Manager, Business Analysis - Enterprise Customer Operations

The Business Analysis Manager is responsible for managing a team of Business Analysts in maintaining the status of Enterprise Customer Operations initiatives and projects, providing analytical support to internal clients, and working in collaboration with IT on system upgrades, implementations and ongoing post-implementation client support.

Responsibilities:

• Manages and develops staff to achieve department objectives including determining staffing needs, setting goals, interviewing, selecting, coaching, and evaluating the performance of all direct reports.
• Evaluates work/project requests to determine feasibility (cost/benefits analyses) and appropriate department resourcing.
• Ensures complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of proof of concepts, new products, services, processes and/or support technologies.
• Ensures work and projects are completed within schedules and budgets and takes corrective actions, as needed.
• Develops and provides reports as scheduled or as needed by the business.
• Manages the accuracy and integrity of User Systems as they pertain to Systems Administration aspects.
• Facilitates special requests and issues resolution.
• Develops metrics and reports for management and executive management use.
• Develops and implements program plans including scope, resource requirements, new program ideas, best practice protocols, and communications.
• Creates and establishes program goals, objectives, and deliverables to reflect program vision, while working in partnership with cross-functional teams.

• 5+ years Business Analysis experience w/ Bachelors Degree; 1+ years supervisory/management/team lead experience.
• Understanding of Contact Center domains and systems, specifically: Macess, MTV, VBD, ESS preferred.
• Strong organization and time management skills ability to multi-task.
• Advanced analytical, mathematical, and problem-solving skills.
• Outstanding mathematical skills, detail orientation and problem-solving abilities.
• Strong verbal, written, and interpersonal communication skills.
• Knowledge of policies, procedures, and guidelines of Delta Dental.
• Ability to be an advocate for the business by ensuring project objectives are completed on time and to the quality standards as defined by the business.
• Knowledge of project development life cycle, including the ability to coordinate and prioritize multiple projects.

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program