Operations Analyst

Operations Analyst

Schedule: Hybrid

Hours: 8:00 AM – 5:00 PM or 7:30 AM – 4:30 PM

In Office: Tuesday – Thursday

Remote: Monday and Friday

Position Summary

We are seeking an analytical and detail-oriented Operations Analyst to support a Quality Assurance & Training team.

This position is responsible for analyzing operational data, monitoring key performance indicators, preparing reports and presentations, identifying trends, and recommending process improvements. The Operations Analyst will work closely with management and internal teams to ensure data accuracy, evaluate operational performance, and support business intelligence and continuous improvement initiatives.

The ideal candidate will have strong analytical, reporting, and problem-solving skills with the ability to translate complex data into clear, actionable recommendations.

Key Responsibilities

• Prepared accurate daily, weekly, monthly, quarterly, annual, and ad-hoc operational reports.
• Analyzed performance data to identify trends, variances, operational issues, and opportunities for improvement.
• Developed charts, graphs, dashboards, and other visual aids for reports and presentations.
• Presented findings and recommendations to managers and other stakeholders.
• Monitored key performance indicators and operational efficiency across business units.
• Conducted quality analysis, audits, and data reviews to ensure accuracy and compliance.
• Researched operational issues, established facts, identified root causes, and recommended solutions.
• Assisted management with the development and implementation of corrective action and process improvement plans.
• Performed database and statistical analysis to evaluate performance, resource utilization, costs, satisfaction levels, and operational outcomes.
• Supported business intelligence reporting initiatives and assisted with ad-hoc data requests.
• Gathered and analyzed qualitative and quantitative information to investigate data variances.
• Developed assessment tools and summarized findings for management.
• Collaborated with departments, contractors, vendors, and management to address operational and quality-related issues.
• Maintained performance improvement statistics and reporting for Operations business units.
• Provided clear and accurate information to internal and external customers.
• Assisted with training and cross-training employees on procedures and processes as needed.
• Stayed current on industry trends, technology, reporting methods, and analytical best practices.
• Performed additional duties as assigned by management.

Minimum Qualifications

• Bachelor's degree from an accredited college or university in Business Administration, Public Administration, Operations, or a related field; and/or
• At least 3 years of related hands-on experience in operations or a similar area.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication and presentation skills.
• Ability to analyze issues from multiple perspectives and recommend effective solutions.
• Ability to prioritize multiple projects and meet deadlines.
• Ability to work independently as well as collaboratively within a team.
• Strong customer service and interpersonal skills.
• Proficiency with Microsoft Office Suite, including Excel and Access.

Preferred Qualifications

• Bachelor's degree combined with at least 3 years of advanced data analysis and operations support experience.
• Experience performing operational analysis within a government environment.
• Advanced Microsoft Excel skills, including data manipulation, reporting, visualization, and graphical report development.
• Experience with SQL.
• Experience with scripting or data analysis tools such as Python or R.
• Experience using Tableau or similar business intelligence/reporting tools.
• Strong report design and data visualization skills.
• Experience translating complex data into clear reports and presentations for leadership.
• Experience identifying and developing data requirements based on reporting objectives.
• Previous experience in tolling, transportation, or transit operations.
• Ability to work both remotely and onsite as required.

Core Competencies

• Data Analysis & Reporting
• Operational Performance Analysis
• Quality Assurance & Auditing
• KPI Monitoring
• Process Improvement
• Data Visualization
• Research & Problem Solving
• Business Intelligence Reporting
• Advanced Excel
• SQL
• Tableau
• Python or R
• Presentation & Communication Skills
• Time Management
• Customer Focus
• Cross-Functional Collaboration