Senior Operation Analyst

Công Ty TNHH Geniebook Vietnam · Hồ Chí Minh

Type

Full-time

Work mode

On-site

Level

Staff

Industry

Other

Salary

Thương lượng

Location

Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

Role Overview:
Sales Operations:
Support and optimize sales processes (lead allocation, pipeline tracking, renewals).
Maintain CRM data accuracy and reporting standards.
Analyze conversion rates, productivity, and pipeline health.
Support forecasting and performance tracking.
Customer Care Operations:
Improve Customer Care workflows (onboarding, scheduling, follow-ups, escalations).
Monitor service KPIs: response time, resolution time, retention rate, renewal rate, satisfaction.
Support capacity planning and service quality control.
Identify automation or system improvement opportunities to enhance customer experience.
Cross-Functional Collaboration:
Coordinate between Sales, Customer Care, Product, Marketing, and Finance.
Support new program launches and operational readiness.
Translate operational gaps into system or process improvements.
Reporting & Performance Analysis:
Build dashboards covering revenue, conversion, retention, and service efficiency.
Provide regular insights to leadership.
Identify risks and propose corrective actions.
Mentorship & Process Ownership:
Guide junior ops members if applicable.
Standardize SOPs and documentation.
Promote a data-driven and accountability culture.

Summary of facts from the official posting. View original ↗

You'll be taken to the employer's official application page.