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Data Analysis
Reporting Analyst, Customer Engagement Operations
@College Board
[Hiring] Reporting Analyst, Customer Engagement Operations @College Board
Mar 22, 2025 - College Board is hiring a remote Reporting Analyst, Customer Engagement Operations. 💸 Salary: $56,000 to $100,000. 📍Location: USA.
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Role Description
As the Reporting Analyst, Customer Engagement Operations, you will be responsible for performing regular and ad-hoc reporting analysis and data-driven insight gathering.
- Work closely with the Senior Director of Customer Engagement Operations to create new operational reports.
- Own and lead reporting for regularly recurring Business Reviews for all supported programs.
- Leverage careful analysis to increase the effectiveness and efficiency of CEE department leaders.
Data & Analysis (80%)
- Create broad, detailed, and comprehensive reporting capabilities that can be leveraged to derive operational insights.
- Generate reports to populate performance data into presentations for utilization by numerous team CEE members.
- Support ad-hoc reporting requests that answer strategic questions with meaningful data.
- Leverage existing operational reporting platforms including vendor-provided CMS platform reports, Tableau, AWS, Salesforce, and others.
- Gain a deep understanding of call center metrics to drive comprehensive operational management and performance reviews.
- Own reporting for CEE department initiatives including regular recurring Business Reviews.
- Build reports and dashboards to share visibility, identify challenges and opportunities.
- Analyze data and identify trends, and areas that need action.
- Prepare and deliver meaningful reporting of performance by collecting, analyzing, and summarizing data and trends.
Stakeholder Management & Collaboration (20%)
- Serve as the SME and POC for the CEE team in cross-functional meetings with Technology partners.
- Leverage an understanding of College Board lines of business to identify stakeholder needs.
- Collaborate with Senior Director Customer Experience, Senior Director Customer Engagement Operations, and Executive Director Customer Engagement Delivery.
Qualifications
- A bachelor’s degree and 3+ years’ experience with Tableau/PowerBi, SQL, AWS, and Salesforce.
- Advanced skills in Excel (e.g., sophisticated formulas, pivot tables, etc.); PowerPoint, business analytic tools.
- The ability to work with large data sets to distill conclusions and recommendations.
- Strong consultative, analytical, planning, and organizational skills.
- A propensity for hands-on work and a high level of execution, data driven and analytical.
- A strong desire to learn and improve; leverage feedback and performance levels to course correct.
- An ease working in undefined situations and evidence of creating clarity and path forward.
- The ability to travel 4-6 times a year to College Board offices and/or vendors.
- Experience with Call Centers (a bonus).
Benefits
- A comprehensive package designed to support the well-being of employees and their families and promote education.
- Robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more.
- Recognition of exceptional performance through annual bonuses, salary growth over time, and opportunities for merit raises and promotions.
- A job that matters, a team that cares, and a place to learn, innovate and thrive.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Data Analysis
Data Analysis
|
Salary
💸
$56,000 to $100,000
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 22, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
