Performance Analyst, Customer Care

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Job Description

This is a vital moment in the life of The New York Times. We have declared ourselves a subscription-first company-staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers.

Customer Care is at the center of these efforts. As the Performance Analyst for the Care Vendor Operations team, you will be responsible for monitoring, reporting and improving Care's operational performance. This includes working with contact center partners to track and optimize key metrics, digging into operational trends and keeping internal and external teams aware of how we're doing. We'll rely on your relentless curiosity to uncover actionable opportunities to improve the way we work and to raise the alarm when something looks off. You'll be part of a dynamic team of people, working across a variety of locations and time zones, trying to make the Times Care experience truly worthy of our amazing brand.

This can be fully remote or based in our Long Island City, New York location.

This role reports to the Senior Manager of Vendor Operations.

Responsibilities:
  • Serve as a point of contact between internal teams and contact centers on vendor performance trends, service level agreements and following budget
  • Monitor weekly and monthly performance targets to ensure vendors are meeting business needs and aren't over-spending.
  • Partner with vendors by providing insights and guidance on how to utilize available data or new reporting.


Reporting:
  • Ensure reports, dashboards and models are accurate and use appropriate data and calculations.
  • Create and manage operational reporting (intra-day, daily, weekly, monthly) to all internal and external stakeholders and communicate with levels ranging from associates to executives. Understand the team budget, monitoring and tracking the department financial goals and objectives.
  • Track operational trends and identify opportunities to refine processes and vendor targets. Dig into strategic questions and uncover insights that help us operate better.


Basic Qualifications:
  • You have 4+ years of operations management experience.
  • You have strong written, verbal, and visual skill sets. You're able to explain complex or technical concepts in terms anyone can understand, and you create impactful and easily understood charts and reports.
  • You create order out of chaos. You can break down complex problems into clear, relevant components, and you're good at driving agreement across multiple stakeholders to solve them.
  • You know how to pull and manipulate data effectively, regardless of the source. You're well versed in Microsoft Excel (can perform complex functions), Google Sheets and Google Data Studio.
  • You're creative and intentional in your decision making. You're resourceful in the face of obstacles, comfortable in a constantly changing environment and not afraid to make a call and stand behind it.
  • You are actionable when you see something that needs to be done - you don't wait to be asked. You have a naturally autonomous working style and are very comfortable solving problems on your own.


#LI-AM1

The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.

The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local "Fair Chance" laws.