Operations Analyst

About Phaedon

At Phaedon, we are revolutionizing how companies engage with their audiences and are passionate about sparking participation to drive growth for both our clients and our employees. Phaedon is a data-driven, tech-enabled marketing organization with a breadth of capabilities that go beyond our competitors and redefine traditional industry archetypes. We have a history of delivering game-changing results for notable brands across advanced analytics, loyalty technology and services, marketing communications, and experience transformation to bring intelligent imagination and solve our clients’ biggest business and brand challenges. And every role at Phaedon has an integral part to play in fulfilling this vision.

About the Role:

As an Operations Analyst at Phaedon you will be responsible for issue research and resolution, research projects, technology enhancements and monthly system releases, as well as ad hoc projects as assigned. The Operations Analyst understands the client’s business goals and works with agency resources to ensure those goals are met. This team member is the first line of contact or defense when incidents or requests arise. Acting as a liaison between the account leadership or client and internal disciplines, you will be the agency driver that works to keep the deliverables moving along while providing customer service to the client. To be effective in this role, it requires strong organization skills, system/technology aptitude, relationship building skills, and meticulous attention to detail.

Essential Duties/Responsibilities:

• Manage client’s issue triage, issue resolution, status meetings, and running high level reports
• Management of Service Level Agreements, monthly reporting and internal audit tasks
• Daily Processing – file management, fulfillment, research and reporting, email deployment support
• Coordinate certificate updates between client and internal business teams
• Production and execution: making sure things get done on time, on budget with no errors
• Internal project management
• Research: competitive information, trends, case studies, etc.
• Participate and/or leads appropriate client status meetings
• Work with client and internal teams to groom backlog of tickets for prioritization
• Create new feature documentation describing feature for client UAT and for ongoing production support
• Prepare and lead live demos with client for new features
• Create and tune client SQL queries
• Monitor performance dashboards
• Create and update tickets within the ticket management system (JIRA)
• Create and maintain Operation process documentation

Location:

This role is based out of our office in the Designer’s Guild building in the heart of Minneapolis' North Loop neighborhood. We embrace a hybrid model with three in-office days per week to ensure a mix of collaboration and flexibility to support our employees' success.

Basic Qualifications:

• BA/BS Degree in communications, Marketing or Advertising
• 1-3 years of experience in marketing, marketing operations, technology
• SQL experience or willingness to learn
• A sincere interest, if not passion for ideas and marketing communications
• Strong interpersonal communication skills, both verbal and written
• Career-minded, professional demeanor and poise
• Strong attention to detail/follow-through
• Self-starter/self-motivated
• Resourceful, demonstrated problem solving skills and creativity
• Ability to multi-task and prioritize
• Ability to work confidently and accurately with numbers
• Technology literacy – Internet proficiency, Microsoft Word, Excel, and PowerPoint

What we Offer:

We value our employees and demonstrate this through our comprehensive benefits offering including medical/dental/vision coverage, comprehensive paid time off, paid holidays, paid parental leave, retirement savings plans, and more.

Pay Range:

The pay range for this position is estimated to be: $60,000 - $90,000 per year/hr

There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

Phaedon is an equal opportunity employer, and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational workload.