Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, Reputation Defender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives. When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages. Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs. 

If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!

About the role

Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfilment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreement. This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold Gen’s guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge. This role will process new and existing customer requests that require efficient and precise manual intervention in delivery of services while ensuring member request are well documented and advanced within the performance guidelines.

What You Will Do in This Role

• Manage translation and advancement of incoming member request within strict SLAs. 

• Respond in a timely and effective manner to member request/queries in the SFDC tool

• Identify, analyze, and interpret trends or patterns in complex data sets

• Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision

• Able to identify and report patters in system and process deviations to management

• Remain updated with changing products, services, and marketing promotions

• Display adaptability to programs and policies

• Display sound problem-solving and deductive reasoning skills

• Display analytical thinking, organizational skills, and multi-tasking capabilities

• To ensure that you can achieve, you are expected to always be up to date with NortonLifeLock policies and procedures and the functionality of our products. We also expect you to show the highest commitment to our customers and the NortonLifeLock brand.

• You will manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.

What You’ll Need to be Successful in this Role

• High School Diploma, bachelor’s degree preferred

• Min. 1 – 2 years Customer Service experience

• Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint, Salesforce CRM or similar preferred.

• Self-directed and self-motivated – able to work independently on a variety of tasks.

• Must be well organized and able to effectively manage own time

• Must possess excellent communication skills, including verbal, written, interpersonal and coaching

• Ability and desire to multitask and function in a fast-paced support environment

• Demonstrated ability to think critically and analyze and interpret data independently

• Sense of urgency in performance of duties

• Interpersonal skills that promote a collaborative and productive.

• Effective and efficient written and oral communication skills.

• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.

• Ability to follow and abide by all information and security policies and practices.

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds. 

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency. 

Gen complies with all anti-discrimination laws. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.