Analyst Customer Support Standards & Programs - Orlando FL

Customer Support Standards And Programs Analyst

The Customer Support Standards and Programs Analyst will assist the day to day execution of interdepartmental and cross functional programs and projects focused on efficiency, compliance, quality, profitability, competitive position and customer satisfaction for Customer Support. The Analyst reports into the Customer Support Standards and Program Manager while working closely with various departments to ensure critical information is updated and communicated in a timely manner.

Essential Responsibilities:

• Support the Team with project prioritization and timeline activities
• Assist with executing multiple rollout schedules, identify resources and dependencies, and proactively communicate project statuses
• Assist in the preparation of Customer Support documents for Policy Rollout
• Analyze operational and Crew member impact, Customer satisfaction, and other key metrics to improve the customer experience and project goals
• Conduct interdepartmental and cross-functional initiatives with process owners in order to observe and evaluate current processes, identify areas of opportunities, perform supporting data analysis, facilitate design changes, create future-state processes, and support implementation of new processes
• Strategically align process and policy creation and improvement with the introduction of new Customer and Crew member Standards and Programs in Customer Support
• Produce reports regularly to provide progress and status updates on initiatives and projects
• Serve as a subject matter expert for Customer Support
• Assist in writing, proofreading and editing customer support knowledge base, customer support operating manual, and other channels according to brand guidelines.
• Successfully transition projects post-execution to the relevant operating groups for day-to-day maintenance, success measurement, and continuous improvement
• Other duties as assigned