The Opportunity

VERSANT is seeking a Business Process Analyst to support Customer Support operations across Golf and Fandango businesses. This role will focus on process optimization, Salesforce reporting, AI-enabled support initiatives, and operational scalability.

This position partners cross-functionally with Customer Support, Salesforce stakeholders, and BPO providers to improve workflows, reporting visibility, and operational effectiveness.

Why This Role Matters:
This role directly supports operational excellence initiatives by enabling scalable reporting, improving customer support workflows, and contributing to AI-driven support enhancements that improve team efficiency and customer experience.

This position is designated as hybrid and generally requires in-office collaboration Monday through Thursday from our Orlando, FL office. 

What You’ll Do

• Partner with BPO provider (Dash) to support testing and optimization of AI-driven customer support solutions
• Collaborate with Salesforce stakeholders to improve AI agent capabilities and operational workflows
• Lead standardization of Salesforce reporting across Customer Support operations
• Build and maintain dashboards and reporting frameworks supporting 10+ teams
• Ensure reporting accuracy, consistency, and usability for operational decision-making
• Document end-to-end business processes and create process maps/workflows
• Conduct business process testing to validate system changes and operational requirements