Business Process Analyst - Customer Support

Job description

Company Description VERSANT is a leading force in news, sports and entertainment - home to iconic and trusted brands that inspire, inform, and delight audiences. Our unique combination of content, technology and services enriches the cultural fabric, igniting passions, sparking conversations, and connecting people to what they love most. As an independent, publicly traded company, VERSANT brings together powerhouse cable networks - including USA Network, CNBC, MS NOW, Oxygen, E!, SYFY, and Golf Channel - with dynamic digital and direct-to-consumer brands such as Fandango, Rotten Tomatoes, GolfNow, and GolfPass. Together, these businesses reflect our commitment to delivering exceptional experiences across every screen and service. VERSANT is an industry-changing media company fueled by innovation and an entrepreneurial spirit. With a strong foundation and a forward-looking vision, VERSANT empowers creativity, embraces change, and drives connection in an ever-evolving world. Job Description The Opportunity VERSANT is seeking a Business Process Analyst to support Customer Support operations across Golf and Fandango businesses. This role will focus on process optimization, Salesforce reporting, AI-enabled support initiatives, and operational scalability. This position partners cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers to improve workflows, reporting visibility, and operational effectiveness. Why This Role Matters: This role directly supports operational excellence initiatives by enabling scalable reporting, improving customer support workflows, and contributing to AI-driven support enhancements that improve team efficiency and customer experience. This position is designated as hybrid and generally requires in-office collaboration Monday through Thursday from our Orlando, FL office. What You’ll Do Partner with BPO provider (Dash) to support testing and optimization of AI-driven customer support solutions Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows Lead standardization of Salesforce reporting across Customer Support operations Build and maintain dashboards and reporting frameworks supporting 10+ teams Ensure reporting accuracy, consistency, and usability for operational decision-making Document end-to-end business processes and create process maps/workflows Conduct business process testing to validate system changes and operational requirements Qualifications What You Bring 2+ years of experience or comparable education in business operations, reporting, analytics, or customer support operations Salesforce reporting and dashboard experience Strong analytical, organizational, and problem-solving skills Ability to manage multiple priorities in a fast-paced environment Experience documenting workflows and operational procedures Strong communication and collaboration skills Bonus Points If You Have Experience with AI-enabled customer support solutions Experience working with BPO/vendor support teams Experience in sports, entertainment, media, or digital platform environments How We Do It at VERSANT Trust through accountability and ownership Teamwork through collaboration and partnership Transparency through clear communication and reporting accuracy Agility through adaptability and continuous improvement Entrepreneurial Spirit through innovation and proactive problem-solving Why You’ll Love It Here Opportunity to help shape the future of sports technology and partner experience within a growing digital business. Collaborative and team-oriented culture focused on innovation, development, and continuous learning. Exposure to industry-leading brands including GolfNow and GolfPass. Hybrid work environment designed to support both flexibility and meaningful in-person collaboration. Competitive compensation and comprehensive benefits offerings designed to support employee well-being and professional growth. At VERSANT, you’ll have the opportunity to contribute to high-impact work supporting industry-leading brands across sports, entertainment, and digital experiences. You’ll join a collaborative environment where innovation, operational excellence, and continuous improvement are valued and encouraged. Additional Information As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision. VERSANT Media's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to candidateaccessibility@versantmedia.com . VERSANT Media is committed to fair and equitable compensation practices. We include a good faith pay range for each position to comply with applicable state and local pay transparency laws and to promote equity across our organization. Actual compensation will be based on factors such as the candidate's skills, qualifications, experience, and location and may include additional forms of compensation and benefits such as health insurance, retirement plans, paid time off, etc. VERSANT Media is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at VERSANT via-email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this position from VERSANT's Talent Acquisition team will be deemed the sole property of VERSANT. No fee will be paid in the event the candidate is hired by VERSANT as a result of the referral or through other means.