Business Operations Analyst II

About the role

Join our team at FICO as a Business Operations Analyst, supporting our Customer Experience organization, where you'll play a pivotal role in enhancing the customer journey within our Platform Software business.

Responsibilities

• Cross-team collaboration: operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams.
• Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems).
• Develop content to support a global operating cadence: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etc.
• Strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets.
• Track KPIs and build reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights.
• Ensure data integrity and hygiene to enable reliable reporting and effective decision-making.
• Helping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away from building healthy customer partnerships.
• Capture customer feedback and identify new ways to streamline the customer journey.
• Build relationships with key stakeholders to influence and improve the customer experience.

Requirements

• Experience in business operations, analytics, program management, or related roles.
• Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.
• Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis).
• Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
• Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
• Proven project management abilities with track record of driving cross-functional initiatives to completion.
• Excellent communication skills - ability to translate complex data into clear narratives for diverse audiences from frontline teams to executives.
• Demonstrated ability to build structure in ambiguous environments - you're comfortable working through ambiguity.
• Flexible, adaptable, and able to respond to shifting and competing priorities.
• Collaborative mindset with ability to influence without authority and build trust across teams.
• Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation.

Qualifications

• Proven ability to think strategically but execute tactically - can zoom out to see the big picture and zoom in to fix the details.
• Proven ability to build clarity from complexity - Ambiguity doesn't intimidate you; you're energized by creating structure and process.
• Customer-obsessed - genuinely care about improving customer experiences and can see how operational excellence connects to customer satisfaction.
• Proven ability to take ownership - When you commit to something, it gets done correctly and on time. You follow through and keep others accountable as well.
• Proven ability to communicate effectively - can present to executives, collaborate with peers, and explain technical concepts to non-technical audiences.
• Proven ability to navigate change with empathy and pragmatism - You understand that change is hard and know how to bring people along the journey, addressing concerns while maintaining momentum toward the goal.
• Proven ability to stay calm under pressure - can manage competing priorities, tight deadlines, and shifting circumstances without losing quality or composure.
• Proven ability to be curious and detail-oriented - ask "why" and dig into the data to find the real story.
• Proven ability to work well across time zones and cultures - flexible and considerate when collaborating with global teams.

Skills

• Business operations, analytics, program management, or related roles.
• CRM systems, particularly Salesforce and ServiceNow.
• Project management.
• Communication skills.
• Change management.

Benefits

Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.

An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

Pay

The targeted base pay range for this role is: $70,000 to $110,000 with this range reflecting differences in candidate knowledge, skills and experience.

Schedule

Flexible work schedule to accommodate global teams and diverse work styles.