leadership Team to drive decision making.

Your Role at Visible (a.k.a. responsibilities)

Prioritize, scope, and conduct all Care Ops data, reporting, and analytic projects using SQL, R, and Excel to identify opportunities to elevate customer experience and operational efficiency, which may include:

  • Sentiment analysis

  • Text analysis

  • VOC analysis

  • KPI analysis

  • Correlation analysis

  • Contact driver analysis

  • Journey mapping

What we’re looking for...

What You Bring to Visible (a.k.a. qualifications)

  • 3-7 years of analytics and reporting experience, especially around customer care and success

  • Knowledge of basic KPIs and data needed for customer service teams

  • Expertise with SQL

  • Knowledge of Salesforce and Tableau

  • Experience with Python, R, or general data engineering is a big plus

  • Ability to influence and communicate cross-functionally, as well as to senior stakeholders

  • Comfortable with fast-paced environments and rapidly changing priorities

  • Strong problem solving and communication skills

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.