Better Business Bureau (BBB) serving the Heart of Texas ยท 16 hours ago
Business Analysis Manager
Austin, TX
Full-time
Onsite
Mid, Senior Level
$78K/yr - $78K/yr
2+ years expBetter Business Bureau (BBB) serving the Heart of Texas is an award-winning organization recognized for its positive work environment. The Business Analysis Manager role involves leading a team to analyze customer data and improve operational efficiency, ensuring a better customer experience and long-term engagement with BBB services.
Consumer Services
No H1B
Responsibilities
Lead daily operations of the Business Analysis team, including hiring, training, coaching, and performance management
Cultivate an engaged, high-performing team environment
Manage escalated issues, ensuring prompt resolution before escalating to leadership
Mentor and develop team members through performance evaluations, one-on-one development plans, coaching, and addressing growth opportunities and disciplinary needs
Assist with interviewing, onboarding, and integrating new staff, ensuring alignment with organizational goals and staffing needs
Map and maintain end-to-end customer journey models for both consumers and accredited businesses
Analyze acquisition, onboarding, engagement, retention, and renewal processes to identify friction points
Conduct Research to understand customer motivations, needs, satisfaction drivers, and reasons for disengagement
Partner with Accreditation, Operations, Dispute Resolution, and Marketing teams to evaluate workflows and recommend process improvements
Identify opportunities to streamline internal operations and improve response times, communication, and service consistency
Support pilot testing new initiatives and measuring outcomes
Provide insights into strategic planning, budgeting, and program development
Collaborate on cross-functional projects related to customer engagement, service quality, and accreditation value
Facilitate stakeholder workshops, requirements gathering sessions, and data-driven discussions
Perform additional tasks as requested by BBB Leadership
Qualification
Required
Strong analytical and critical thinking skills, with the ability to evaluate data, identify patterns, and make informed decisions
Customer-centric mindset, demonstrating a commitment to understanding and meeting the needs of internal and external stakeholders
Project and process management skills, including the ability to plan, prioritize, and execute tasks efficiently
Effective collaboration and cross-functional communication, fostering teamwork and alignment across departments
Advanced problem-solving and innovation abilities, with a proactive approach to identifying solutions and improving processes
High attention to detail, ensuring accuracy, consistency, and quality in all work outputs
Bachelor's degree in Business, Data Analytics, Economics, Information Systems, or related field
2+ years of experience in business analysis, customer experience analysis, operations analysis, or a similar role
Strong analytical skills with experience using Excel, SQL, or BI tools (Power BI, Tableau, Looker, etc.)
Excellent written and verbal communication skills, with the ability to present insights to non-technical audiences
Experience translating complex data into practical solutions
Preferred
Experience managing or leading teams in a collaborative environment
Experience in nonprofit, membership-based, or accreditation-focused organizations
Familiarity with CRM platforms (e.g., Salesforce, Dynamics, or BBB-Specific systems)
Understanding of customer lifecycle frameworks, user behavior analytics, or service design
Benefits
Flexible 40-hour schedule
Medical and additional benefit packages are available.
Group rates for health, dental, and vision coverage for dependents.
Tax-free Flex Spending Account/Health Savings Account
401(k) retirement plan with a 5% match and immediate vesting.
Free Employee Assistance Programs
11 paid holidays!
Company
Better Business Bureau (BBB) serving the Heart of Texas
Vision: an ethical marketplace where buyers and sellers trust each other. Mission: to be the leader in advancing marketplace trust.
Founded in 1912Austin, Texas, US
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tiffen Eshpeter
Chief Operating Officer
Devin Benavides
Director of Partnerships and Community Engagement
Company data provided by crunchbase