Business Operation Analyst

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.

When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

About the role:

The Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreement. This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen Digital’s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.

This role will process new and existing customer requests that require efficient and precise manual intervention in delivery of services while ensuring member request are well documented and advanced within the performance guidelines.

Key Responsibilities:

Manage translation and advancement of incoming member request within strict SLAs.

Respond in a timely and effective manner to member request/queries in the SFDC tool

Identify, analyze, and interpret trends or patterns in complex data sets

Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision

Able to identify and report patters in system and process deviations to management

Remain updated with changing products, services, and marketing promotions

Display adaptability to programs and policies

Display sound problem-solving and deductive reasoning skills

Display analytical thinking, organizational skills, and multi-tasking capabilities

To ensure that you can achieve, you are expected to always be up to date with NortonLifeLock policies and procedures and the functionality of our products. We also expect you to show the highest commitment to our customers and the NortonLifeLock brand.

You will manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.

About You:

Self-directed and self-motivated – able to work independently on a variety of tasks.

Must be well organized and able to effectively manage own time

Must possess excellent communication skills, including verbal, written, interpersonal and coaching

Ability and desire to multitask and function in a fast-paced support environment

Demonstrated ability to think critically and analyze and interpret data independently

Sense of urgency in performance of duties

Interpersonal skills that promote a collaborative and productive.

Effective and efficient written and oral communication skills.

Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.

Ability to follow and abide by all information and security policies and practices.

High School Diploma, Bachelor’s degree preferred

Min. 1 – 2 years Customer Service experience

What's Next...

After you submit your application, you can expect the following steps in the recruitment process:

TA Call

Technical Interview

Final Interview - Hiring Manager (Virtual or face-to-face)