Revenue Operations Analyst in charge of forecasting and analytics for North America Commercial and SMB. Designing and deploying dashboards with Tableau and Salesforce to improve business processes.
About the role
- Lead for the FedNow Operations team at the Federal Reserve ensuring operational excellence and service reliability while driving team development. The role involves strategic oversight of instant payment service operations.
Responsibilities
- Develop and maintain deep expertise on the FedNow Service, staying abreast of industry trends and best practices
- Facilitate high pressure troubleshooting calls with customers on Production issues
- Ensure the continuous 24/7/365 seamless operation of the FedNow instant payment service
- Independently identify gaps within the FedNow ecosystem and proactively propose solutions
- Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning, innovation, and operational excellence
- Collaborate with cross-functional teams to enhance service delivery, resolve complex issues, and drive strategic initiatives
- Translate strategic priorities into actionable operational plans, ensuring alignment with organizational goals
- Identify and implement process improvements to enhance the efficiency and reliability of the FedNow Service
- Develop and implement metrics and reporting frameworks to measure and communicate operational performance
- Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery
- Represent the FedNow Operations team in leadership forums and strategic initiatives, advocating for the team’s needs and contributions
- Maintain an unwavering commitment to delivering a world-class, end-to-end customer experience
- Develop knowledge documentation, training materials, and automation ideas to improve customer experience
- Demonstrate flexibility and adaptability to support organizational growth through multiple roles.
Requirements
- Bachelor’s degree with 10+ years of relevant work experience; or 15+ years of relevant work experience
- Experience leading teams within 24*7 support operations for a large enterprise
- Experience leading support operations for a cloud-based Service (preferred)
- Demonstrated ability to inspire, mentor and motivate analysts on high-performing teams
- Experience leading through ambiguity and complexity in a rapidly evolving environment
- Track record of leading inclusive teams where diverse perspectives are valued
- Experience fostering accountability while maintaining psychological safety
- Proactively faces difficult issues and supports others who do the same
- Strong analytical and problem-solving skills with a demonstrated ability to quickly gather, analyze, and synthesize information
- Initiative and innovation toward improving customer experience leveraging cutting edge technology
- Strong organizational and time management skills
- Ability to work in a demanding environment and handle multiple competing priorities.
Benefits
- The Federal Reserve Bank of Boston is committed to provide equal employment opportunities.
- All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
- For this job, any offer of employment is contingent upon successfully passing a two-phase security screening.
- The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
- The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position.
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