Emergency Roadside Service Analyst

Job Summary

Leading advanced analysis and operational improvements, the full-time remote Senior Emergency Roadside Service Analyst will monitor service delivery, enhance customer experience, and drive strategic initiatives while serving as a subject matter expert for ERS processes.

Key responsibilities

• Monitor and analyze customer service metrics to identify trends and recommend improvements
• Act as the primary liaison between the company and ERS providers to ensure service level agreements are met
• Evaluate ERS operational performance using dashboards, KPIs, and service data to recommend data-driven solutions

Required qualifications

• Bachelor's degree in Business, Operations, Analytics, or a related field (or equivalent experience)
• 3-5+ years of experience in Emergency Roadside Service, dispatch operations, customer operations, or service delivery analytics
• Proficiency in Excel, data visualization tools, and dispatch platforms
• Experience supporting high-volume operations and service providers is strongly preferred
• Strong analytical and problem-solving abilities