Business Operations Analyst

All applicants must currently reside in the United States.

About the role

Ask Sage (BigBearAI company) is seeking a Business Operations Analyst that owns the end-to-end operational lifecycle for customer purchases, subscriptions, onboarding, and billing communications across BigBear.ai's GenAI business unit's customer base. This role operates with minimal oversight and is the primary organizational point of contact bridging sales, support, finance, contracts, customer success, and delivery for inbound customer demand. It requires strong independent judgment, multi-system fluency, and the ability to manage a high volume of concurrent requests accurately and without escalation.

Responsibilities

Purchase Order & Task Order Management

• Receive, review, and qualify all inbound customer POs and task orders from the sales/CS handoff, applying independent judgment on routing, approval status, and delivery readiness.
• Track all engagements in Jira and Monday.com from purchase request through delivery, managing customer-facing and internal communications throughout the lifecycle.
• Coordinate token-based deliveries end-to-end, ensuring accurate provisioning and timely customer confirmation.

Customer Communications & Zendesk Operations

• Own approximately 90% of daily Zendesk ticket volume, independently triaging and resolving inbound customer requests.
• Handle customer requests for subscription upgrades, cancellations, and renewals, processing eligible transactions directly within Stripe.
• Generate internal quotes for token purchases on behalf of the sales team, applying current pricing, period of performance, and token count.
• Surface recurring customer issues and friction points, recommending process improvements or escalations as appropriate.

Enterprise Management Portal (EMP) Administration

• Administer the EMP for all customer accounts, including specified dedicated tenant customers, managing PO intake, token allocations, and account updates.
• Serve as the operational owner for EMP-related customer communications, coordinating on exceptions and escalations with support and delivery.
• Perform periodic reconciliations of customer accounts across EMP, Stripe, and Monday.com to ensure billing accuracy and data consistency.

Cross-Functional Coordination

• Act as the operational link between inbound customer demand and internal teams — including sales, support, finance, contracts, and delivery — coordinating without escalation for standard transaction types.
• Proactively communicate status updates and blockers to internal stakeholders, maintaining visibility across all open items.
• Support process documentation and contribute to operational playbooks as the role and systems evolve.

Requirements

• 3–5 years of experience in business operations, customer success, revenue operations, or a related field.
• Hands-on proficiency with Stripe, Zendesk, Jira, and Monday.com (or comparable tools).
• Demonstrated ability to independently manage a high volume of concurrent requests with accuracy and follow-through.
• Strong written communicator, as this role carries direct, daily external customer responsibility.
• Comfortable operating autonomously in a fast-moving environment with minimal day-to-day supervision.
• Familiarity with SaaS subscription models, billing concepts, and PO-based procurement.

Preferred Qualifications

• Must be eligible to obtain and maintain a U.S. government security clearance if required.