CAREERS

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Business Operations Analyst at Vivino
San Francisco, CA, US

We’re changing the way people enjoy wine, and consequently disrupting one of the oldest industries on the planet. By harnessing the power of technology and social behavior, we’ve created the world’s largest - and smartest - wine community and marketplace. Over the next ten years, the global market for online wine sales is expected to grow significantly and Vivino is at the forefront of this growth. Now is the time to join a fast-paced, growing team!

Based in San Francisco, the Business Operations Analyst will join the Customer Experience (CX) organization and report into the Head of CX. As our team grows, you’ll help build centralized KPIs and global metrics reporting that will help us continue to deliver an exceptional end-user experience, at scale. Your work will help our team establish measurable performance targets, optimize internal workflows, and advocate for impactful product solutions.

As an analyst in the CX org, you’ll be responsible for gaining a clear understanding of the day to day functions of our teams and internal stakeholders, including finding insights, discovering new trends, and helping our team identify areas of opportunity to achieve our goals and drive impact. You will need to have a solid foundation in analyzing data, relating it to business problems, and communicating results with decision-makers in a clear and actionable way.

PRIMARY RESPONSIBILITIES

  • Build centralized KPIs, metrics, and reporting for frontline support staff, team managers, and executive leadership.
  • Identify, analyze and interpret trends and patterns in complex data sets and provide creative, compelling solutions for solving data or business intelligence challenges.
  • Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.
  • Develop insights to drive compelling arguments for workflow changes and/or product improvements.
  • Develop an operational model to inform our workforce planning and organizational cost.
  • Act as an internal consultant for your team members.

QUALIFICATIONS & SKILLS

 

  • Adept with queries, dashboarding, report writing, and communicating findings verbally and visually.
  • Ability to produce business cases and executive summaries with clear, data-driven recommendations and proposed next steps.
  • Experience working closely with customer support organizations and familiarity with CX performance metrics, including, but not limited to: NPS (Net Promoter Score), CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TPH (Tickets Per Hour) and QA (Quality Accuracy).
  • Strong proficiency in Excel.
  • Strong proficiency in Tableau or Looker.

ABOUT VIVINO

TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME

Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions of wine lovers. Vivino’s unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.

We are a fast paced, growing team with offices in San Francisco, California and Copenhagen, Denmark. We also have teams around the world in the UK, Netherlands, Italy, Spain, Germany, France, Ireland and Hong Kong.

Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer.We do not see wine as a commodity, but as an offering of a cultural experience that was once out of reach for many, but is now open to everyone.

VIVINO’S FIVE CORE VALUES ARE

  • Always Strive for Better
  • Work Together
  • Earn and Offer Trust
  • Be Approachable
  • Lead with Data

VIVINO OFFERS EMPLOYEES OF OUR SAN FRANCISCO TEAM

  • Unlimited paid time off
  • 100% medical coverage
  • A stocked fridge & catered lunches twice weekly
  • Discounts on wine purchases

We also learn about and explore the wonderful world of wine together on a regular basis through tastings and events. A passion for and interest in wine is helpful, but not required.

COMMITMENT TO DIVERSITY AND INCLUSION

Vivino is an equal opportunity employer (EEO) and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status or any other characteristic protected by applicable federal, state, or local law.




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