Senior Operations Analyst

ABOUT

THE ROLE: The Senior Operations Analyst role involves collaborating with various teams, including member support, financial crime, finance, tech, product, and external suppliers. He/she will be supporting the achievement of business goals while living Tide values: putting members first, working as one team, and being data-driven. Tasks for the Senior Operations Analyst include, but are not limited to: Ensuring smooth operation of processes relevant to the area. Defining appropriate performance monitoring metrics, monitoring them and reporting on the performance of existing processes. Analysing operational performance, understanding the root cause of sub-optimal processes and taking required actions where necessary. Updating and optimising processes that are clearly defined and documented. Monitoring of proprietary and partner SLAs, reporting deviations. Owning and delivering projects, including cross functional and across various business units. Being a point of contact for our member support team and acting as level 3 support. Dealing with escalations on product performance. Supporting Product managers to manage cross functional technical projects. Providing feedback from members to Product managers and helping develop products in the way members will get the best value and experience out of the products. Helping implement solutions to incidents in the area. WHAT WE ARE LOOKING FOR: You’ve spent at least one year in Operations/Project management role or at least two years in a customer service role. You are proactive, resilient and pay attention to details – you’ll need to enjoy the challenge of improving processes and always be on the hunt for the next problem that needs to be fixed! You are organised, systematic and able to collaborate with team members whilst delivering on multiple pieces of work at the same time. You are analytical and see data as a crucial part of decision-making, but know when to stop analysing and start acting. You can handle business analytical tools, such as Excel, SQL and Looker. You are okay with ambiguity, and enjoy working in a complex, technical industry. You’re a capable communicator: able to get into the details troubleshooting an issue with a technical team one moment, and communicating your work to business audiences in another. WHAT YOU’LL GET IN RETURN: Salary: €25,200.00 - €31,500.00 Remote-first work setup with flexibility to work from anywhere in Bulgaria. Performance-based incentives. 25 days of paid annual leave 3 additional days for volunteering and learning Private Health Insurance Mental Health Support Platform Company Sponsored Multisport Card Family and Friendly Leave (according to statutory) Personal L&D budget TIDEAN WAYS OF WORKING At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams. While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. TIDE IS A PLACE FOR EVERYONE At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard. Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: Tide does not charge any fees at any stage of the recruitment process. All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. Communication from Tide will only come from an official @tide .co email address. Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected] Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process. Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy . Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice .

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