Operations Analyst, Supply Platform

📋 Description

• • Own the heartbeat of Arbor’s supply marketplace. You will be the single-threaded owner of every step between a customer signing up and their electricity flowing under the best possible rate. That means shepherding utility accounts from creation → eligibility → brokerage → enrollment → contract sync, ensuring each stage is deterministic, auditable, and increasingly automated.
• • Run the “broker-ready” funnel like a product. You’ll build dashboards and daily rituals that surface drop-off points, quantify leakage in dollars and customer impact, and drive cross-functional sprints to eliminate them. When a new utility API change breaks historical usage pulls, you will triage, patch, and feed requirements to Engineering so the fix is permanent.
• • Be the first responder for supplier-side exceptions. Enrollment failures, cancellations, and data mismatches land in your queue; you’ll investigate root causes, document runbooks, and decide whether the fix is a manual correction today or a code change tomorrow. Your goal: shrink the queue while simultaneously making it irrelevant.
• • Guard contract synchronization with fanatical attention. Arbor’s promise to customers depends on contracts staying in lock-step with supplier systems. You’ll monitor sync health, chase down the last 1 % of edge cases, and negotiate SLAs with suppliers until 99 %+ of contracts are accurate and on time.
• • Turn operational pain into product roadmap gold. Every recurring manual step you spot becomes a ticket: quantify volume, attach dollar impact, write a one-pager, and shepherd it through design, build, and launch. You’ll measure post-release gains and iterate until the metric flat-lines at zero.
• • Design AI-assisted workflows that scale sub-linearly with headcount. Whether it’s auto-classifying failure reasons or generating supplier outreach emails, you’ll experiment with LLMs, evaluate accuracy, and roll out the winners. The result: human effort moves upstream to higher-order problem solving.
• • Communicate crisply across Supply Platform, Customer Ops, and Product. You’ll translate messy logs into executive-ready insights, run weekly ops reviews, and keep stakeholders aligned on priorities, SLAs, and risk exposure.
• • Champion an “always be closing the loop” culture. After every incident you’ll lead a blameless post-mortem, publish learnings, and update playbooks so the same failure mode never surprises us twice.
• • Contribute to long-term marketplace architecture. As you learn where systems break, you’ll influence data models, API contracts, and supplier integration standards that let Arbor onboard new utilities and suppliers in days, not months.
• • Stay relentlessly customer-centric. Behind every data anomaly is a household or small business that might overpay. You’ll measure success not just by internal SLAs but by the dollars saved and peace-of-mind delivered to real people.