Operations Strategy Analyst

Operations Strategy Analyst

Overview

The Operations Strategy Analyst plays a critical role in driving the effectiveness of our operational key metrics delivery, revenue assurance and credit and collections operational strategy effectiveness. This position partners closely with senior leadership including working under the direct leadership of our Senior Director of Operations and partners closely with the division Sr. Vice President to evaluate strategic options, monitor key performance metrics, and identify opportunities for performance improvement. The analyst provides actionable insights, supports operational execution, and helps shape strategies to reduce bad debt, improve recovery rates, and enhance customer experience.

This is a hands-on and highly visible role, offering mentorship opportunities from senior leaders and exposure to multiple functional areas. The successful candidate will combine analytical rigor with practical execution skills to influence decision-making and ensure successful implementation of strategies.

Key Responsibilities:

· Monitor key operational metrics to identify anomalies and deviations that present further opportunity to investigate into potential revenue compression or losses. Then work with he respective business leaders to nail down the issue and bring forth action plans to correct them.   

· Some operational metrics that will be in scope for review and analysis would be :

o   The commodity and non-commodity business revenue trends by revenue categories factoring in seasonality to isolate any potential anomalies and get ahead of potential revenue leakages. This kind of a data driven study of trends will involve a broader understanding of the products we offer, the credits and discount trends, the non-commodity bundles such as Sustainability Bundles, Water Filtration products, Smart Thermostats etc., especially as they flow into our traditional commodity products in the form of discounts and offers as part of our value-added product strategy.

o   Analyze collections performance, identifying trends, risks, and opportunities for improvement.

o   Audit customer collections interactions (e.g., call reviews) to identify process or training improvement opportunities.

· Conduct feasibility and impact assessments on strategic options, including scenario modeling and what-if analyses.

· Oversee and monitor outbound collection campaigns (dialers, technology-enabled notifications) to maximize effectiveness and recovery rates.

· Analyze campaign performance, identify blockers, and recommend process or technology enhancements.

· Provide support to operations teams to ensure critical credit and collections tasks are executed without gaps.

· Manage vendor performance for inactive collections accounts by evaluating outcomes and escalating issues or proposing solutions.

· Track and manage action items from strategy sessions, ensuring accountability and timely follow-through.

· Support testing and validation of new system changes or process enhancements.

· Partner with legal, compliance, and regulatory teams on customer communications, including collection letters and notifications.

Qualifications & Skills

• Strong analytical skills with the ability to interpret performance reports, identify root causes, and provide actionable insights.
• Proficiency in MS Excel (intermediate required). SQL knowledge preferred but not required.
• Strong communication skills; able to articulate complex issues clearly and confidently.
• Highly adaptable and comfortable managing multiple projects and shifting priorities.
• Experience with dialer platforms, CRM/Marketing Cloud, or analytics tools is strongly valued.

Educational & Experience Requirements:

· Bachelor's degree in finance, Business, Data Analytics, or a related field.

· years of business analysis experience in a related field of business is required.

· Previous work experience must demonstrate proven critical thinking and problem-solving abilities as an Analyst

What We Offer

• Dynamic open-door environment for motivated professionals who love problem solving and are eager to explore and understand our cross-functional business
• Exposure to senior leadership and mentorship opportunities.
• The ability to directly influence operational performance and customer experience.
• A collaborative and dynamic work environment with opportunities to innovate and improve.