Associate Manager, Business Analyst

This is a fully remote position, open to applicants in Arizona, +27 more states.

📋 Description

• Act as the main point of contact for designated clients.

• Collaborate with client leadership and internal stakeholders to address operational and customer-related issues.

• Manage and coordinate client escalations, exception handling, and unique account cases.

• Create and present operational and performance reports, covering KPIs, financial statistics, and project status updates.

• Oversee performance trends and ensure contract deliverables align with client agreements and service expectations.

• Record recurring issues, identify underlying causes, and suggest process or system improvements.

• Assist in maintaining document imaging, case management, payment processing, and correspondence platforms.

• Resolve hardware and software issues in collaboration with Information Technology and operational teams.

• Oversee user acceptance testing and validation for system upgrades, enhancements, and client modifications.

• Adjust systems and workflows according to client contractual needs and business requirements.

• Develop and implement payment processing solutions, and facilitate file layout changes, data integrations, and reporting requirements.

• Coordinate the onboarding process for new clients, including business rules, system configuration, process mapping, and implementation support.

• Create and maintain documentation for business processes, reporting methodologies, and system workflows.

• Work together with Finance, Operations, Collections, and Technology teams.

• Aid in business continuity planning, business resumption, and impact analyses.

• Examine operational inefficiencies, system error trends, and workflow gaps to propose enhancements.

• Handle user access and security requests.

• Represent the organization with professionalism and integrity in dealings with clients, consultants, and internal partners.

• Assist with special projects and strategic initiatives as assigned.

⛳️ Requirements

• Proven experience in business operations analysis, payment processing, lockbox operations, or client support environments.

• Experience in managing customer or client escalations and presenting findings to leadership.

• Familiarity with supporting or configuring document imaging, case management, or payment processing systems.

• Understanding of system integrations and process workflow design.

• Proficient in reporting tools and capable of analyzing performance metrics.

• Preferred ability to create queries and analyze data results.

• Strong knowledge of business process documentation and requirements gathering.

• Proficiency in Microsoft Office applications such as Word, Excel, Outlook, and PowerPoint.

• Experience with Databricks, API, Confluence, and JIRA.

• Excellent analytical, problem-solving, and critical thinking skills.

• Strong written and verbal communication abilities.

• Capacity to manage multiple priorities and projects concurrently.

• Effective collaboration skills and the ability to engage with technical and operational teams.

• Self-sufficient with minimal supervision.

• Professional judgment and discretion when dealing with sensitive client or operational information.

• Ability to convert operational requirements into technical terms.

• Detail-oriented and naturally curious.

• High School Diploma or GED from an accredited institution is mandatory.

• 3-5 years of experience in business operations and system expertise, including client-facing operational analysis, system support, and process optimization.

• 3-5 years of experience in transportation, financial services, parking, tolling, or permitting is preferred.

• Candidates must reside in one of the listed eligible states or D.C.

• Candidates must be legally authorized to work in the United States without current or future sponsorship requirements.

🏝️ Benefits

• Performance-based incentives.

• Medical, Dental, & Vision Insurance.

• Healthcare & Dependent Flexible Spending Accounts (FSA).

• Health Savings Account (HSA) with Employer Contribution.

• Company Paid Life and AD&D Insurance.

• Company Paid Short- & Long-Term Disability.

• Employee Assistance Program (EAP).

• 401(k) with Employer Match (Traditional/Roth/Safe Harbor).

• Paid Time Off.

• 10 Company Holidays.

• PTO Accrual.

• Sick Time Accrual.

• Parental Leave.

• Jury Duty.

• Military Leave.

• Bereavement.

• Life and AD&D Insurance for Employees/Spouse/Child(ren).

• Critical Illness Insurance.

• Accident Insurance.

• Dependent Care Flexible Spending Account (DCFSA).

• Remote work environment.

• Opportunities for upward mobility.

• Some travel is required.