Business Operations Manager - Strategy and Analytics

$120,000 - $150,000/Yr

Instawork - Chicago, IL

Full-time - Mid Level

Chicago, IL

Administrative and Support Services

About the position

The Business Operations Manager at Instawork plays a crucial role in driving strategic clarity and alignment to accelerate the company's growth. This position focuses on managing business health, strategic planning, and reporting and analytics, ensuring that the Community Operations team operates efficiently and effectively. The manager will lead initiatives, optimize workflows, and collaborate with various teams to enhance operational performance and support decision-making through data-driven insights.

Responsibilities

• Define metrics, dashboards, and weekly operating rhythms across Community Operations and Trust & Safety teams.
• Own forecasting and resourcing processes, managing contact volume to agent productivity and headcount needs.
• Lead the ideation and incubation of new workflow optimization strategies for managing inbound contact.
• Translate insights from support operations into actionable experiments and initiatives to enhance efficiency.
• Manage the data architecture and layers across multiple sources for an efficient support operation.
• Create comprehensive reports based on defined metrics and data architecture, providing actionable insights.
• Draft technical recommendations to influence decision-makers across the organization.
• Collaborate with Product and Engineering teams to execute workflow optimization strategies.
• Develop a deep understanding of CommOps workflows and recommend workflow changes as needed.

Requirements

• 5+ years experience in data analysis within a marketplace organization, preferably in customer support or business operations.
• Strong data and analytics skills, including fluency in Excel/Google Sheets, SQL, and BI/data visualization tools.
• Strong cross-functional and executive communication skills, with a proven ability to influence without authority.
• Entrepreneurial self-starter capable of independently seeking information and delivering results.
• Strategic thinker able to set key business goals and work relentlessly to realize that strategy.

Benefits

• A variety of medical, dental, and vision plans with coverage beginning on the date of hire.
• Flexible paid time off.
• At least 8 paid company holidays annually.
• Home office stipend.
• Phone stipend.
• Commuter stipend.
• Supplemental pay on qualified leaves.
• Employee health savings accounts (HSA) contribution.
• Flexible spending plans.
• 401K plan.
• Perkspot - discount program through Lumity.