• Conduct customer discovery interviews to map existing workflows, pain points, and integration requirements • Translate validated customer needs into working software prototypes using AI tools (Cursor, Claude, GitHub Copilot, or equivalent) against ServiceManager's API and GraphQL layer • Document customer workflows, integration patterns, and configuration decisions for the product team • Demo prototypes directly to customers and iterate based on feedback until requirements are confirmed • Package validated prototypes with supporting specs for handoff to the engineering team for production hardening • Configure and customise platform modules to meet customer-specific deployment requirements • Support the sales team with live technical demonstrations of prototype solutions during pre-sales engagements • Identify cross-customer patterns that indicate new module or platform capability opportunities • Collaborate with engineering on API and GraphQL requirements needed to enable rapid prototyping workflows • Perform other reasonable activities as required by management

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Workforce Services team plays a crucial role in identifying and driving effective and efficient customer, broker, client, and agent experiences. As a Business Analyst, you will use an analytical mindset to dig deep into some of the Support department’s biggest opportunities, uncovering important insights that can be leveraged to improve the overall performance of our customer, broker, and client support technology and processes. In this role, you will work with stakeholders from the Marketplace Operations, Product, Inventory, Data Science, and Finance teams to collect, present & analyze data in a way that identifies opportunities for improving how we support our customers, brokers, clients and agents. The scope of projects for this role will vary, but will focus mostly on using data to help inform recommendations and decisions related to our customer, broker, and client support strategies. You will play a key role in turning data into actual insights that can be acted upon by your teammates across the organization. - Own and maintain support and workforce data sets across tools and systems, ensuring accuracy, consistency, and accessibility for both individual and team performance data. - Develop, maintain, and distribute recurring reporting and dashboards on key workforce and support metrics (e.g., staffing, forecast accuracy, adherence, attrition, productivity, contact rates, performance, operating costs). - Analyze complex data from multiple internal and external sources to identify trends, root causes, and actionable insights that inform decisions on support operations, product automation strategies, process changes, and fan, client, and broker experience. - Evaluate existing business processes and identify opportunities for optimization and automation. Provide written and visual summaries of findings and present findings to senior leadership as needed. - Develop process maps, workflows, and documentation for current and future-state operations. - Monitor and investigate key workforce and support KPIs, proactively surfacing unusual patterns, resolving data quality issues, and completing high-quality ad hoc analyses and reporting requests for stakeholders. - Collaborate with operations teams to complete ad hoc reporting and analysis requests related to business challenges and opportunities like contact, drivers, quality, cost, or performance. Helping surface where SeatGeek teams should focus their efforts to help reduce operational expenses where possible and appropriate. Qualifications - 3+ years of experience in data analysis, business analysis, workforce management, customer service operations. - Experience with reporting and analytics in customer service tooling (e.g., Zendesk, Salesforce, Playvox, Talkdesk or similar). - Experience with data analysis tools and techniques (e.g., advanced Excel, SQL basics, or similar). - Experience with data visualization tools (e.g., Tableau, Looker, or similar) is highly desirable. - Strong proficiency in Google Suite, specifically Google Sheets. - Strong analytical and critical thinking skills, with a keen attention to detail. - Excellent organizational and time management skills; able to manage multiple projects and deadlines. - Clear, concise written and verbal communication skills. - Ability to synthesize data and present findings to various audiences with clear trends and recommendations. - Collaborative team player with a proactive approach to problem-solving. Benefits - Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely. - A WFH stipend to support your home office setup. - Unlimited PTO. - Up to 16 weeks of fully-paid family leave. - 401(k) matching. - Student loan matching program. - Health, vision, dental, and life insurance. - Up to $25k towards family building, reproductive health services, and Gender-affirming care. - $500 per year for wellness expenses. - Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical. - $120 per month to spend on tickets to live events. - Annual subscription to Spotify, Apple Music, or Amazon music.

• Design application user interface via wireframes and prototypes • Document and recommend strategic solutions to business processes • Write detailed application user interface requirement specifications • Liaison between the business and development team • Collaborate with Product Architect, Software Engineers and QA • Oversee product UI development to ensure business requirements are met • Perform usability testing of the application • Facilitate user acceptance testing with the business • Work with QA to troubleshoot issues • Develop estimates for product UI design

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a strategic and analytically driven Business Analyst to join our Product Development team within a fast-growing Payment Integrity organization. This role sits at the intersection of product strategy, data, technology, and healthcare/payment operations. Reporting directly to the VP of Product Development, you will partner closely with Product Managers, Engineering, Data Science, and Compliance teams to shape and deliver solutions that reduce waste, improve accuracy, and drive measurable value for customers. You will leverage advanced analytics and AI tools to generate insights, inform decision-making, evaluate product performance, and identify new market opportunities. This is a highly visible role with direct influence on product strategy, business cases, and go-to-market outcomes. Key Responsibilities - Product Strategy & Planning - Partner with Product Managers to define product vision, roadmap priorities, and feature requirements - Translate business needs into clear, actionable requirements, user stories, and success metrics - Develop and manage business cases, ROI models, and cost-benefit analyses for new initiatives - Analytics & Insights - Analyze product performance, customer usage, and operational data to identify trends and improvement opportunities - Design dashboards, KPIs, and reporting frameworks to measure product success - Leverage AI/ML tools and automation to accelerate analysis, forecasting, and decision support - Conduct market, competitive, and customer research to inform strategy - Cross-Functional Collaboration - Work closely with Engineering and Data teams to ensure requirements are feasible and delivered effectively - Support sprint planning, backlog refinement, and release readiness - Act as a liaison between technical and non-technical stakeholders - Market & Growth Opportunities - Identify new product opportunities, customer segments, and revenue streams - Evaluate industry trends, regulatory shifts, and emerging technologies - Recommend enhancements or new solutions aligned with payment integrity goals - Compliance & Risk - Provide regulatory and compliance input throughout the product lifecycle - Ensure solutions align with healthcare, payer, and payment integrity standards - Partner with legal/compliance teams to assess risks and mitigation strategies Qualifications - 3+ years of experience in Business Analysis, Product, Strategy, or related role - Experience in healthcare, payment integrity, claims, payer operations, or fintech strongly preferred - Strong analytical skills with experience working with large datasets and BI tools (SQL, Excel, Tableau/Power BI, etc.) - Familiarity with AI-enabled tools or advanced analytics platforms - Proven ability to build business cases and quantify product impact - Experience working in Agile product development environments - Strong communication skills with the ability to translate complex concepts for varied audiences - Ability to balance strategic thinking with execution - Experience with predictive modeling or data science collaboration - Knowledge of healthcare regulatory frameworks (CMS, HIPAA, etc.)