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Dice · United States Of America · Remote

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Job Title: Digital Communications Operations Analyst

Duration: 12+ months

Location: Remote

Pay Scale: $50.00/hr W2

Job Summary:

The Program Support groups enable our Go-To-Market and retention teams to improve customer experience and increase customer counts by implementing new products and services, provide operational support, quality assurance, and process improvement to multiple functions across all brands and market regions.

This team is responsible for liaising with IT, Marketing, Call Center, and Operations to accomplish results for the Residential, Small Business, and Builder/Multi-Family market segments. Successful team members can effectively solve problems and address issues across multiple functional groups (e.g., Marketing, Legal, Regulatory, Customer Care, Channel Management, Transaction Processing, Billing, IT, Credit/Collections, Online, Telephony, Third Party Partners, Database Operations).

In this role The Digital Communications Ops Analyst III is accountable for email and SMS production and execution, HTML coding and troubleshooting, perform quality assurance review and deployment of the email/SMS e-communications daily. This individual will liaise with internal stakeholders along with external clients to understand the requirements for each campaign; participate in the creative discussions and execute the e-communications with a high-degree of accuracy. This role requires knowledge of email and SMS applications and ability to work effectively in a fast-paced team environment.

In this role, the Digital Communications Ops Analyst III must possess skills and knowledge to effectively address and resolve issues across multiple cross-functional groups including but not limited to: Information Technology, Customer Care, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Legal, and Regulatory. This role also works closely with Third Party Vendors to deliver pertinent communications to our customers each day.

Essential Duties/Responsibilities:

Time management and coordination of digital communication projects.

Acts as a project manager can organize, lead, and executes efficiently.

Delivers highlights, headlines, and executive updates to senior leadership.

Helps to determine priority of team projects and tasks.

Interaction with internal and external clients is needed to understand e-communication requirements and deliverables.

Highly motivated, comfortable working both independently and in a team environment with proven record of accomplishing goals and tasks on time

Manage multiple, concurrent projects and able to deliver.

Perform daily execution tasks, conducts audits, and prepares reconciliation reports with a focus on timeliness, accuracy, and customer impact.

Communicate information effectively to cross-functional teams in both written and oral form.

Able to create and deliver presentations.

Requires very little direction to get the job done.

Must exercise initiative, good judgment, and professionalism.

Taking responsibility for delivering expected and timely outcomes.

Develops deep subject matter expertise in essential operational tools as necessary.

Monitors vital operational metrics and responds as necessary to ensure consistently superior operational performance.

Deliver status updates to key stakeholders at regular intervals.

Identifies issues when they arise, quickly diagnoses root causes, and implements an appropriate solution.

Designs/implements/manages robust processes and database solutions to support new business and operational activities.

Evaluate existing operational processes to ensure appropriate controls are in place and maintain process documentation for all recurring processes.

Continually evaluate the effectiveness of Program Support processes and initiate processes and system improvement and automation activities.

Develop approach documentation and business requirements for new Marketing and Operational capabilities and products needed to support campaigns, including all cross-functional stakeholders from operations and IT in the review.

Design, implement, and execute User Acceptance Testing scripts to ensure the successful launch of new capabilities.

Facilitate cross-functional team discussions to develop timelines for Retail campaigns, new product development, and project delivery.

Work closely with the Product Owner to deliver projects, enhancements, and production fixes.

Must Haves / Required Skills:

7+ years related experience in an Operations/IT/Project Management/Consulting role required.

Must have experience with SMS and driven to dig into the multiple systems to learn and document processes

Experience leading cross-functional team projects from requirements to implementation required.

Six months to 2 years of professional experience in the energy market is required.

HTML coding, proofing, editing, and troubleshooting

Additional Knowledge, Skills, and Abilities:

Develops communications, content, and data element mapping.

Monitor customer communications for multiple brands - both automated and manual - to ensure compliance with rules, internal policies, and regulatory guidelines.

Perform quality assurance tests to ensure links, image, subject lines, and dynamic elements are functioning correctly.

Interaction with internal and external clients is needed to understand e-communication requirements and deliverables.

Liaise with internal stakeholders along with external clients to understand the requirements for each campaign.

participate in the creative discussions to develop solutions for stakeholders.

Develop digital communication strategies and oversee the implementation.

Responsible for monitoring the effectiveness of the website and other digital platforms.

Aware of SMS compliance, best practices, and industry standards.

Familiar with the CAN-SPAM Act.

Preferred Qualifications:

  • Bachelors degree from an accredited college or university is preferred
  • HTML, Dreamweaver, and Photoshop experience is preferred.

About Matlen Silver

Experience with Salesforce Marketing Cloud preferred.

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: //