Sr. Analyst Member Operations Automation

Recruiter: Daniel Chacon
Reports to: Rocio Monroy
Site: This position is available in Las Fuentes, Tlaquepaque

The Role:

​​The Member Operations Automation Analyst plays a key role in ensuring efficiency and reliability of customer service operations by developing, maintaining, and administering Intelligent process automation solutions within the area. This position is responsible for analyzing operational processes, identifying automation opportunities, and ensuring robots are effectively implemented and sustained to support service quality, reduce manual effort, and enhance customer experience.​ 

How you'll make an impact:

• Identify, analyze, and document customer service processes to determine opportunities for automation, efficiency, and error reduction. Develop detailed process maps and workflows.
• Design, develop, test, implement, and maintain IPA robots that support service operations. Monitor performance, troubleshoot issues, and ensure continuity of automated processes.
• Lead and manage automation projects from inception to completion, ensuring timely delivery and alignment with business objectives.
• Collect, analyze, and interpret data to support decision-making and measure the impact of automation initiatives. Provide regular reports and insights into management.
• Administer and maintain the automation environment, including scheduling, updating, and controlling bots for consistent and reliable execution
• Act as first point of contact for operational issues related to bots. Resolve incidents promptly and escalate when necessary to minimize service disruptions.
• Stay updated on new automation capabilities, industry best practices, and opportunities to optimize or expand the automation landscape within Customer Service Operations.​

Team Dynamics:

• Daily interaction with Member Operations teams to understand needs and ensure smooth execution of bots.
• Communication with GTS, and Automation CoE for integration, troubleshooting, and governance.
• Collaboration with Managers and Directors to align automation initiatives with service goals. 

Leadership Supervisory Responsibilities:

• N/A
   

Qualifications For Success:

Education:

• Bachelor’s degree in business administration, Engineering, IT, or related discipline.
• ​English level B2.​

Experience:

• 2–5 years in process improvement, RPA development, or operations automation, preferably within a customer service or shared services environment
• Proficiency in automation tools and technologies (e.g., RPA tools like UiPath, Blue Prism; AI/ML frameworks) and business process modeling techniques and tools (e.g., BPMN, Visio). 
• Excellent verbal and written communication skills. Ability to clearly convey technical information to non-technical stakeholders 
• Experience in Customer Service processes (knowledge of Member Operations process). 

Skills/Certifications:

• RPA certifications (Citizen developer).
• Lean Six Sigma (Yellow belt) desirable.