Operations Analyst

Jonesboro, AR
2400 Ritter Drive
Jonesboro, AR 72401, USA

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best‑in‑class infrastructure and technology, while coupling it with a world‑class customer‑focused experience.

The Operations Analyst is responsible for operational support, in depth analysis, and reporting of Customer Experience projects and CX Technology processes. This includes supporting a variety of functional groups by auditing customer‑impacting processes based on customer feedback, working to maintain and create initiatives to increase the productivity and efficiency of customer experience functions, and supporting CX Technology platforms.

• Engages with departments to identify pain points, KPIs, and data needs;
• Gathers, documents, and translates business requirements into clear analytical deliverables and technical data analysis tasks;
• Acts as a liaison between functional areas, CX Technology stakeholders, and vendors to resolve system issues, coordinate changes, and support enhancements;
• Leads and facilitates program‑related meetings and document status utilizing meeting notes and the project schedule, with a focus on technology‑driven initiatives;

• Creates and maintain imports and integrations into NPS/experience measurement platforms (e.g., Nice Satmetrix) for surveys and related customer data;
• Maintains the internal phone system (auto‑attendants, call routing, basic configurations);
• Manages support tickets for workflow tools and phone systems;
• Participates in an on‑call rotation for after‑hours technical incidents and outages;

• Understands and complies with telecommunications policy, laws, and regulations as applicable to the job duties;
• Maintains documentation and controls to meet audit standards;
• Establishes and maintains audits specifically for Customer Experience processes;
• Monitors system performance and compliance metrics that impact NPS (Net Promoter Score);

• Writes clear and concise processes and procedures while maintaining process documentation, user guides, and change history for CX Technology systems and operational workflows;
• Assists in launching Customer Experience and CX Technology‑related programs and initiatives, including testing, documentation, and training support;
• Tracks project milestones and escalating risks or delays to leadership;
• Performs all other related duties as assigned by the Manager, CX Technology or Director‑level leadership.

• Knowledge of the telecommunications industry, operations, technology, and equipment;
• Solid understanding of data concepts, including KPIs, data relationships, data quality, and metrics tracking;
• Strong understanding of data analysis techniques and best practices;
• Knowledge of eLation, Salesforce, and Satmetrix;
• Knowledge of Agile or Scrum methodologies;
• Basic understanding of SQL and data warehousing concepts;
• General knowledge of Customer Service, Quality Compliance, or Operations team processes;
• Familiarity with data modeling and working with structured datasets;
• Skill in gathering and analyzing business requirements, then translating them into actionable insights;
• Ability to communicate effectively and use interpersonal skills to engage with diverse business functions and all levels of management;
• Skill in technical writing for documentation, process clarity, and executive‑level presentations;
• Strong data storytelling skills to present complex information clearly;
• Ability to work with curated datasets to build meaningful analyses and…