Business Analysis Manager at Better Business Bureau Serving the Heart of Texas – Austin, Texas

Better Business Bureau – Heart of Texas
Business Analysis Manager
FLSA Status: Non-Exempt
Compensation: starting at $78,000
Reports to: VP of Marketing Operations and Analytics
Location: Austin, TX

We are an equal-opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
*BBB participates in E-Verify and will provide the federal government with your I-9 information to confirm you are authorized to work in the U.S.

Why BBB?
BBB Heart of Texas is an award-winning organization, consistently recognized as one of the Best Non-Profits to Work For. We are a dynamic, mid-sized organization committed to growth and excellence. Our culture is built on a strong work ethic, balanced with a genuine sense of fun, a focus on work-life balance, and a commitment to achievement.

Who are you?
Are you looking for an opportunity to work for a reputable company with a positive work environment? BBB Heart of Texas is looking for a responsible individual to join our Austin office as a Business Analysis Manager. This position requires strong analytical skills, a deep understanding of customer behavior, and the ability to translate complex information into clear recommendations for leadership and cross-functional teams.

About the position
As a Business Analysis Manager, you will serve as a strategic partner in evaluating and improving every stage of BBB’s customer lifecycle. This role will collect, analyze, and interpret operational and customer data to identify trends, uncover pain points, and recommend actionable improvements. Responsibilities include developing insights that enhance customer experience, operational efficiency, accreditation outcomes, and long-term engagement with BBB programs and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Key Responsibilities:

• Lead daily operations of the Business Analysis team, including hiring, training, coaching, and performance management.
• Cultivate an engaged, high-performing team environment.
• Manage escalated issues, ensuring prompt resolution before escalating to leadership.
• Mentor and develop team members through performance evaluations, one-on-one development plans, coaching, and addressing growth opportunities and disciplinary needs.
• Assist with interviewing, onboarding, and integrating new staff, ensuring alignment with organizational goals and staffing needs.

Customer Lifecycle Analysis:

• Map and maintain end-to-end customer journey models for both consumers and accredited businesses.
• Analyze acquisition, onboarding, engagement, retention, and renewal processes to identify friction points.
• Conduct Research to understand customer motivations, needs, satisfaction drivers, and reasons for disengagement.

Data & Insights:

• Map and maintain end-to-end customer journey models for both consumers and accredited businesses.
• Analyze acquisition, onboarding, engagement, retention, and renewal processes to identify friction points.
• Conduct Research to understand customer motivations, needs, satisfaction drivers, and reasons for disengagement.

Operational Improvement:

• Partner with Accreditation, Operations, Dispute Resolution, and Marketing teams to evaluate workflows and recommend process improvements.
• Identify opportunities to streamline internal operations and improve response times, communication, and service consistency.
• Support pilot testing new initiatives and measuring outcomes.

Strategic Support:

• Provide insights into strategic planning, budgeting, and program development
• Collaborate on cross-functional projects related to customer engagement, service quality, and accreditation value
• Facilitate stakeholder workshops, requirements gathering sessions, and data-driven discussions.

ADDITIONAL KEY DUTIES

• Perform additional tasks as requested by BBB Leadership.

KNOWLEDGE, SKILLS, AND QUALIFICATIONS
Required Skills:

• Strong analytical and critical thinking skills, with the ability to evaluate data, identify patterns, and make informed decisions.
• Customer-centric mindset, demonstrating a commitment to understanding and meeting the needs of internal and external stakeholders.
• Project and process management skills, including the ability to plan, prioritize, and execute tasks efficiently.
• Effective collaboration and cross-functional communication, fostering teamwork and alignment across departments.
• Advanced problem-solving and innovation abilities, with a proactive approach to identifying solutions and improving processes.
• High attention to detail, ensuring accuracy, consistency, and quality in all work outputs.

Education and Experience

• Bachelor’s degree in Business, Data Analytics, Economics, Information Systems, or related field
• 2+ years of experience in business analysis, customer experience analysis, operations analysis, or a similar role.
• Strong analytical skills with experience using Excel, SQL, or BI tools (Power BI, Tableau, Looker, etc.).
• Excellent written and verbal communication skills, with the ability to present insights to non-technical audiences.
• Experience translating complex data into practical solutions.

Preferred Experience

• Experience managing or leading teams in a collaborative environment
• Experience in nonprofit, membership-based, or accreditation-focused organizations.
• Familiarity with CRM platforms (e.g., Salesforce, Dynamics, or BBB-Specific systems)
• Understanding of customer lifecycle frameworks, user behavior analytics, or service design.

Perks

• Flexible 40-hour schedule
• Medical and additional benefit packages are available.
• Group rates for health, dental, and vision coverage for dependents.
• Tax-free Flex Spending Account/Health Savings Account
• 401(k) retirement plan with a 5% match and immediate vesting.
• Free Employee Assistance Programs
• 11 paid holidays!