CX Operations Analyst / 12 hours ago

About the role

Join us and help redefine what's possible. As a CX Operations Analyst, you will own key operational processes related to Partner Services (SOWs, invoicing, renewal processes, system access) while also providing data analysis, workflow automation, and AI builds that support multiple functions including TAM, Solutions and Support/CX.

Responsibilities

• Operationalize partner delivery quality and customer outcomes measurement to ensure accountability regardless of delivery model
• Support the end-to-end SOW management process for Partner subcontracting: creation, tracking, amendments, and closure in coordination with Partner Services leadership and Finance
• Execute partner invoicing workflows: validate submissions, process approvals, track payments, and resolve discrepancies
• Enable partner system access: provisioning, de-provisioning, and ongoing governance of partner access to internal tools and customer environments
• Maintain accurate records and documentation for all partner operational processes, ensuring audit readiness and clear escalation paths
• Build, ship, and iterate on AI-driven workflows that enhance and automate internal processes, customer health inspection, risk detection, engagement management, services delivery lifecycle, quality measurement, and customer experience across TAM, Solutions and CX
• Leverage AI in daily work: data analysis and modeling, stakeholder communications, problem-solving and workflow orchestration
• Facilitate the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the organization
• Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses
• Stay current with AI developments relevant to CX operations and translate learnings into solution improvements
• Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and inform programs that drive revenue retention, expansion, quality, and operating leverage
• Build and maintain reports and dashboards in Salesforce, ClickUp and Hex that support TAM, Solutions, and Partner Services leadership with operational visibility
• Perform ad hoc data analysis to answer business questions, surface trends, and support decision-making by CX Ops team members and stakeholders
• Support renewals and retention analysis with data extraction, formatting, and pattern identification
• Own specific deliverables within larger strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes
• Respond to ad hoc operational requests from CX Ops leadership and stakeholders with timely, accurate deliverables
• Embody a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience

Requirements

• 3+ years in Operations, Analytics, or a related role, preferably in a SaaS, customer-facing, or GTM environment
• Demonstrated track record of building and deploying AI-powered workflows that delivered productivity gains, better decision quality, cleaner execution, improved data signals, or increased customer reach
• Track record of supporting technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions
• Proficient in managing and analyzing data, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy
• Effective at collaborating with cross-functional stakeholders across global regions, reaching consensus, and driving change together
• Proficient with Salesforce, Gong, ClickUp, Hex, Tableau, Google Apps Script and comparable platforms
• Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment
• Knowledge of professional services and customer success methodology, processes, tools, and metrics
• Strategic thinker with a bias for action - hands-on, scrappy, and able to take projects to the finish line

Qualifications

• Knowledge of professional services and customer success methodology, processes, tools, and metrics
• Strategic thinker with a bias for action - hands-on, scrappy, and able to take projects to the finish line

Skills

• AI fluency
• Data analysis and modeling
• Workflow automation
• Collaboration with cross-functional stakeholders
• Use of Salesforce, Gong, ClickUp, Hex, Tableau, Google Apps Script and comparable platforms
• Experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment

Benefits

This role connects directly to our mission of making every CX team faster, better-informed, and more consistent through operational excellence.

Pay

We offer competitive compensation packages tailored to each candidate’s experience and qualifications.

Schedule

The role is full-time and remote-friendly, with flexible hours to accommodate different time zones and work styles.