Sr. Customer Care Operations Analyst

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

• Partner with customer care on generating reports, analytic tool training, ad hoc leadership requests business analysis and QBR support
• Administration of customer care tools (examples: Five 9, Quickbase, SFDC Dashboards)
• Support regional activities related to DCP sales, service, SAP, Myillumina, and other enhancement workstreams impacting customer care. Responsibilities include capturing requirements, prioritization support, ticket logging and management, communication, and coordinate testing to ensure optimum outcomes
• Account determination to support B2B enablement, sales reporting and opportunity accuracy.
• Liaises with global Customer Care Operations and regional counterparts.
• Support Customer Care leadership with sizing analysis to determine headcount needs by role, region or district. (e.g., CS, FSOP, and North East, South etc. )
• Supports customer care in trouble shooting, and analysis deep dives to drive clarity and process improvements.
• Deliver or develop process or training documentation in support of customer care reports, tool enhancements or process improvements as requested
• Performs other duties as required

• Commercial Background: Knowledge of commercial operations and customer care processes
• Self-driven with a desire to learn.
• Systems and Tools Savvy: Working functional knowledge of SAP, SFDC, Tableau, BI (Cognos a plus) MS Office (Word, Excel, Visio, Outlook).
• Process Oriented: Methodical, practical, analytical with good project management skills.
• Collaborator and Team Player: Strong cross-team collaboration skills.
• Communicator: Excellent presentation and written skills with ability to correspond at multiple levels of management required

The estimated base salary range for the Sr. Customer Care Operations Analyst role based in the United States of America is: $86,500 - $129,700. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf