About Main Street Hub:

Main Street Hub is the voice of more local businesses than any other company. Utilizing its proprietary technology, the company offers a unique “do-it-for-you” marketing platform that integrates social media, customer reviews, web, and email marketing to help local businesses get more customers and keep them coming back, while saving them valuable time. Their team of dedicated, bright, positive people from all backgrounds is on a mission to create thriving local economies and help merchants and customers discover community.

Backed by leading investors, Main Street Hub was founded in 2010 and has grown to a team of over 600 colleagues in Austin, Texas. Main Street Hub provides an essential service for local businesses and has been named one of the fastest growing private companies in the U.S. by Inc. Magazine, the fastest growing startup in Austin by the Austin Business Journal, and a Top Workplace by the Austin American-Statesman. Main Street Hub currently has more than 10,000 local business customers and has published more than 8 million messages across the web.

For more information on our culture, check out https://blog.mainstreethub.com/why-our-values-matter.

The Opportunity:

Main Street Hub is seeking an experienced systems analyst who thrives in a dynamic, fast-paced environment to join our Operations Excellence team. The Operations Excellence team is laser-focused on continuous process improvement to achieve the best customer experience at scale for our Customer Success, Onboarding and Content Management teams.

On any given day, the Operations Excellence Systems Analyst might be configuring or developing operational system tools, testing a hypothesis, pulling and analyzing data, or partnering across the company to solve a critical issue. We are searching for a detail-oriented, self-directed team player with extensive experience working in a dynamic and collaborative environment, and the proven ability to communicate effectively with technical and non-technical partners at various levels within the organization.

What you'll do:

• Partner with Operations Excellence team members to design technology strategies and implement supporting tools and processes that enable Main Street Hub to launch new product offerings at scale.
• Propose and test hypotheses as you constantly look for new and creative ways to enhance current systems and processes making the right decisions between policy, process, and/or tool changes.
• Manage an intake process to triage and fix system issues as they occur and to prioritize and implement system enhancements based on stakeholder and team alignment.
• Work closely with the engineering team to monitor and continuously improve operational and core system integration points and triggers.
• Represent the Operations organization as a single point of contact and project manager for critical company initiatives as needed.
• Present actionable findings and recommendations to stakeholders, partner with product, engineering, operations stakeholders, and trainers to implement projects and measure results.
• Learn new technologies and technical concepts without always having access to formal training.
• Work closely with internal customers to resolve technical questions or issues quickly and completely.
• Manage multiple projects of varying complexity and priority to successful conclusion.
• Comfortably and thoroughly present technical concepts to audiences with varying technical expertise.
• Provide ad hoc assistance to internal technical teams by sharing product knowledge, researching and answering questions, updating internal documentation, building demos, assisting with technology proofs of concept, and more.

Who you are:

• 2-5 years of operational and data analysis preferably in a customer support operations environment.
• BA/BS required preferably in Math, Data Science, Business Administration, or related fields (applicable experience may be substituted).
• A passion for continuous improvement and process analysis.
• Proven capabilities in design and configuration of Workflow Management and Customer Support Systems, preferably Jira Service Desk.
• Proven capabilities in working with Python, CSS and HTML is a plus.
• Experience in customer journey mapping and analytics.
• Excellent written and spoken communication skills.
• Experience using SQL to query data.
• Comfortable presenting to large internal groups and leadership team members.
• High level of organization and attention to detail.
• Must be creative and comfortable translating business requirements into technical requirements.
• Comfortable working on multiple projects at one time.
• Must work well within a collaborative team environment.
• High level of initiative, passion, and desire to create a world-class experience for customers.
• A proactive attitude to resolve problems and deliver results.
• Ability to thrive in a fast-paced, ever-changing environment.

Benefits:

• Mission-driven, values-based culture.
• Competitive pay and eligibility for stock options.
• 15 days of paid time off, plus holidays.
• 100% paid medical, dental, and vision.
• Paid parental leave.
• 401(k).
• Fun, casual, urban office environment.
• Professional development and experience, including opportunities to grow your career, working for one of the most ambitious companies in Austin.