Operations Communications Analyst

Reporting to the Head of Customer Success, this role is responsible for managing all operational customer communications across BizCover, including both email and SMS messages. These communications are essential for meeting regulatory, contractual, and service obligations such as renewal notifications, policy documents, and payment confirmations.

In collaboration with the Marketing team, and with their final sign-off, you will own the wording and content of all customer engagement communications, ensuring they are clear, compliant, and aligned with BizCover’s tone and best practice standards.

This is a new role that offers wide exposure across multiple teams and systems. It suits someone early in their career who enjoys problem-solving, learning new platforms, and improving how customers receive important information. The ideal candidate combines strong analytical ability with curiosity, precision, and ease in dealing with technology. You will work closely with Customer Success, Risk and Compliance, Marketing, and Operations to ensure every communication meets business, regulatory, and customer expectations.

Key Responsibilities

• Manage the wording, accuracy, and delivery of all customer engagement communications (email and SMS) in collaboration with Operations and Marketing.
• Use Pendula Enterprise to schedule, monitor, and report on operational communications, ensuring they are delivered on time and to the right audience.
• Ensure all regulatory and contractual communications are delivered accurately and on schedule, including renewals, policy documentation, and payment notifications.
• Monitor high-volume operational sends to confirm deliverability, identify undelivered messages, and resolve issues promptly.
• Collaborate with Operational Excellence to design and implement fixes or enhancements to communication processes.
• Maintain documentation of send logic, templates, data sources, and change logs.
• Use data to identify trends, delivery issues, and improvement opportunities across operational communications.
• Regularly review and refine communication wording and processes to meet compliance, best practice, and customer experience standards.
• Support continuous improvement initiatives to maintain high deliverability rates and a strong sender reputation.

Requirements

• Strong analytical and problem-solving skills, with the ability to use data to identify trends or issues.
• Excellent written communication and attention to detail, with the ability to express ideas clearly while maintaining BizCover’s tone in collaboration with Marketing.
• Ability to work across teams and manage input from multiple stakeholders including Risk and Compliance, Customer Success, Marketing, and Operations.
• Familiarity with Pendula Enterprise or similar communication automation platforms is beneficial but not required.
• Proven ability to manage processes end to end and maintain documentation with accuracy and structure.
• Prior experience or studies in communications, operations, or data analysis will be well regarded.
• A growth mindset and genuine comfort in learning and mastering new software platforms.