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3 weeks ago

Senior Customer Experience Operations Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Build and lead the analytics function for Customer Experience by owning CX data strategy, KPIs, dashboards, and executive reporting. Transform customer, operational, and revenue data into insights that improve customer outcomes and operational efficiency. Develop predictive models for bottlenecks and retention signals, forecast contact volume across channels, and quantify how CX initiatives impact ARR and customer lifetime value while partnering with CX, Finance, and Data teams.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Manager level

Key Responsibilities

•Own the CX analytics strategy, including KPIs, reporting frameworks, and dashboards for leaders and executives.
•Deliver monthly and quarterly business reviews with recommendations based on complex data.
•Develop predictive models to identify bottlenecks, CX risks, churn, and retention indicators.
•Forecast contact volume across channels and build capacity/staffing models to meet SLA targets using queue dynamics, occupancy, shrinkage, and utilization.
•Identify inefficiencies in customer journeys and operational workflows, redesign processes, and measure impact on resolution times, service levels, and customer satisfaction.

Pay and Benefits

Salary: USD 119,000 - 140,000 annually

Equity and Bonus:Equity

Perks:EquityHealth InsurancePaid Leave

Key Requirements

•7+ years of experience in analytics, business intelligence, operations analytics, customer operations, or related fields.
•3+ years leading analytics teams, programs, or strategic initiatives.
•Experience supporting customer-facing organizations such as Support, Contact Centers, Customer Success, Revenue Operations, or Customer Operations.
•Demonstrated success building forecasting models, executive reporting frameworks, and operational analytics programs.
•Advanced SQL and data modeling, with experience using BI/visualization tools such as Mode, Tableau, Sigma, Looker, or Power BI.

Experience:7+ years

Skills:Business acumenTranslating data into recommendationsPartnership and cross-functional collaborationAnalytical thinkingStrategic decision support

Tech Stack:SQLData modelingModeTableauSigmaLookerPower BIZendeskRetoolSnowflakeAI

Company Brief

Quo

Provides a cloud-based business phone system and VoIP service enabling teams to call, text, and manage phone numbers on desktop and mobile with shared inboxes, integrations, and automation for modern remote-first businesses.

Industry: Telecommunications

Company Size: Large (251 to 1,000 employees)

Growth: Growth Stage Startup

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn

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