Operations Analysis Manager

Sterling, Virginia, United States Full-time

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Operations Analysis Manager

Position is located in Sterling, VA.  Remote options are not available.  

Position Overview

We approach smart beverage dispensing as a mission critical application requiring near perfect uptime for our customers.  The Sestra Pour Control Center is critical to that mission, leveraging our big data infrastructure to use real time data to both anticipate and resolve customer issues.   As the manager of the Pour Control Center, the Operations Analysis Manager is responsible for providing analytical support to the Operations and Customer Success teams; operating and advancing the Pour Control Center; developing analytical methods to anticipate, identify, respond to, and rectify customer service issues; and producing reports on and recommendations regarding system performance and customer behavior. 

Responsibilities:

  • Operate the Pour Control Center:
    • Monitor Sestra system performance at all customer sites
    • Identify issues that affect or interfere with customers’ ability to pour correctly
    • Identify and detect patterns in device data that indicate or anticipate problems and failures (e.g., software bugs, mechanical issues)
    • Identify and detect patterns in customer behavior that indicate or anticipate longer-term problems and failures (e.g., training issues, loss of engagement with system)
    • Predict and react to incoming trouble tickets, triage problems, and direct them to the appropriate team (PCC itself, Customer Success, Operations, Engineering) for troubleshooting
    • Work with Operations and Engineering to ensure the accuracy of incoming pour data
  • Build a technical knowledge base to support technicians in the field to improve efficiency
  • Provide ad hoc analytical support to Operations and Engineering
  • Design and generate reports on device performance, maintenance procedures, trouble ticket statuses, etc.
  • Develop requirements for operational support dashboards, new features and functions to improve our system, and communicate those to the product team and engineering.
  • Drive strategy, service level indicators, customer health models and performance metrics for the Pour Control Center
  • Manage the deployment of software and firmware upgrades to the field
  • Design, implement, and maintain a customer health dashboard to provide high-level insight into the status, behavior, and well-being of each customer
  • In conjunction with the Business Analysis lead, perform analyses of and generate reports on customer pour patterns, business intelligence, financial/performance indicators, and other quantitative metrics of importance to the business
  • Will be required to perform other duties as requested, directed or assigned.

 

Education and Experience Requirements:

  • 3+ years of experience with business analysis, data analysis, and/or data science
  • Experience with any of the following:
    • Process improvement/automation
    • Predictive modeling
    • IT/technical support
  • A four-year degree in a quantitative field (mathematics/statistics, engineering, computer science, natural sciences, etc.) is preferred but can be substituted with robust experience in problem-solving and analysis
  • Experience in food & beverage or hospitality industries would be helpful but is not essential

Required Job Knowledge, Skills and Abilities:

  • SQL
  • Excel
  • Experience with at least one data analysis/data science programming language (R, Python, SAS, SPSS, MATLAB) would be very helpful; experience with other programming languages (C/C++, Java) is also very good
  • Tableau would be helpful
  • Familiarity with Unix/Linux environment would be helpful

Will be required to perform other duties as requested, directed or assigned.

Salary and Benefits:

  • Competitive salary
  • Health benefits
  • Sestra equity

About Sestra Systems, Inc.

Sestra Systems brings the Internet of Things (IoT) to the beverage dispensing industry, disrupting the market by providing ‘dispensing as a service’ and building more profitable, effortless, and eco-friendly programs for our marquis clients.  Our patented solutions are capable of equipping any keg system with electronic, push to pour dispensing, automated portion control, real-time analytics, remote locking through mobile devices and a sophisticated, cloud-based rules and compliance engine.  With the push of a button, our clients serve guests quickly and pour a consistent glass every time – perfect portions, temperature, freshness – for beer, wine, batched cocktails, cold brew coffee and more.   Sestra Systems is an award-winning company headquartered in Sterling, VA. Our clients span North America and include iconic sports venues, cultural centers, hotels, casinos, cruise ships and restaurants.  The Washington Nationals, Kennedy Center, Warner Theater, Audi Field, Greenbrier Resort and Capital One are just a few of our clients in Metro D.C.

Sestra has a growing team of more than 40 people and is led by CEO, Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems and a third to Metaswitch, with a total accumulated value of over $1B.