Operational Excellence Analyst - Careers

THE POSITION

Our roster has an opening with your name on it.

As an Analyst on the Operational Excellence team, you will help power readiness, risk mitigation, and operational efficiency across the business. In this role, you’ll support the planning, analysis, and improvement of key operational processes ahead of marquee events and product launches. You’ll model workflows, identify process gaps, and propose scalable improvements—contributing directly to the team’s mission of building a resilient, high‑performing operational engine and keeping the customer at the forefront of all decisions.

This is an excellent role for a detail‑oriented problem‑solver looking to grow their skillset at the intersection of operations, product, and customer experience.

In addition to the specific responsibilities outlined above, employees may be required to perform other duties as assigned by the company. This ensures operational flexibility and allows the company to meet evolving business needs.

Everyone on our team has a part to play.

• Process Analysis & Flow Modeling
  :
  Support process deep dives by mapping current-state workflows, identifying inefficiencies or gaps, and assisting in the design of future-state flows using visual modeling tools or structured documentation.
• Operational Readiness Support
  :
  Contribute to the planning and execution of readiness playbooks for tentpole events, major launches, or product changes, ensuring Ops teams are set up for success.
• Documentation & Knowledge Management
  :
  Create and maintain clear process documentation, decision logs, readiness plans, and escalation paths to ensure transparency and traceability.
• Issue & Risk Identification
  :
  Surface and propose mitigation strategies for operational risks, pain points, and customer‑impacting issues through internal feedback loops, data exploration, and process walk‑throughs.
• Quantitative & Qualitative Analysis
  :
  Collect and analyze performance data to identify bottlenecks, support business cases, or validate improvement opportunities with the goal to always represent and improve the customer experience.
• Tooling & Workflow Improvement
  :
  Participate in assessments of operational tools or processes, identifying inefficiencies or workarounds, and supporting small‑scale optimizations or automation efforts.
• Cross‑Functional Collaboration
  :
  Work with partners across Product, Engineering, Customer Operations, Commercial, Legal and Strategy to ensure accurate process translation, clear requirements, and aligned execution.
• Communication & Project Management
  :
  Support preparation and follow‑ups for working sessions, stand‑ups, or readiness forums by documenting outcomes and next steps.
• Continuous Learning & Skill Building
  :
  Partner with Sr. Analysts and Managers to deepen your skills in process architecture, root cause analysis, and operational storytelling.

What we’re looking for in our next teammate.

• Expected completion of degree or program by June 2025
• Must have U.S. work authorization and does not require employer sponsorship
• Must be in commutable distance from or willing to relocate to designated office
• Commitment to improving the user experience
• Ability to analyze, break down, and visualize end‑to‑end business processes
• Structured thinker with strong attention to detail and process‑oriented mindset
• Comfortable learning new tools and frameworks for process modeling or workflow management
• Clear written and verbal communicator with ability to synthesize feedback across diverse teams
• Strong organizational skills and ability to manage multiple work streams or dependencies
• Solution‑oriented, adaptable and efficient learner
• Collaborative team player who is comfortable working with a diverse array of partners and stakeholders across multiple functions

• Interest in eCommerce, sports and iGaming industries preferred
• Familiarity with process mapping tools (e.g., Lucidchart, Miro, Visio, Whimsical) is a plus
• Exposure to business process improvement methodologies preferred
• Experience with data and reporting tools (e.g., Excel, Tableau, SQL, Amplitude, etc.) helpful
• Background in customer support, product operations,…