Operations Analyst

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

General Summary:

The Operations Analyst is responsible for operational support, in-depth analysis, and reporting of Customer Experience projects and CX Technology processes. This includes supporting a variety of functional groups by auditing customer-impacting processes based on customer feedback, working to maintain and create initiatives to increase the productivity and efficiency of customer experience functions, and supporting CX Technology platforms.

Essential Job Functions:

Business Analysis & Stakeholder Management

• Engages with departments to identify pain points, KPIs, and data needs;
• Gathers, documents, and translates business requirements into clear analytical deliverables and technical data analysis tasks;
• Acts as a liaison between functional areas, CX Technology stakeholders, and vendors to resolve system issues, coordinate changes, and support enhancements;
• Leads and facilitates program-related meetings and document status utilizing meeting notes and the project schedule, with a focus on technology-driven initiatives;

Systems Administration & Technical Support

• Creates and maintain imports and integrations into NPS/experience measurement platforms (e.g., Nice Satmetrix) for surveys and related customer data;
• Maintains the internal phone system (auto-attendants, call routing, basic configurations);
• Manages support tickets for workflow tools and phone systems;
• Participates in an on-call rotation for after-hours technical incidents and outages;

Governance, Compliance & Quality Control

• Understands and complies with telecommunications policy, laws, and regulations as applicable to the job duties;
• Maintains documentation and controls to meet audit standards;
• Establishes and maintains audits specifically for Customer Experience processes;
• Monitors system performance and compliance metrics that impact NPS (Net Promoter Score);

Documentation & Project Lifecycle

• Writes clear and concise processes and procedures while maintaining process documentation, user guides, and change history for CX Technology systems and operational workflows;
• Assists in launching Customer Experience and CX Technology-related programs and initiatives, including testing, documentation, and training support;
• Tracks project milestones and escalating risks or delays to leadership;
• Performs all other related duties as assigned by the Manager, CX Technology or Director-level leadership.

Knowledge, Skills, and Abilities:

• Knowledge of the telecommunications industry, operations, technology, and equipment;

• Solid understanding of data concepts, including KPIs, data relationships, data quality, and metrics tracking;
• Strong understanding of data analysis techniques and best practices;
• Knowledge of eLation, Salesforce, and Satmetrix;
• Knowledge of Agile or Scrum methodologies;
• Basic understanding of SQL and data warehousing concepts;
• General knowledge of Customer Service, Quality Compliance, or Operations team processes;
• Familiarity with data modeling and working with structured datasets;
• Skill in gathering and analyzing business requirements, then translating them into actionable insights;
• Ability to communicate effectively and use interpersonal skills to engage with diverse business functions and all levels of management;
• Skill in technical writing for documentation, process clarity, and executive-level presentations;
• Strong data storytelling skills to present complex information clearly;
• Ability to work with curated datasets to build meaningful analyses and perform advanced reporting;
• Ability to review, test, or create reports, tools, and processes for maximum efficiency;
• Ability to work independently, pay close attention to detail, and maintain high levels of accuracy;
• Ability to work under pressure and meet critical deadlines;
• Ability to exercise sound judgment, solve problems with decorum, and make decisions consistent with job responsibilities;
• Ability to work in cross-functional or matrixed teams.

Education and Experience:

Bachelor's degree in Business Analytics, Business Administration, Data Science or equivalent and three years of experience in telecommunications, IT services, or other technology industry preferred.

Advanced proficiency with Excel is required.

Certifications: Power BI certification is a plus.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!