Product & Escalations Analyst at WeWork (Lexington, KY)
About the Role
WeWork is currently seeking a Product Analyst. This position serves as a trusted partner between our technology systems and various departments across WeWork. Product Analysts work directly with product owners, engineers, and business partners to ensure quality and operational excellence amongst our growing suite of software applications.
In addition to isolating, de-escalating, prioritizing, and resolving day-to-day issues, Product Analysts oversee our incident management process when urgent, high impact issues occur, communicating with stakeholders, and facilitating incident post-mortem meetings. They are embedded within product teams to provide a comprehensive perspective on product decisions, including advocating for feature requests, prioritizing issues, and reducing technical debt.
Product Analysts also partner directly with our Leadership and Project Management teams to drive improvement on processes and policies that impact customer experience (e.g. SOP documentation, training, internal communications, workstream/workflow optimization).
Point of contact and owner of high and low priority escalations impacting WeWork’s technology systems and commitment to delivering its services to our members.
Advocate for users and members using our systems, and help close feedback loops for system improvements.
Create and document processes that streamline our systems, workflows, and procedures.
Subject matter expert and advisor in specific WeWork technology systems, including partnering with product teams to provide creative solutions that allow for streamlined user experiences when necessary.
Work directly with product teams to create strategies that increase adoption and improve product performance: This includes building partnerships, identifying root causes, developing communications and training material.
Create partnerships with stakeholders, product owners, and product teams to ensure cooperation and engagement towards fulfilling mutual goals.
Participate in standups and planning sessions to effectively engage with engineering teams to detect trends, resolve system vulnerabilities, and curate training content that improves our member’s daily lives.
Regionally focused, and a subject matter expert in local cultures, best practices, and standard operating procedures (SOP’s).
Amazing multitasker possessing strong learning agility skills and is viewed as a trusted partner.
Provides technical assistance for our front line support specialists and serves as an escalation point for complex and ambiguous issues
3+ years of technical support or similar experience operating in a fast-paced environment.
You are a people person - can bring highly technical people together to solve complex and ambiguous problems.
You are a problem solver - able to effectively leverage resources to identify and resolve problems efficiently while gathering and analyzing data.
You are technically proficient - able to triage and isolate issues quickly with a knack for learning and understanding new technical applications and systems. You identify issues and clearly communicate the impact and urgency to engineering teams in relatable terms.
You are process and document-driven - able to get things done through proven frameworks and processes. Project Management or Professional SCRUM Master certification are required.
You are highly independent - are comfortable working autonomously and need little direction from your direct manager.
Multilingualism is preferred. You have excellent writing skills. You must be able to communicate clearly and effectively, with a solid command of grammar, spelling, and syntax.
You will be expected to have some flexibility in your schedule; this position is full-time and will include on-call rotation, early mornings, nights, and weekends as needed.
Willingness to embed yourself with regional teams to capture field experience and feedback, travel may be required.
Life at WeWork
Just as we empower our community, we believe in empowering our team to create their own life’s work. We move fast and challenge each other, but we always make sure we look out for one another. Our culture and values are what make working here rewarding.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Learn more about diversity at WeWork here.
As part of our commitment to health and safety, WeWork -- like a growing number of employers -- is requiring all U.S. employees to be fully vaccinated for COVID-19 as a condition of employment, absent a legal exception for reasonable accommodation. We provide unvaccinated new hires a 45-day grace period after their start date to get fully vaccinated or, if eligible, obtain a reasonable accommodation. If you believe that a legal exception may apply to you, please still apply for any role(s) you are interested in and, if you are hired, you will receive instructions on how to request a reasonable accommodation after your start date. Please note that roles that require in-person work -- currently, within our Community (excluding Member Experience), Facilities Management (including Security), Sales (excluding Sales Ops), and Member Technology teams -- will not be eligible for work-from-home as an accommodation because it poses an undue hardship on our business.