PURE is hiring a Senior Service Enablement Analyst to empower our Service teams with the tools and strategies needed to deliver an exceptional live service experience. In this role, you will partner with leaders across Member Services, Broker Services, and Member Advocates to implement and optimize new technologies and best practices.
What You'll 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.
- Deliver insights on adoption and 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 improve our ability to expertly and efficiently serve members and brokers in their channel of choice.
What We're Looking For
- 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.
- Operates with empathy, creativity, and an eagerness to fulfill PURE’s service commitments.
- Consistently demonstrates PURE principles.
Nice to Have
- Direct leadership experience.
- Bachelor’s degree.
Technical Stack
- Cresta
Team & Environment
This role reports to the AVP, Service Excellence and works collaboratively with business partners and stakeholders across the Service organization.
Benefits & Compensation
- Compensation range: $65,000 to $80,000.
Work Mode
This is a hybrid position.
PURE is an equal opportunity employer.
