CX Operations Insights Lead - Remote

Overview

We are seeking a highly analytical and detail-oriented CX Operations Insights Lead to support our Customer Success organization. The ideal candidate is passionate about data, excels at extracting actionable insights, and has a proven track record of driving informed decision-making through analytics.

In Short

• Conduct thorough analysis of customer success metrics.
• Develop and maintain reporting packages and dashboards.
• Utilize advanced data modeling techniques.
• Collaborate with cross-functional teams.
• Lead the design and implementation of KPI reports.
• Streamline data processes and reporting mechanisms.
• Mentor junior analysts.
• Drive regular business reviews with leadership.
• Foster a culture of data literacy across the organization.

Requirements

• Excellent written and verbal communication skills.
• 4+ years of experience in business intelligence or data analysis.
• Experience in leading data-driven projects.
• Proficient in SQL, Microsoft Excel, and data visualization tools.
• Bachelor’s Degree in a related field preferred.
• Strong understanding of customer success metrics.
• Detail-oriented with strong analytical skills.
• Prior experience in a SaaS business preferred.

Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefit plans.
• Family services including fertility benefits.
• Professional development opportunities.
• Community engagement opportunities.
• Employee Resource Groups.
• Collaborative and fun culture.