Digital Communication Operations Analyst

Essential Duties / Responsibilities :

• Time management and coordination of digital communication projects.
• Acts as a project manager, capable of organizing, leading, and executing efficiently.
• Delivers highlights, headlines, and executive updates to senior leadership.
• Helps determine the priority of team projects and tasks.
• Interaction with internal and external clients to understand e-communication requirements and deliverables.
• Highly motivated, comfortable working both independently and in a team environment, with a proven record of accomplishing goals and tasks on time.
• Manage multiple concurrent projects and deliver results.
• Perform daily execution tasks, conduct audits, and prepare reconciliation reports with a focus on timeliness, accuracy, and customer impact.
• Communicate information effectively to cross-functional teams in both written and oral forms.
• Able to create and deliver presentations.
• Requires minimal direction to get the job done.
• Must exercise initiative, good judgment, and professionalism.
• Take responsibility for delivering expected and timely outcomes.
• Develop deep subject matter expertise in essential operational tools as necessary.
• Monitor vital operational metrics and respond as necessary to ensure consistently superior operational performance.
• Deliver status updates to key stakeholders at regular intervals.
• Identify issues when they arise, quickly diagnose root causes, and implement appropriate solutions.
• Design, implement, and manage 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 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.

Minimum Requirements :

Analyst III

• 7+ years of related experience in an Operations / IT / Project Management / Consulting role required.
• Experience leading cross-functional team projects from requirements to implementation required.
• Six months to 2 years of professional experience in the energy market required.

Preferred Qualifications :

Bachelor’s degree from an accredited college or university is preferred.

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, images, subject lines, and dynamic elements are functioning correctly.
• Interaction with internal and external clients to understand e-communication requirements and deliverables.
• HTML coding, proofing, editing, and troubleshooting.
• Liaise with internal stakeholders and external clients to understand campaign requirements.
• Participate in creative discussions to develop solutions for stakeholders.
• Develop digital communication strategies and oversee their 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.
• HTML, Dreamweaver, and Photoshop experience is preferred.
• Experience with Salesforce Marketing Cloud preferred.
• Ability to work long hours when required.
• Comfortable handling risk and uncertainty, appropriate for the level of responsibility.
• Attention to detail with organizational and problem-solving skills.
• Exhibits technical and analytical aptitude.
• Solid negotiation and conflict resolution skills.
• Demonstrates strong customer service skills with both internal and external customers.
• Work effectively and build relationships with people at all levels a solid team player.
• Comfortable working with a cross-functional business team composed of diverse backgrounds.
• Excellent communication skills, both written and verbal.
• Demonstrates a strong work ethic.
• High level of honesty and integrity.
• Makes good business judgments / decisions.
• High initiative.
• Results-oriented.
• Proficient in Microsoft Office products (Word, Excel, Visio, PowerPoint, Power BI, and MS Project).

Working Conditions :

• Fast-paced, professional environment.
• Hybrid working environment : 3 days in the office, 2 remote.
• Nights, weekends, and holidays may be required as special projects arise.
• Lifting, bending, sitting, reaching, and standing; manual dexterity may be necessary.
• Minimal travel when necessary.
5 days ago