CX Operations Analyst
Owns partner-services operations, invoicing, access governance, reporting, and cross-functional CX processes while building AI-powered automations and analytical workflows. The role requires at least three years of operations or analytics experience, strong data skills, and proficiency with Salesforce and BI platforms.
About the job
Responsibilities
Professional Services Operations
- Operationalize partner delivery quality and customer outcome measurement across delivery models.
- Manage partner subcontracting SOWs, including 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.
- Provision, de-provision, and govern partner access to internal tools and customer environments.
- Support capacity planning and resource assignments.
- Maintain accurate, audit-ready records and documentation with clear escalation paths.
Workflow Automation & AI Builds
- Build, ship, and iterate on AI-driven workflows for customer health, risk detection, engagement management, services delivery, quality measurement, and customer experience.
- Develop AI agents and AI-assisted tools in collaboration with CX Operations team members.
- Use AI for data analysis, modeling, communications, problem-solving, and workflow orchestration.
- Facilitate adoption of AI, automation platforms, and improved operational processes.
- Validate AI outputs, manage risk, and improve repeatable systems.
- Track relevant AI developments and translate learnings into solution improvements.
Data Insights
- Extract business insights from qualitative and quantitative data to identify risks and opportunities affecting retention, expansion, quality, and operating leverage.
- Build and maintain reports and dashboards in Salesforce, ClickUp, and Hex.
- Perform ad hoc analysis, surface trends, and support stakeholder decision-making.
- Support renewal and retention analysis through data extraction, formatting, and pattern identification.
Cross-Functional Programs
- Own deliverables within strategic initiatives focused on customer engagement, services delivery, and internal collaboration.
- Support projects spanning TAM, Solutions, and Partner functions.
- Respond to operational requests from CX Operations leadership and stakeholders with accurate, timely deliverables.
Requirements
- 3+ years of experience in Operations, Analytics, or a related field, preferably in a SaaS, customer-facing, or go-to-market environment.
- Demonstrated experience building and deploying AI-powered workflows that improve productivity, decision quality, execution, data signals, or customer reach.
- Experience supporting technology-enabled business process transformations using AI and agentic solutions.
- Proficiency in data management and analysis, report building, scenario analysis modeling, and business intelligence tools.
- Ability to collaborate with cross-functional stakeholders across global regions, reach consensus, and drive change.
- Proficiency with Salesforce, Gong, ClickUp, Hex, Tableau, Google Apps Script, and comparable platforms.
- Experience with SaaS business models, customer journeys, and core KPIs in a high-growth, global environment.
- Knowledge of professional services and customer success methodologies, processes, tools, and metrics.
- Strategic, hands-on, proactive, and able to carry projects through completion.
Skills
Artificial Intelligence, AI Agents, Workflow Automation, Data Analysis, Data Modeling, Business Intelligence, Salesforce, Gong, Clickup, Hex, Tableau, Google Apps Script, SaaS
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