Sr Customer Care Operations Analyst at Illumina, Inc. in San Diego, California

Job Description:

Summary:   This role will be responsible for providing business partnership to the AMR Customer Care Organization whose mission is to drive customer experience optimization through transactional process excellence, order management and service execution. The ideal candidate will have strong analytical skills, attention to detail, excellent communication skills (written and verbal) and ability to proactively uncover opportunities to streamline and standardize day to day tasks and operations. This role will interact with all levels of the Customer Care team from representatives to leadership and will need to align their approach to effectively support each level of the organization. This position is an internal position and requires minimal travel. 

Preferred Education/Background:  Must have a B.A. or B.S., technical field preferred but not required. 

Essential Duties and Responsibilities include but are not limited to:

• Build relationships and act as a business partner to AMR Customer Care Organization.


• Provide key analytics support including; ad hoc report generation, data visualization tool training, development of regular analysis and QBR materials.


• Administration of Customer Care digital tools (Five 9, Quickbase, Power app, SFDC Dashboards).


• Lead trouble shooting, and root cause analysis to drive clarity and improvements to key operational processes.


• Improves efficiency and effectiveness of current operational workflows by gathering requirements to deliver enhancements across technology stack including SAP, SFDC, MyIllumina (Digital Ordering Channel).


• Liaises with Global Customer Care Analyst and Regional Comm Tech to ensure alignment on desired enhancements cataloged in GIS ticketing system.


• Support master data requirements to enable successful B2B order channel utilization for customer and internal stakeholders.


• Conducts headcount sizing analysis to ensure team is positioned to support needs of business partners and customers.


• Develop and deliver process or training documentation for key reports, tool enhancements or process improvements as requested.


• Perform other duties as required.

Preferred Experience & Skills:

• Successful track record in Commerical Operations, Customer Care, or a related commercial support role preferred.  Exposure to order management process and technology a plus.


• 3-5 years of direct work experience, related industry a plus but not required.


• Background supporting various business partners with a focus on analytics and/or operational excellence.


• Effectively and concisely communicates complex topics with strong written and verbal communication skills.


• Self-guided in identification, prioritization and execution of deliverables and projects.


• Demonstrated ability to multi-task, work in team settings, and work independently when required.


• Strong analytical, organizational, problem solving, critical thinking and project management skills


• Possess an open, flexible, and positive can-do attitude with strong interpersonal skills


• Strong attention to detail and commitment to deliver quality work in a timely manner with competing priorities.


• Self-motivated with a desire to innovate and improve on current state.


• Thorough knowledge of Microsoft Office and Outlook and an innate ability to navigate through new software applications. Experience with SAP and Salesforce.com a plus.

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

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