This role is a combination of 2 specific elements - 1) Billing Operations Management (BOM) automation projects critical for Ads, Devices and Emerging and Digital channels. The analyst would also manage Amazon connect program expansion with GAR training, CX and Ops and working with tech teams on enhancements.
1. This resource would be working closely with partner teams in SC's including Billing, ORT and other relevant teams to simplify the onboarding of any new sub-optimal launch. The resource will be expected to run 2-3 projects per quarter.

Connect and CX Scope -

1. Collaborating with AR Ops teams across multiple time-zones to collect feedback on CX related issues/ tech projects/ enhancements.
2. Working closely with Product & Tech POCs to drive related Tech projects.
3. Ongoing Audit of Connect metrics and across channels
4. Work closely with the SC teams to collate and review the SLAs for different processes and work backwards from a customer expectation on best-in-class service. This will include identifying tasks/ activities/ process steps that contribute to a longer SLA and eliminating/ combining/ automating these.