CX Operations Analyst

We need to output HTML fragment with sections: About the role, Responsibilities (maybe "What You'll Own"), Requirements (maybe "Experience", "Skills", "Traits"?), Benefits, Pay, Schedule? The posting includes Salary: $85,000- $118,000 + 15% Bonus and full benefits day one. Also benefits listed: Flexible PTO, 401(k) plan with company match from day one, Excellent low-cost medical/dental/vision from day one, Discounted employee pricing and no annual membership fee, Weekly pay and other employee perks. Also location: On Site El Monte, San Jose or Richmond CA. Position Type: Full-time - Exempt. Reports To: Director, Infrastructure & Planning. We need to include sections only if real specific content. So we can have sections: About the role (the paragraph after "About The Role"), Responsibilities (maybe "What You'll Own" broken into sub-sections? But we can combine as responsibilities). Requirements (Experience, Skills, Traits). Benefits (list). Pay (salary + bonus). Schedule? Not given explicit schedule; maybe we can infer full-time but not specific hours. The rule: never create Pay/Schedule/Benefits sections unless posting actually states them. Pay is stated, so include Pay. Benefits is stated, include Benefits. Schedule not explicitly stated (just full-time). Could we include Schedule? Probably not, because not specific. So omit Schedule. We must not repeat job title as heading. No Job ID. Remove boilerplate like EEO, application instructions, etc. We need to preserve all substantive information. Use

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to include location, position type, reports to maybe as a short

  under About the role? Or maybe we can include them in a meta paragraph. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

  or drop it. So we can include location, position type, reports to in a short

  after the heading? Probably after About the role heading we can have a

  with that metadata. We need to avoid filler like "commensurate with experience". Not present. Let's extract content: About The Role paragraph: "The CX Operations Analyst sits at the intersection of Customer Experience, Product, Engineering, Operations, and Finance. This role turns customer interactions and operational data into clear insights, product requirements, and process improvements that reduce customer effort, improve retention, and help Flexcar scale efficiently. You will own recurring CX and operational reporting, investigate the root causes behind customer contacts and service failures, and build analyses that show where product, policy, workflow, or tooling changes will have the greatest impact. You will also maintain visibility into customer-facing bugs and experience gaps, partner with Product and Engineering through validation and launch, and measure whether solutions produced the intended result. This is not a reporting-only role. The strongest person in this position is curious, technically capable, and comfortable moving from a SQL query or dashboard to a customer journey, a product working session, and an executive recommendation. You are expected to make the data usable, tell the story behind it, and help the business act." Then "What You'll Own" with sub-sections: CX, Product, and Customer-Journey Analytics; Reporting, Data Products, and Governance; Product and Engineering Partnership; Care Technology, AI, and Workflow Optimization; Operational CX and Process Improvement. Each has bullet-like paragraphs. We can treat each as a responsibility list. We need to output

  • for any list of duties/requirements/benefits. So we can create a
    with each responsibility as
    • . Could also break into sub-sections but not required. Simpler: one
      for responsibilities. Experience: "What We're Looking For:" bullet list: 3+ years of experience in business analysis, product analytics, CX analytics, operations analytics, product operations, or a similarly cross-functional analytical role. Experience using customer, product, and operational data to identify root causes, influence priorities, and improve processes or customer journeys. Demonstrated ability to write and run complex, large-scale SQL queries and analyze high-volume datasets, translating findings into actionable insights that improve processes, productivity, and operational performance. Experience developing dashboards, maintaining recurring performance reporting, and validating data across multiple source systems. Experience partnering with Product and Engineering teams through discovery, requirements definition, testing, launch, and post-launch measurement. Experience in a contact center, subscription business, marketplace, mobility, logistics, or multi-site operation is preferred. Skills: bullet list: Strong SQL, spreadsheet, dashboarding, and data-visualization skills; experience with Sigma, Tableau, Looker, Power BI, or a comparable business-intelligence platform. Ability to connect quantitative analysis with qualitative customer feedback and explain both in clear business language. Strong problem framing and requirements-writing skills, including the ability to define the affected customer, root cause, business impact, desired outcome, and measurement plan. Excellent written and verbal communication; able to create concise executive readouts and facilitate detailed working sessions with technical and operational partners. Strong organization and follow-through; able to manage recurring reporting, investigations, and cross-functional projects without losing ownership or deadlines. Familiarity with contact-center, CRM, WFM, product analytics, or customer-support platforms such as Five9, Kustomer, Assembled, and similar tools is helpful. Traits: bullet list: Curious and investigative - you keep asking why until the underlying customer or operating problem is clear. Product-minded - you do not stop at reporting a trend; you define what should change and how success should be measured. Comfortable with ambiguity - you can create structure when data, ownership, or processes are still evolving. Direct and collaborative - you surface problems early, bring evidence, and work constructively with the teams responsible for solving them. High ownership - you treat data accuracy, business clarity, and closing the loop on recommendations as your responsibility. What Success Looks Like In Year One: paragraph describing outcomes. Could be part of responsibilities or maybe separate section? Could be included under "About the role" or as its own section? The instruction: include a section ONLY when posting has real, specific content for it. This is specific content about success metrics. Could be a section "Success Metrics" but not in the allowed headings list. Allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should map content to those. "What Success Looks Like In Year One" could go under Responsibilities or maybe under About the role? Probably under Responsibilities as expected outcomes. But we already have responsibilities list. Could add another
      • for success metrics? Might be okay. But we also have "What Tops The Tank" benefits list: Rest & Relaxation: Flexible PTO policy. Future Savings: 401(k) plan with company match from day one. Benefits: Excellent, low-cost medical, dental, and vision coverage from day one. Drive a Flexcar: Discounted employee pricing and no annual membership fee. Weekly pay and other employee perks. We need Benefits section with list. Pay section: Salary: $85,000- $118,000 + 15% Bonus and full benefits day one. We need to include location, position type, reports to maybe as a short

        after About the role heading. Let's structure:

        About the role

        Location: On Site – El Monte, San Jose or Richmond, CA. Position Type: Full-time – Exempt. Reports To: Director, Infrastructure & Planning.

        [the about role paragraph]

        Responsibilities

        • CX, Product, and Customer-Journey Analytics: ... (the paragraph)
        • Reporting, Data Products, and Governance: ...
        • Product and Engineering Partnership: ...
        • Care Technology, AI, and Workflow Optimization: ...
        • Operational CX and Process Improvement: ...
        • Success Metrics (Year One): ... (the paragraph)

        Requirements

        Maybe combine Experience and Skills and Traits? But we have separate headings allowed: Requirements, Qualifications, Skills. We could put Experience under Requirements, Skills under Skills, Traits maybe under Qualifications? But we have Qualifications heading allowed. Could put Traits under Qualifications. However we need to avoid thin sections. Might be better to have Requirements (Experience), Skills (Skills), and Qualifications (Traits). Or combine Experience and Skills under Requirements and put Traits under Qualifications. Let's decide. We have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only when posting has real specific content. We have content for Experience, Skills, Traits. So we can make three sections: Requirements (Experience), Skills (Skills), Qualifications (Traits). That seems appropriate. Thus:

        Requirements

        • 3+ years of experience in business analysis, product analytics, CX analytics, operations analytics, product operations, or a similarly cross-functional analytical role.
        • Experience using customer, product, and operational data to identify root causes, influence priorities, and improve processes or customer journeys.
        • Demonstrated ability to write and run complex, large-scale SQL queries and analyze high-volume datasets, translating findings into actionable insights that improve processes, productivity, and operational performance.
        • Experience developing dashboards, maintaining recurring performance reporting, and validating data across multiple source systems.
        • Experience partnering with Product and Engineering teams through discovery, requirements definition, testing, launch, and post-launch measurement.
        • Experience in a contact center, subscription business, marketplace, mobility, logistics, or multi-site operation is preferred.

        Skills

        • Strong SQL, spreadsheet, dashboarding, and data-visualization skills; experience with Sigma, Tableau, Looker, Power BI, or a comparable business-intelligence platform.
        • Ability to connect quantitative analysis with qualitative customer feedback and explain both in clear business language.
        • Strong problem framing and requirements-writing skills, including the ability to define the affected customer, root cause, business impact, desired outcome, and measurement plan.
        • Excellent written and verbal communication; able to create concise executive readouts and facilitate detailed working sessions with technical and operational partners.
        • Strong organization and follow-through; able to manage recurring reporting, investigations, and cross-functional projects without losing ownership or deadlines.
        • Familiarity with contact-center, CRM, WFM, product analytics, or customer-support platforms such as Five9, Kustomer, Assembled, and similar tools is helpful.

        Qualifications

        • Curious and investigative - you keep asking why until the underlying customer or operating problem is clear.
        • Product-minded - you do not stop at reporting a trend; you define what should change and how success should be measured.
        • Comfortable with ambiguity - you can create structure when data, ownership, or processes are still evolving.
        • Direct and collaborative - you surface problems early, bring evidence, and work constructively with the teams responsible for solving them.
        • High ownership - you treat data accuracy, business clarity, and closing the loop on recommendations as your responsibility.

        Benefits

        • Flexible PTO policy.
        • 401(k) plan with company match from day one.
        • Excellent, low-cost medical, dental, and vision coverage from day one.
        • Discounted employee pricing and no annual membership fee for Flexcar.
        • Weekly pay and other employee perks.

        Pay

        Salary: $85,00