Business Operations Analyst

Washington, DC
Aug 29, 2022
Sep 10, 2022
Full Time

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence and nearly 38 million members, AARP strengthens communities and advocates for what matters most to families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

Reporting to the Director of Brand Operations, the Business Operations Analyst plays a critical role in supporting the processes and systems that power creative and media operations for the Brand department. This includes maintaining and optimizing Brand workflows in the enterprise integrated AARP marketing operations system (AMOS), managing the customer support ticketing tool, providing technical and user support for the Brand Identity Center (BIC) website, and supporting vendor operations for paid media advertising. This role helps to ensure staff and vendors have a positive, effortless experience when requesting Brand creative and media buy services.


  • Serve as the Brand lead for enterprise workflow management tool, which integrates Brand, Print and Mail work streams. Represent Brand on the product council to collaborate on and prioritize system updates, issues and enhancements. Communicate council updates to Brand staff.
  • Serve as the subject matter expert for the workflow tool, developing support resources, conducting staff and vendor trainings, fielding support questions, and troubleshooting issues as they arise in conjunction with ITS and vendor teams.
  • Proactively propose updates and enhancements to optimize workflows and streamline related processes. Manage the requirements development, implementation and testing of those updates.
  • Develop custom reports and views to aid Brand teams in project management, resource scheduling and activity analysis.
  • Provide project management support by reviewing in progress jobs and following up on overdue tasks to ensure on-time project delivery.
  • Manage regular system maintenance and cleanup of inactive jobs.
  • Serve as a backup to Brand Traffic team in reviewing, assessing, scheduling and assigning new projects based on scope and team capacity.
  • Serve as the lead customer support representative for Brand help channels, responding to phone and email inquiries, troubleshooting system issues, and/or redirecting questions to other Brand colleagues as needed.
  • Provision staff and agency/freelance users for BIC website to ensure access to Brand standards and guidance.
  • Oversee the customer support ticketing tool, including user management and design of forms and macros to organize data capture, streamline response time and inform reporting.
  • Develop easy-to-consume documentation to educate clients on system usage, proper file submission and Brand processes.
  • Support media operations for enterprise paid advertising, coordinating with legal, procurement and AP teams to facilitate agreements, new vendor paperwork, purchase orders and payments.
  • Provide technical and quality assurance testing support as needed for other Brand tools including the local field marketing tool, creative catalog and digital asset management system.
  • Perform other duties as needed to support efficient Brand operations.


  • Minimum of 3 years of related experience, preferably in a customer-facing product support role
  • Superior customer service skills, with experience in a help desk capacity a plus
  • Experience working with technical teams to translate business needs to functional requirements and implement test plans Experience with a task-based workflow tool with multifaceted work streams
  • Experience developing training materials and delivering product training sessions
  • Ability to quickly understand and address operational issues, with experience in vendor operations and contract management a plus
  • Commitment to quality and accuracy with strong attention to detail
  • Strong written and verbal communication skills

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.