POSTING DEADLINE

This position is posted until filled.

DEPARTMENT

Department: Customer Operational Excellence

PREFERENCES

• Advanced experience in Excel (macros and Pivot tables)
• Power BI software experience
• Knowledge of statistical Process Control and KPIs
• Six sigma certifications preferred.

JOB DESCRIPTION

Sr Customer Services Performance Analyst (Data and Analytics)

Salary Grade: G06
Minimum Midpoint Maximum
$74,796 - $100,975 - $127,152

SUMMARY:
Leads the assessment, development and improvement of Marketing and Customer service business processes. Leads the identification and articulation of business requirements and researches and reports on Marketing and Customer Service best practices, as relevant to business needs. Leads the identification of metrics that enable continuous improvement of department processes

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Operates as the lead in supporting management in the collaborative assessment of existing business processes, identifying process gaps and inefficiencies

Acts as a liaison between external departments to help identify and translate functional requirements

Leads independent assessments of processes, compliance, products, and services to determine gaps between current and desired specified states, using appropriate quality management basis

Leads and coordinates department's self-assessments

Conducts and leads root cause analysis in support of incident investigations and process failures

Investigate systematic performance problems, and analyzes their root causes

Develops corrective action proposals and provides strategic direction to management in implementing corrective action

Identify and prioritize key opportunities for improvement to ensure they are integrated with operational and strategic planning

Supports operations, organizations, and functional areas in the effective integration, alignment, and linkage of strategies, processes, procedures, action plans, and measurement systems

Leads process improvement teams by applying business performance management approaches to core and support business processes

Analyzes complex processes for process improvements, identifies and recommends performance metrics

Leads the design of systems for monitoring and controlling critical path performance

Leads continuous efforts to identify, collect, analyze, report, utilize, and improve key performance indicators and key process metric for core and support business processes

Coaches and supports management training for operational assessments

COMPETENCIES:

Ability to maintain positive and productive working relationships with a various individuals, groups and departments

Ability to value employees and partners by focusing on the knowledge, skills, innovative creativity, and motivation of employees and partners

Advanced interpersonal skills with strong ability to influence and build consensus

In-depth knowledge of organizational structure, workflow, operating procedures and business applications and systems

Knowledge, understanding, and commitment to express and implement the company's vision and goals

Advanced ability to analyze, summarize, and effectively present data

Ability to lead multiple teams toward successful outcomes within scope, timeline and budget

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

Bachelor's degree from four-year college or university with seven years related experience or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Certification in a relevant quality discipline by an independent national or international body preferred (e.g. PMP, ASQ, CQA, Six Sigma certification)

COMMUNICATION SKILLS:
Ability to read and interpret business documents

Ability to write routine reports and correspondence

Ability to speak effectively before various internal and external constituents

Ability to present data in formats prompting sound decision-making

COMPUTER SKILLS:

Advanced experience with MS Office applications and proficiency with data analysis applications and flow-charting applications

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS:

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

EQUAL OPPORTUNITY STATEMENT

Safety Statement:
Safety is a core value at (PNMR/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans with Disabilities Act (ADA) Statement:
PNM Resources is committed to providing reasonable accommodations for qualified individuals with disabilities in compliance with the ADA. If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at [redacted].

DEI Statement:
At PNM Resources, we value the diversity of our workforce and actively seek opportunities for incorporating Diversity, Equity, and Inclusion (DEI) within our family of companies. We believe a diverse workforce enriches our environment and helps us better meet the needs of our employees, customers, and shareholders. We remain committed to attracting and sustaining a diverse workforce and retaining high-performing employees who work collaboratively to carry out the Company's purpose.

PNM Resources and affiliates are Equal Opportunity/Affirmative Action employers. Women, minorities, disabled individuals and veterans are encouraged to apply.