Senior Service Enablement Analyst
The Muse
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Florida, South Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $80,000 per year
Job Level
Senior
About the role
- Develop and execute strategies to scale new technologies across Service, partnering with Service leaders to ensure adoption and maximize impact.
- Continue to build out AI-enabled live service capabilities through Cresta, optimizing existing tools and expanding capabilities across Service.
- Deliver insights on adoption/usage of emerging technology tools, service interaction trends, and call quality wins and opportunities.
- Develop rules-based guidance for live service interactions through Cresta and other tools.
- Oversee execution of member and broker chat, including staffing, reporting and analysis, change management, and process design.
- Lead projects to continue to improve our ability to expertly, efficiently serve members and brokers in the channel of their choice (e.g. chat, SMS expansion, etc.).
Requirements
- Experience managing projects, monitoring progress, and driving accountability
- Ability to interpret data and identify trends to create actionable insights
- Capacity to execute on multiple projects simultaneously and adapt to a fast paced and dynamic environment
- Strong collaboration, influencing, and communication skills, with the ability to work effectively with leaders at all levels of the organization
- Operates with empathy, creativity, and an eagerness to fulfill PURE’s service commitments
- Consistently demonstrates PURE principles
- Direct leadership experience preferred
- Bachelor’s degree preferred
Benefits
- Health insurance
- 401(k) matching
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementdata interpretationtrend analysisprocess designrules-based guidanceAI-enabled service capabilitiesservice interaction analysiscall quality assessmentchange managementmulti-project execution
Soft skills
collaborationinfluencingcommunicationadaptabilityempathycreativityaccountabilityleadershipservice commitmentorganizational skills