Jetty is a new financial services company for everyday renters and property managers. We give renters - our Members - easier and more affordable access to rental homes, while helping property managers drive occupancy, reduce costs, and streamline operations. The Jetty Service Operations team is dedicated to ensuring an efficient and empathic experience for every Member and Partner, through every point in their journey with us. As the team’s first business process specialist, you will partner with leadership and cross-functional teams to deliver actionable insights and process improvements that will elevate support operations, and ultimately improve the customer experience. This position is based in our Atlanta office. 

ROLE & RESPONSIBILITIES 

  • Collect and analyze relevant data from a variety of sources, delivering high-impact insights that drive operational improvement 
  • Serve as the liaison between the Service Operations team(s) and Engineering to scope data needs and build a reliable data infrastructure 
  • Determine appropriate metrics, create dashboards, and report regularly to leadership within Service Operations and across the business 
  • Partner with Finance and other cross-functional stakeholders to create forecasts, plans, and processes that balance Member empathy with business needs 
  • Identify trends and make recommendations to improve both the external customer experience, as well as internal workflows 
  • Execute ad hoc data deep-dives and reporting requests as necessary to maintain transparency into the support experience and team operations
  • Lead process optimization sessions, including the mapping and elimination of waste, and maintain documentation on relevant processes 

REQUIREMENTS & QUALIFICATIONS

  • 5+ years experience conducting operational efficiency and/or data analytics work in a technology-focused environment 
  • Strong analytical thinking and problem solving abilities; ability to “work out loud” and iterate for the best solutions 
  • Service orientation and empathy for both external and internal stakeholders 
  • Excellent communication and collaboration skills; able to partner across the organization, influence decisions, and tailor messages for the appropriate audience 
  • Expert level Excel skills. Proficiency in SQL highly preferred, and experience in additional data analysis and business intelligence tools and technologies a strong plus 
  • Foundational experience with operational efficiency best practices and frameworks and a track record of success leading complex projects 
  • Previous experience with Zendesk and/or Salesforce highly preferred
  • Comfort operating independently and with a high sense of urgency

 

About Jetty 

Jetty is a new financial services company for everyday renters. We give renters easier and more affordable access to rental homes, while helping property managers drive occupancy, reduce costs, and streamline operations.

Jetty launched to market in 2017 and is headquartered in New York City, with our products available nationwide. Learn more about Jetty: www.jetty.com

Jetty is firmly committed to building a team as diverse as our Members. We are proud to provide equal employment opportunities for all candidates regardless of race, ancestry, citizenship, sex, gender identity or expression, religion, sexual orientation, marital status, age, disability, or veteran status.

Benefits & Perks 

  • Health, dental, and vision insurance through Aetna & MetLife
  • 401(k) through Betterment
  • Optional life and disability coverage, HSA & FSA
  • 20 days of PTO + 12 holidays, “Jetty Winter Break," and unlimited sick days
  • Generous parental leave policy
  • Paid parking at our office in Ponce City Market
  • Plenty of snacks and coffee

 

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