Customer Care Implementation Analyst

Job Description
Reporting to the Implementation Manager/Leader, the Implementation Analyst supports the execution of Customer Care services for clients and contributes to operational and implementation projects. This role is responsible for data analysis, development of knowledge content and related documentation, coordination of project tasks, system testing preparation and execution, and training preparation and delivery to support the implementation team in delivering high-quality client solutions. The Analyst plays a key role in ensuring project milestones are met and that implementation activities align with Customer Care best practices.
Main Accountabilities
Assist in gathering and documenting requirements during client discovery and implementation phases.
Support the development of training materials, knowledge content, and tools for operational readiness.
Perform data analysis to support risk assessments, financial tracking, and performance metrics.
Coordinate with internal teams to ensure timely completion of project-related tasks.
Support the stabilization phase by tracking issues and assisting with resolution efforts.
Key Responsibilities
Consulting
Support the Implementation Manager in consulting clients on Customer Care best practices.
Help prepare presentations and materials for clients and internal stakeholder communications.
Provide input on customer care Best Practices to enhance delivery
Execution
Track progress of implementation tasks and update project plans accordingly.
Analyze data to identify trends, risks, and opportunities for improvement.
Assist with information needed to prepare financial variance reports and budget tracking
Partnership
Collaborate with cross-functional teams to ensure alignment on customer care implementation goals.
Support transition planning and execution for post-live stabilization.
Assist in preparing pre-live and post-live reporting and metrics.
Strategic Innovation & Continuous Improvement
Proactively question existing processes, tools, and methodologies to identify opportunities for improvement.
Assist with development of forward-thinking strategies that enhance efficiency, scalability, and client impact.
Collaborate cross-functionally to evaluate alternatives and implement best-in-class solutions.
Demonstrate a strong bias for action and a willingness to challenge conventional thinking in pursuit of excellence.
Formal Education and Certification
Bachelor’s degree in Business, Information Systems, or related field preferred.
Knowledge and Experience
3-5 years of experience in a business analyst, project coordinator, or implementation support role.
3-5 years of experience in customer service delivery, including knowledge development and training delivery
Strong analytical and problem-solving skills.
Proficiency in Microsoft Excel, Word, and PowerPoint.
Excellent written and verbal communication skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Knowledge of project management methodologies (PMI or Agile) is a plus.
Work Conditions
Occasional evening or weekend work may be required to meet deadlines.
Collaboration with global teams may require flexibility in working hours to accommodate different time zones.
Frequent computer use at workstations for extended periods.

Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

At Strada, our values guide everything we do:

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

Benefits
At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

All offers are contingent on successful completion of background checks, where permitted by law and as appropriate for the role. These may include identity, education, employment, and in some cases, criminal history verification, checks against global watchlists, credit reports, and/or drug testing. You’ll be informed of the specific checks applicable to your role and location during the recruitment process.

Our commitment to Diversity and Inclusion
Strada is dedicated to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We believe that embracing differences strengthens our teams and drives innovation and success.

Equal Employment Opportunity Statement
Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

Authorization to work in the Employing Country
To be considered, you must have current and future work authorization in the country where you're applying, without the need for visa sponsorship by Strada.
Please note: This job description does not limit Strada’s right to assign or reassign responsibilities, including to subsidiaries, partners, or future business purchasers.
#LI-Remote

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range
Minimum - Maximum: $0.00 - $0.00

Pay Transparency Statement: Strada considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Strada makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level.

DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Strada business units.
Strada provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Strada is committed to a diverse workforce and is an affirmative action employer.