Business Process Analyst - Customer Support in Orlando

VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most.

As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW, Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, Golf Now, and Golf Pass. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service.

VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world.

VERSANT is seeking a Business Process Analyst to support Customer Support operations across Golf and Fandango businesses. This role will focus on process optimization, Salesforce reporting, AI-enabled support initiatives, and operational scalability.

This position partners cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers to improve workflows, reporting visibility, and operational effectiveness.

Why This Role Matters:
This role directly supports operational excellence initiatives by enabling scalable reporting, improving customer support workflows, and contributing to AI-driven support enhancements that improve team efficiency and customer experience.

This position is designated as hybrid and generally requires in-office collaboration Monday through Thursday from our Orlando, FL office.

• Partner with BPO provider (Dash) to support testing and optimization of AI-driven customer support solutions
• Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows
• Lead standardization of Salesforce reporting across Customer Support operations
• Build and maintain dashboards and reporting frameworks supporting 10+ teams
• Ensure reporting accuracy, consistency, and usability for operational decision-making
• Document end-to-end business processes and create process maps/workflows
• Conduct business process testing to validate system changes and operational requirements

• 2+ years of experience or comparable education in business operations, reporting, analytics, or customer support operations
• Salesforce reporting and dashboard experience
• Strong analytical, organizational, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience documenting workflows and operational procedures
• Strong communication and collaboration skills

• Experience with AI-enabled customer support solutions
• Experience working with BPO/vendor support teams
• Experience in sports, entertainment, media, or digital platform environments

• Trust through accountability and ownership
• Teamwork through collaboration and partnership
• Transparency through clear communication and reporting accuracy
• Agility through adaptability and continuous improvement
• Entrepreneurial Spirit through innovation and proactive problem-solving

• Opportunity to help shape the future of sports technology and partner experience within a growing digital business.
• Collaborative and team-oriented culture focused on innovation, development, and continuous learning.
• Exposure to industry-leading brands including Golf Now and Golf Pass.
• Hybrid work environment designed to support both flexibility and meaningful in-person collaboration.
• Competitive compensation and comprehensive benefits offerings designed to support employee well-being and professional growth.

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal…