Digital Operations Support Analyst - Cat Customer Support

Lead day-to-day support operations for a portfolio of Digital Marketing, Content Supply Chain, DAM, eCommerce, and customer-facing digital platforms. Coordinate support escalations, customer complaints, and associated communications across business and technical teams. Monitor platform health, operational dashboards, KPIs, and service metrics to identify trends, risks, and opportunities for improvement. Champion operational excellence and continuous service improvement across supported platforms. Analyze case data, customer interactions, support metrics, dashboards, and performance indicators to identify improvement opportunities and shift-left initiatives. Advocate for a culture of continuous improvement, operational efficiency, and digital innovation within the support organization. Participate in analysis of customer-reported issues and operational challenges that may require updates to software, processes, procedures, or documentation. Coordinate investigation and resolution of complex technical and business issues across multiple teams. Support initiatives that improve customer experience, platform adoption, service quality, and operational effectiveness. Develop subject matter expertise across supported digital products, support tools, operational processes, and customer service workflows. Create and maintain operational documentation, knowledge articles, support procedures, and training materials. Provide guidance and operational direction to Tier 1 support teams to improve troubleshooting effectiveness and first-contact resolution. Lead the onboarding of new products, services, and initiatives into the Customer Support organization. Define support models, operational processes, escalation paths, training requirements, and service readiness plans for new capabilities. Ensure support teams are prepared to effectively support newly deployed platforms and capabilities. Collaborate with project teams to transition solutions from implementation to operational support. Develop and maintain operational dashboards, service-level reporting, and performance metrics. Track KPI attainment, ticket health, backlog management, and support performance trends. Present operational health reviews and performance updates to leadership and stakeholders. Ensure operational transparency through effective reporting and governance practices. Requirements Experience supporting enterprise digital platforms, including AEM, DAM, eCommerce, Salesforce, Digital Marketing, and customer experience solutions. Strong business analysis, data analytics, and continuous improvement experience, including KPI reporting, Power BI/Tableau, customer trends, and business case development. Experience with Agile delivery methodologies, project management, SDLC, and tools such as Jira, Azure DevOps, Rally, or Mingle. Experience managing support workflows and collaborating with Tier 1 and Tier 2 support organizations to improve service quality and customer outcomes. Ability to collaborate effectively with business stakeholders, Dealers, customers, product teams, engineering, DevOps/SRE, and support organizations. Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, and Teams, along with experience creating executive presentations and operational reporting. Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business, or related field, or equivalent experience. Core Competencies Demonstrates expertise in managing digital marketing and customer-facing platforms, with a strong focus on operational excellence, continuous improvement, and data analytics. Proficient in developing support models and collaborating across teams to enhance service quality and customer experience. #J-18808-Ljbffr Jobtailor