Customer Operations Analyst

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the company’s

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly to serve >1 million customers annually and employ more than 1,500 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview

Colibri is looking for an individual that is hungry for the chance to learn more, humble enough to admit you don't know all the answers, and smart enough to recognize the opportunity. This new opportunity will enhance early professionals’ real-world skills to successfully grow in their career, where process and business acumen are needed to succeed.  As a member of the Continuous Improvements Team, you will have the opportunity to lead projects that will shape the future of key customer experiences at Colibri.  This person will apply his or her skill set and knowledge toward improving processes while leveraging robotic process automation! This is an exciting opportunity to have a true impact on the company by designing and implementing solutions for real challenges facing the business.  

The Customer Operations Analyst will play a critical role in optimizing the strategic execution of key business initiatives and empowering the Colibri team through continued growth. The ideal team member will leverage and enthusiastically increase their experience with process (Lean Six Sigma), business solutions, project management and robotic process automation to continually improve the execution of cross-functional processes and projects. This individual will have exposure to a variety of roles across our team and work closely with leadership. Reporting to the Sr. Director of Customer Operations.

• Build and optimize key cross-functional business processes that improve efficiency, enhance organizational effectiveness, and fuel growth.  
• Diagnose pain points in existing cross-functional processes and design solutions to address.  
• Align on proper ownership and fluidity of hand-offs across functions of the team.  
• Develop training and reference materials that define steps, tool involvement, and cross-functional connection points in key business processes.  
• Strategically evaluate systems and solutions to support business operations and enhance project execution. 
• With a focus on robotic process automation, identify key areas in which technology can be leveraged to support processes, optimizing connection across the business and its existing systems.  
• Vet solutions while weighing a variety of priorities and requirements, and support implementation of the solution across the team.  
• Partner with leadership to implement change management strategies that address cross-functional needs, communicate key messages, and provide team support.  
• Continually identify pain points and analyze potential solutions for improved effectiveness. 
• Process automation business analysis – The candidate will have opportunity to help identify requirements for new automations or enhancements and maintain and/or implement automation solutions. 
• Projects and Responsibilities: Customer Operations support – The Continuous Improvements team is focused on several processes for re-design. The candidate would be included in research, process modeling, value stream development, and other business process management tasks.  
• Data analytics - Affinity for measuring what matters and tracking progress. 

• The ideal candidate will have a passion for process and documentation, with strong organizational skills and a critical-thinking mindset.
• We are looking for someone who is detail-oriented, an effective communicator (both written and verbal), and eager to learn tools such as MS PowerPoint, Lucidchart, and HelpSystems (Fortra). The candidate should also be open to completing Lean Six Sigma Yellow Belt training if not already certified.
• While an understanding of Agile methodologies is a plus, it is not required. Exposure to Business Process Management is also beneficial.

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!