Business Operations Analyst

Employer
AARP
Location
Washington, DC
Posted
Mar 25, 2022
Closes
Apr 06, 2022
Ref
2408
Industry
Nonprofit
Hours
Full Time
Overview

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 maintaining and optimizing brand systems, tools, and workflows. Responsibilities include user provisioning, customer support, system troubleshooting, requirements development, new feature implementation, quality assurance testing, development of support resources, and training delivery. This role helps to ensure staff and vendors have access to brand guidelines and standards and have a positive, effortless experience when requesting brand services.

Responsibilities

  • Serves as Brand SME for enterprise integrated workflow tool. Maintains and optimizes creative and media buy workflows, monitors system performance and activities to ensure on-time delivery of high volume of projects.
  • Leads customer support for Brand Help channels serving staff and marketing/communications vendors; manages customer support ticketing tool including design of forms and macros to organize data capture, streamline response time, and inform reporting.
  • Provides technical and project management support for Brand tools, including requirements gathering, maintenance, troubleshooting, QA testing, and reporting, to ensure efficient operations.
  • Develops training materials and delivers training sessions to educate staff on Brand tools.
  • Serves as backup for the Traffic team, assessing and assigning creative and media buy requests based on project scope and staff capacity.

Qualifications

  • 3+ years of related experience, preferably in a customer-facing product support role.
  • Superior customer service skills; experience in a help-desk capacity is a plus.
  • Experience working with technical teams, translating business needs to functional requirements, developing user scenarios, and implementing test plans.
  • Experience with a task-based workflow tool with multifaceted workstreams.
  • Experience developing training materials and delivering product training sessions.
  • Demonstrated skills in project management.
  • Demonstrated ability to understand data and develop reporting tools to monitor key performance metrics.

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.