Ooni Experience Senior Systems Admin

6 months ago

Edinburgh, United Kingdom Ooni Full time

**Your job is to live our values and to provide exceptional customer experiences that help everyone love Ooni as much as we do.**

Ooni is all about bringing people together in a way that is real, simple and genuine. You will be many things to our team - a guide, a brand advocate, a marketer, an educator, a friend. Above all, just be yourself.

We have a lovely culture at Ooni and we want to keep it. We can do this by treating every Ooni owner as if they were the first and only backer of our products, every team member as if they were the first and only member of our team and by staying consistent with our values. We want you to be:
**Kind**

polite, patient, positive and personalized in our communication internally and externally. Always assume the best in people and understand that everyone wants to get the most from their Ooni and that team members want to do their best for Ooni.

**Innovative**

in your approach to tasks and in creating resources. Problem solve and develop efficient and simple ways to help customers and the team. Question and review our processes regularly. Find creative ways to make people smile.

**Passionate**

about Ooni, food and making people happy.

**Ambitious**

in your own role and in fulfilling our mission statement by providing the world’s best customer experience.

**Rigorous**

in your approach to tasks, communication, projects and processes. Discuss, ask and offer advice as you see fit and take ownership - in most cases, the buck stops with you.

**The Role**:
Reporting to the Global Head of Customer Support, the Ooni Experience Senior Systems Admin is a core role within our OX leadership team:
As Ooni Experience Senior Systems Admin, you’ll have your finger on the pulse, ensuring that our systems are aiding our support instead of impeding it. You’ll be responsible for our reporting and analytics for the team and business at large, process improvement across our OX activities and identifying areas of opportunity to level up the experience for our customers both internal and external. You’ll also ensure our systems are all working in harmony together to ensure a seamless experience to our reps. Whether that means tearing apart our current tech stack and recommending new partners, or leveraging Generative AI to make us as efficient as possible, you’ll be empowered to streamline how we do things.

Every day we check how the team got on and note any surprises and anomalies. You’ll be the one to create a daily snapshot, alongside weekly, monthly and annual reports on performance to help us understand what is happening in our team both in the moment and looking at patterns over time. You’ll use these reports to provide analysis on where we’re struggling or succeeding as a department, and work both internally in OX and cross-departmentally to mitigate pain points and provide root cause analysis.

**What will you be doing?**
- Leverage Generative AI to help make our reps as efficient as possible by removing needless manual actions and free them up to have the amazing conversations they excel at.
- Deliver actionable reports, insights, outcomes and analysis through in written, numeric and visual formats - Excel, Tableau, written narrative, PowerPoint/Slides.
- Prepare and deliver prior day/outlook analysis to reconcile service level results versus expectations to identify corrective measures are taken to prevent non-SLA target or high occupancy periods. Support stakeholders inquiries in a clear concise manner.
- Provide Audits on our systems, people, and output through root-cause analysis, scorecards, and feedback to reduce defects.. This role will lead the discussions of the outcomes of these audits with senior OX leadership, and lead on potential innovations and improvement projects. The activities will include:

- Identify monthly anomalies
- More of stone X broke this month than normal
- Jump in injuries with Y
- Avg Handle time is x, how do we shave it down by y number of seconds/minute.
- Did the processes we changed pay off in the following months
- Remove manual elements of reporting. Identify process gaps and tighten these up to create efficiencies through automation in reporting.
- Interact and work with the team - shadow them to understand what needs work
- Collaborates with OX Leadership, Operations, People Team and CPI teams to identify areas of innovation and continuous improvement opportunities in forecasting, planning and executions of Ooni Experience activities.
- Lead small to medium process improvement projects.
- Support any Workforce Duties and real time queue management as needed.
- Lead on all RFP for potential changes to our Ooni Experience tech-stack.

**Why Ooni**:

- Go to YouTube and search “We are Ooni”. We’re super proud of our culture and think you’ll love it here too. Here are some other reasons:

- Work for an employer that cares about your wellbeing We’ve got an employee assistance programme which includes on demand coac

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