Position Overview
Arlo is seeking a strategic, results-driven Sr. Customer Care Business Analyst to support our Customer Care Operations team. This role focuses on delivering data solutions that provide actionable insights to enhance service performance, optimize labor spend, and improve cost efficiency across contact center operations.
The ideal candidate has a strong analytical mindset, deep knowledge of contact center environments, and the ability to turn complex data into clear, impactful insights. They excel in fast-paced settings, collaborate effectively with cross-functional teams, and develop intuitive dashboards that drive meaningful decision-making.
As Arlo advances in the smart home space, this role is mission-critical in shaping the future customer support experience. By leveraging AI, automation, and data-driven strategies, the Sr. Analyst will help transform Customer Care into a key brand differentiator, creating personalized, proactive, and seamless support experiences that build trust, loyalty, and long-term customer value.
• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
Key Responsibilities
(VOC) Voice of the Customer BI Development
- Design, develop, and implement a comprehensive Voice of the Customer (VoC) dashboard that consolidates feedback from key listening posts beyond customer tickets, including social platforms, review sites, and community forums.
- Leverage these insights to identify customer sentiment, emerging trends, and recurring issues, helping shape data-driven initiatives that improve customer experience and operational performance.
Contact Center Business Intelligence
- Build and enhance business intelligence (BI) solutions, including dashboards, scorecards, and automated reports to support data-driven decision-making across the organization.
- Design, build, and maintain interactive dashboards and reports to track key performance indicators (KPIs) for various stakeholders.
- Translate business needs into data requirements and ensure data accuracy and integrity across platforms.
- Conduct budget and cost analysis to support strategic planning and operational efficiency.
- Prepare executive-level summaries and presentations for leadership reviews, highlighting key insights and performance trends.
- Recommend action plans based on findings to improve outcomes and drive continuous improvement.
- Stay current on industry best practices and emerging tools in analytics, contact center operations, and customer experience.
Continuous Improvement
- Enable analysis of contact center performance metrics to identify trends, gaps, and opportunities for improvement.
- Drive a culture of continuous improvement by collaborating to identify inefficiencies, recommend process enhancements, and implement data-driven solutions to optimize contact center performance, OPEX, and customer experience.
- Collaborate with cross-functional teams (operations, IT, product, training, etc.) to support initiatives that improve customer experience and operational efficiency.
- Support strategic projects including technology enhancements, workforce planning, and quality improvement initiatives.
Core Competencies
- Analytical Thinking – Ability to break down complex problems and identify root causes through data.
- Customer Focus – Deep commitment to understanding and improving the customer experience.
- Communication – Strong written and verbal communication skills; able to explain data to non-technical audiences.
- Collaboration – Works well with cross-functional teams and builds strong relationships across the organization.
- Initiative – Self-starter who proactively identifies opportunities for improvement.
- Attention to Detail – Meticulous about data quality, documentation, and reporting accuracy.
- Business Acumen – Understands how contact center performance impacts overall business goals.
Location
Preference will be given to candidates located near an Arlo office. Exceptional candidates in other U.S. states may be considered based on experience and fit.
- Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field (Master’s degree preferred).
- 5+ years of experience in a business analyst role, with at least 3 years supporting contact center operations.
- Proven experience leading VoC or customer feedback analysis initiatives.
- Strong proficiency in data visualization tools such as Tableau, Power BI, or similar platforms.
- Advanced Excel skills; experience with SQL or other data querying languages is a plus.
- Solid understanding of contact center technologies (e.g., CRM, ACD, IVR, QA platforms).
- Exceptional analytical, problem-solving, and storytelling skills using data.
- Experience presenting to and influencing senior stakeholders.
