Analyst II, Customer Digital Engagement

I. Job Summary

Under general supervision, provides intermediate level data analysis, reporting, and recommendations within assigned areas of expertise to support and enhance workflow, customer experience and communications. This role owns business analysis workstreams related to operational customer communications, customer contact data integrity, and customer portal enhancement efforts, serving as a bridge between business stakeholders, operations, and technology partners.

II. Essential Duties and Responsibilities

• Subject Matter expert for assigned functions, which include operational customer messaging workstreams in Salesforce Marketing Cloud.
• Prepares reports on data summaries, changes, trends and performance for use by management. Provides assessment and recommendations to management. - Leads intermediate-level analysis of customer contact data quality, identifies root causes, and recommends scalable improvements. - Reviews and refines business requirements, user stories, defect details, and enhancement requests for Customer Portal initiatives. - Resolves issues arising from internal department functions, or as brought forth by internal or external customers to assigned department.
• Tracks issues to resolution with business and technology partners, and clarifies business impact and priority.
• Monitors overall work flow to ensure timely completion of projects and daily work requirements.
• Assists with special projects within assigned department or as part of cross-functional teams as required or assigned.
• Monitors department processes and work flow to ensure overall accuracy and quality of data and work output.
• Determines areas of risk as new or changed processes are implemented.
• Recommends changes, updates and processes for continuous improvement in areas of expertise.
• Evaluates current training methods and materials for assigned group, and recommend improvements. Reviews and creates training as needed.
• Provides training and support to lesser experienced members of assigned department as well as internal and external customers as needed.
• Other duties as assigned.

III. Qualifications

A. Required Qualifications

• Bachelor''s Degree (accredited) in Business Administration, Analytics, Marketing, Information Systems, or similar area of study, or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience.
• 3 years of relevant work experience (in addition to education requirement), ideally in business analysis, reporting, digital operations, customer communications or related disciplines.

B. Preferred Qualifications

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay: The expected base pay range for this on-site position is $68420 - $98400. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for a bonus.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM (WM.com) is North America''s leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM's fleet includes more than 12,000 natural gas trucks - the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company's sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.