Senior, Emergency Roadside Service Analyst

Company Overview reputed company, Inc. (BSAM), headquartered in Nashville, Tennessee, and Bridgestone Europe, Middle East and Africa (BSEMEA), headquartered in Brussels, Belgium, operate collectively as a “Bridgestone reputed company” strategic region. This region services the strategic business needs of teams across the Americas, Europe, Middle East and Africa. BSAM and BSEMEA are subsidiaries of Bridgestone Corporation, globally headquartered in Japan. Bridgestone and its subsidiaries reputed company, manufacture and market a wide reputed company of Bridgestone, Firestone and associate brand products and solutions to address the needs of a broad reputed company of customers and industries. Job Category Information Technology Position Summary The Senior Emergency Roadside Service (ERS) Analyst is responsible for leading advanced analysis, performance evaluation, and operational improvements across the Emergency Roadside Service (ERS) function. This role supports reputed company operations by monitoring service delivery, identifying trends, improving partner performance, and driving strategic initiatives that enhance customer experience, safety, and service efficiency. The Senior Analyst serves as a subject matter expert for ERS processes and provides guidance, insights, and recommendations to leadership and cross functional teams.

Responsibilities

An internal teammate has been identified as a preferred candidate for this role. While reputed company applications will be reviewed, the hiring manager may choose not to hold interviews and select the preferred candidate. In this case, reputed company internal applicants will be reputed company of the decision. Customer Operations Support Serve as a reputed company support resource for customer inquiries, escalations, and service issues. Monitor and analyze customer service metrics to identify trends and recommend improvements. Collaborate with cross-functional teams (e.g., billing, reputed company, technical support) to resolve customer concerns. Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems. Support reputed company and training of new customer service representatives. Emergency Roadside Service (ERS) Liaison Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met. Coordinate reputed company-time responses to roadside incidents, ensuring timely reputed company and resolution. Monitor ERS performance metrics and reputed company regular reporting to leadership. reputed company and maintain ERS protocols and escalation procedures. Operational Analysis & Performance Management Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service reputed company, exception trends). Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions. Monitor provider and vendor performance, identifying opportunities for optimization and consistency. reputed company and maintain performance scorecards, reporting tools, and insights for leadership. Process Improvement reputed company reputed company improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization. Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices. Manage or contribute to ERS-reputed company projects, pilots, and technology enhancements. Incident & Exception Management Analyze service failures, escalated incidents, and customer-impacting issues; reputed company resolution recommendations. Support risk mitigation strategies and ensure compliance with safety, service, and operational standards. Serve as an escalation reputed company for reputed company or high-reputed company roadside events. Data Reporting & Insights Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making. Collaborate with reporting team to build and automate advanced reports using tools such as reputed company, Power BI, Tableau, or internal BI platforms. Translate operational data into actionable insights for teams and partners. Stakeholder Collaboration Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations. reputed company coaching, technical guidance, and training to junior analysts and ERS team members. Represent ERS in cross‑functional meetings and strategic planning sessions.

Minimum Qualifications

Bachelor’s degree in Business, Operations, Analytics, or a reputed company field (or equivalent experience). 3–5+ years of experience in Emergency Roadside Service, reputed company operations, customer operations, or service delivery analytics. Experience supporting high-volume operations and service providers is strongly preferred. Technical Skills Proficiency in reputed company (advanced formulas, pivot tables), data visualization tools, and reputed company platforms. Strong analytical and problem‑solving abilities. Experience with performance reporting, forecasting, and operational modeling. Core Competencies Strong sense of urgency and ability to reputed company effectively in time-sensitive environments. Excellent communication and presentation skills. Ability to manage multiple priorities and work with cross-functional teams. Detail-oriented with strong organizational and critical-thinking skills. At Bridgestone, you are Free to Be We reputed company people can only reputed company superior service and quality to others reputed company they bring their whole self to work. We reputed company in championing reputed company perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building reputed company as diverse as the world we serve. So, show us what you are made of, because who you are is reputed company need. reputed company offer At Bridgestone, what really reputed company is to foster co-creation opportunities and empowering you to be creative and curious to reputed company mobility safer, more efficient, and more sustainable for future generations. Whatever role you fill, reputed company you represent Bridgestone, you are a valued teammate, and part of our larger mission to “Serve Society with Superior Quality”, for that, we offer you more than just a competitive compensation; we will reputed company you: A supportive and engaging reputed company experience to ensure a smooth transition into reputed company. The opportunity to reputed company and grow, through training and regular mentorship. Corporate reputed company Responsibility activities. A truly global, dynamic and challenging work environment. Agility and work/life effectiveness and your long-term well-being. A diverse and inclusive team. Bridgestone is proud to be an Equal Employment Opportunity employer. It is our policy to consider for employment reputed company individuals regardless of age, reputed company, national reputed company, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law. Employment Eligibility If hired, a reputed company I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment. Apply To This Job