Senior Service Enablement Analyst - Remote Eligible

Service Enablement Analyst

The Service Excellence team is seeking a highly motivated and engaged Service Enablement Analyst who will help equip our Service teams with innovative tools to deliver exceptional live service. This role will support Member Services, Broker Services (including Programs Ops), and Member Advocates, facilitating the implementation and adoption of tools, technologies, and best practices that improve the member and broker experience. This role will work collaboratively with business partners and stakeholders across Service. The ideal candidate will have a deep understanding of Service workflows, a demonstrated curiosity about new tools and technologies, experience coaching others, and exposure to project work.

The Service Enablement Analyst will report to the AVP, Service Excellence and is open to both hybrid and remote candidates.

What you will do:

• Develop and execute strategies to scale new technologies across Service, partnering with Service leaders to ensure adoption and maximize impact.
• Continue to build out AI-enabled live service capabilities through Cresta, optimizing existing tools and expanding capabilities across Service.
• Deliver insights on adoption/usage of emerging technology tools, service interaction trends, and call quality wins and opportunities.
• Develop rules-based guidance for live service interactions through Cresta and other tools.
• Oversee execution of member and broker chat, including staffing, reporting and analysis, change management, and process design.
• Lead projects to continue to improve our ability to expertly, efficiently serve members and brokers in the channel of their choice (e.g. chat, SMS expansion, etc.).

Position requirements:

• Experience managing projects, monitoring progress, and driving accountability
• Ability to interpret data and identify trends to create actionable insights
• Capacity to execute on multiple projects simultaneously and adapt to a fast paced and dynamic environment
• Strong collaboration, influencing, and communication skills, with the ability to work effectively with leaders at all levels of the organization
• Operates with empathy, creativity, and an eagerness to fulfill PURE's service commitments
• Consistently demonstrates PURE principles
• Direct leadership experience preferred
• Bachelor's degree preferred

The base salary for this role can range from $65,000 to $80,000 based on a full-time work schedule. An individual's ultimate compensation will vary depending on job-related skills and experience, geographic location, alignment with market data, and equity among other team members with comparable experience