Senior Customer Operations Analyst
Job Summary
In a hybrid role based in Lexington, MA, the full-time Senior Customer Operations Analyst will manage metrics and reporting for customer support and success functions, analyze operational performance, and partner with leadership to deliver actionable insights.
Key responsibilities
- Design, build, and maintain dashboards and reporting for various customer functions, focusing on key performance metrics
- Analyze data to identify at-risk accounts and emerging trends, providing timely deep-dive analyses with actionable recommendations
- Collaborate with CxD leaders to refine KPIs and translate business questions into structured analyses, while ensuring data integrity from operational systems
Required qualifications
- Bachelor's degree in Business, Data Analytics, Statistics, Economics, or a related field, or equivalent practical experience
- Substantial experience in data analysis, business intelligence, or operations analytics within customer support or professional services
- Advanced SQL skills and experience with cloud data warehouses such as Snowflake or Redshift
- Proficiency in BI and visualization platforms like Tableau or Power BI
- Hands-on experience with CRM platforms such as Salesforce or Zendesk
Complete Job Description
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