Job Title: Business Analyst I Location: Centennial, CO (Remote) Duration: 3 months with possible extension
Hours: Part Time 20+ hours per week (Hours will be closer to 30-32 per week but still may vary depending on business need) Schedule: Schedule varies. Must be available between the hours of 7am-9pm, five days a week, and some weekends. Days off/schedule varies, so candidate should be available M-Sun. Schedules are published one month out.
Equipment Provided: Laptop, two monitors, keyboard/mouse, web camera
Role Overview This contractor will support client’s post conversion customer experience operations by managing complaint routing, monitoring TD performance, and acting as an intermediary between client store teams and TD for high touch customer needs. The role ensures customer satisfaction expectations are upheld, escalations are handled appropriately, and operational processes between client and TD run smoothly. This role is responsible for execution with high accuracy, judgment, and brand alignment.
Key Responsibilities
Execute the complaint routing model between TD, Loyalty, Care, and stores using existing SOPs and decision maps.
Support and maintain interaction models that define JWN ↔ TD handoffs for high touch, high spend, and VIP customer scenarios.
Assist with executive-level escalations across TD and client, ensuring timely communication and thorough follow through.
Participate in the feedback loop with store partners on UDAAP, unsolicited accounts, discrimination complaints, and other sensitive categories.
Support process documentation, workflow clarification, and refinement of customer experience operations during the post?conversion period.
Must Haves
Experience handling escalations - complex customer issues, and high stakes service scenarios
Strong written and verbal communication - must be able to match a polished, brand aligned tone
Ability to operate in ambiguity - strong judgment without heavy oversight
Comfort acting as a connector between teams - including external partners
Ability to quickly learn client processes and represent the client customer experience standard
Operational discipline - following SOPs, documenting work, and escalating when appropriate
Professional maturity - as the role interacts with store leaders and TD partners
Need someone who has already led escalations, worked in ambiguity, and can make judgment calls on Day One.
3+ Years of Experience Required
Optional Nice-to-Haves
Experience in financial services, credit card operations, or loyalty programs
Luxury retail or hospitality background
Comfort with data pulls, KPI monitoring, or trend summarization
Prior contractor experience (i.e., used to fast ramp-up roles)
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $38.00/hr - $42.55/hr.
