Operations & Standardization Analyst

Position Summary

The Operations & Standardization Analyst is responsible for identifying, analyzing, and eliminating inconsistent or non-standard work practices across Client Services. This role leads the standardization backlog by mapping existing processes, developing standardized approaches, documenting procedures, and coordinating implementation efforts across multiple teams.

The analyst serves as both a process improvement specialist and project manager, ensuring that standardization initiatives are delivered on time and produce measurable business outcomes. Automation opportunities are evaluated and implemented only after processes have been standardized and proven stable.

Responsibilities

Process Analysis & Standardization

• Map and document current-state processes across Client Services and related business functions.
• Identify opportunities to reduce process variation and improve operational consistency.
• Prioritize and execute standardization initiatives, beginning with areas such as contract terms, onboarding, and other high-impact workflows.
• Establish and maintain standardized operating procedures (SOPs), process documentation, and knowledgebase content.
• Support baseline process measurement and KPI data collection to quantify improvement opportunities.

Project Management

• Manage each standardization initiative as a formal project from planning through implementation.
• Develop project plans, timelines, milestones, dependencies, and status reporting.
• Coordinate contributors and stakeholders across Client Services, Revenue Operations, CRM, Billing, Sales, and Marketing as applicable.
• Monitor project risks, dependencies, and deliverables to ensure successful execution.
• Provide regular progress updates and recommendations to leadership.

Process Improvement & Enablement

• Assess processes for automation readiness and coordinate tooling improvements only after standardization has been achieved.
• Prototype and pilot process improvement solutions.
• Measure and report before-and-after results to validate business impact.
• Drive adoption of standardized processes through documentation, communication, and stakeholder engagement.

Accountabilities

The Operations & Standardization Analyst is accountable for:

• Delivery and execution of the standardization backlog.
• Supporting process documentation and knowledge management efforts.
• Managing standardization initiatives across all impacted teams and functions.
• Establishing KPI baselines and measuring improvement outcomes.
• Ensuring initiatives are completed on schedule and aligned with organizational priorities.

Decision Authority

The Operations & Standardization Analyst may:

• Recommend process standardization priorities and sequencing.
• Prototype and pilot process improvement solutions.
• Coordinate cross-functional contributors to meet agreed project milestones.
• Recommend process and operational improvements based on data and analysis.

Success Metrics

Success in this role will be measured by:

• Number of processes successfully standardized.
• Reduction in process variance and exceptions.
• Measurable efficiency and productivity improvements.
• KPI baseline coverage and reporting accuracy.
• On-time delivery of standardization projects and initiatives.
• Adoption and utilization of documented standard processes.

Preferred Qualifications

• Bachelor's degree in Business Administration, Operations Management, Business Analytics, Management Information Systems, Industrial Engineering, or a related field; equivalent professional experience in process improvement, operations, or project management will also be considered.

• Experience in process improvement, operations, business analysis, project management, or related disciplines.
• Strong process mapping and documentation skills.
• Ability to manage multiple cross-functional projects simultaneously.
• Experience working with CRM, operational, or workflow systems.
• Strong analytical, organizational, and stakeholder management capabilities.
• Excellent written and verbal communication skills with the ability to influence without direct authority.

This role is ideal for an operationally minded professional who enjoys creating clarity, consistency, and efficiency across complex business processes while driving measurable organizational improvement.

Core Competencies

• Process Standardization
• Business Process Analysis
• Project Management
• Change Management
• Cross-Functional Collaboration
• Operational Excellence
• Documentation & Knowledge Management
• Data Analysis and Performance Measurement

This role is ideal for an operationally minded professional who enjoys creating clarity, consistency, and efficiency across complex business processes while driving measurable organizational improvement.

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