Business Process Analyst (Customer Support)

TL;DR

Business Process Analyst (Customer Support): Optimizing customer support operations and Salesforce reporting for Golf and Fandango businesses with an accent on AI-driven support initiatives and operational scalability. Focus on building reporting frameworks, documenting end-to-end workflows, and partnering with BPO providers to enhance AI agent capabilities.

Location: Hybrid; requires in-office collaboration Monday through Thursday in Orlando, FL

Company

A media and entertainment business (Nasdaq: VSNT) home to brands like CNBC, Golf Channel, and Rotten Tomatoes.

What you will do

• Partner with BPO provider (Dash) to test and optimize AI-driven customer support solutions.
• Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows.
• Standardize and lead Salesforce reporting and dashboard creation for 10+ teams.
• Document end-to-end business processes and create detailed process maps and workflows.
• Conduct business process testing to validate system changes and operational requirements.

Requirements

• 2+ years of experience in business operations, reporting, analytics, or customer support operations.
• Proven experience with Salesforce reporting and dashboards.
• Strong analytical, organizational, and problem-solving skills.
• Ability to document workflows and operational procedures effectively.
• Must be based in or able to work hybrid from the Orlando, FL office (Mon-Thu).

Nice to have

• Experience with AI-enabled customer support solutions.
• Experience working with BPO or vendor support teams.
• Background in sports, entertainment, media, or digital platform environments.

Culture & Benefits

• Culture based on trust, teamwork, transparency, agility, and entrepreneurial spirit.
• Opportunity to work with industry-leading brands like GolfNow and GolfPass.
• Collaborative environment focused on innovation and continuous learning.
• Competitive compensation and comprehensive benefits package.