Operations Data Analyst (Salesforce) in Marysville, OH at ScottsMiracle-Gro

Date Posted: 3/24/2021

Job Snapshot

Job Description

Here at Scotts Miracle-Gro there is no such thing as a typical day.  Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

Job Overview:

The Operations Data Analyst is responsible for using consumer data and feedback to provide actionable intelligence which will lead to informed critical business decisions, improved agent performance and enhancement of the consumer experience. This individual will create and analyze complex reports and dashboards (Salesforce, TalkDesk and other business systems), help define KPIs, and do research analysis for current and future business objectives. Additionally, this position will have responsibility for administration of the Consumer Services Salesforce platform, including user account provisioning, maintenance and optimization of the user interface and report and dashboard creation. This position will report directly to the Consumer Services Operations Manager and will interface with all CS employees as well as business partners at various levels across many other areas within Scotts Miracle-Gro; namely IT, R&D, Supply Chain, Analytics, Brand Ambassadors and Marketing.

Responsibilities and Duties:

  • Create and maintain reporting and dashboards in order to highlight and analyze Contact Center KPIs and agent performance

  • Use existing performance data along with identified departmental goals to help ensure maximum performance and inform decisions related to hiring, scheduling and workload

  • Gather feedback, analyze department needs, and translate into functional requirements and specifications for future implementations of processes, procedures, products, and tools

  • Identify and execute on appropriate technological solutions in order to share relevant data across systems (i.e. telephony, CRM, websites, etc)

  • Provide analytical support and reporting for Consumer Services and affiliated business partners, partnering with analytics resources across the business to identify where to capture relevant data

  • Use reporting to identify trends, anomalies and opportunities and develop concise business recommendations suitable for presentation at all levels of the organization.

  • Advocate for informed, data-driven decision making

  • Oversight for Salesforce CRM within the Consumer Services group, including, but not limited to: data management and migration, configuration of complex custom objects, fields, workflows, approval processes, rules, triggers etc; creation and maintenance of user accounts

  • Develop new reports, dashboards and other functionality that will serve to drive and expand the usage and effectiveness of Salesforce CRM within the department

  • Participate in development of training content development - both administrator and end-user - to drive business adoption during project roll out

Minimum Qualifications:

  • 2-4 years working within the Salesforce environment; Salesforce Administrator Certification (Required). Experience in Service Cloud Lightning console a plus

  • Proficient in Tableau and Salesforce Einstein (Required)

  • Experience writing SQL queries and Salesforce Object Query Language (SOQL) (Required)

  • 1-2+ years of Contact Center Operations, with at least a full year of analytics experience, serving as a subject matter expert for technology solutions, dashboards, metrics/KPI’s (Preferred)

  • Strong understanding of data structures and data modeling are a must.

  • Demonstrated ability to navigate complex organizational structures, working and communicating with business partners at all levels

  • Excellent verbal, written, and presentation communication skills

  • Proven ability to execute projects quickly and accurately; demonstrating a “get things done” mentality

  • Natural inclination for Learning Agility - unabashed question asker; willing to learn new skills for the task at hand

What we do for you (just to list a few cool ones):

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.

  • Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.

  • Nutrition reimbursement program (up to $200 per associate and per spouse)

  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!

  • First day of hire, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).

  • Our commitment to diversity and inclusion includes employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and GroPride Network, Scotts Young Professionals.

  • 12 SMG paid holiday days and generous vacation policy.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.