CX Operations Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage operational processes associated with Partner Services, such as Statements of Work (SOWs), invoicing, renewals, and system access.

• Implement measures for partner delivery quality and customer outcome assessments.

• Oversee comprehensive SOW management for partner subcontracting, which includes drafting, monitoring, modifying, and finalizing agreements.

• Carry out partner invoicing procedures, including verification, approvals, payment tracking, and resolving discrepancies.

• Provide, revoke, and regulate partner access to internal tools and client environments.

• Assist with capacity planning and resource allocation.

• Ensure precise partner operational records and documentation for audit preparedness and clear escalation pathways.

• Design, launch, and refine AI-driven workflows for internal procedures, customer health assessments, risk identification, engagement management, service delivery, quality evaluation, and customer experience enhancement.

• Collaborate with team members to develop AI agents and AI-assisted tools, contributing to the automation roadmap.

• Utilize AI for daily data analysis, modeling, communication, problem-solving, and workflow management.

• Promote the use of AI, automation platforms, tools, and processes.

• Validate AI outputs, manage associated risks, and enhance repeatable systems.

• Stay updated on relevant AI advancements and translate insights into solution enhancements.

• Derive insights from both qualitative and quantitative data to pinpoint risks and opportunities, guiding retention, expansion, quality, and operational efficiency initiatives.

• Create and maintain reports and dashboards in Salesforce, ClickUp, and Hex.

• Conduct ad hoc data analyses to address business inquiries, reveal trends, and support decision-making processes.

• Assist with renewals and retention analysis through data extraction, formatting, and pattern recognition.

• Take ownership of deliverables within strategic initiatives aimed at optimizing customer engagement, service delivery, and internal collaboration.

• Support senior CX Ops team members with TAM, Solutions, and Partner projects.

• Respond promptly to ad hoc operational requests with accurate deliverables.

• Encourage rapid innovation and experimentation to enhance customer outcomes and experiences.

⛳️ Requirements

• Over 3 years of experience in Operations, Analytics, or a related field, ideally within a SaaS, customer-facing, or go-to-market environment.

• Proven history of creating and implementing AI-powered workflows that resulted in productivity improvements, enhanced decision-making quality, cleaner execution, better data signals, or expanded customer reach.

• Experience in facilitating technology-driven business process transformations, emphasizing the strategic use of AI and agentic solutions.

• Skilled in data management and analysis, including report generation and scenario modeling, while utilizing business intelligence tools to inform leadership strategy.

• Effective collaboration with cross-functional teams across global regions, achieving consensus and driving change.

• Proficient in Salesforce, Gong, ClickUp, Hex, Tableau, Google Apps Script, and similar platforms.

• Direct experience with a SaaS business model, customer journey, and essential KPIs in a fast-paced, global setting.

• Knowledgeable in professional services and customer success methodologies, processes, tools, and metrics.

• A strategic thinker with a proactive mindset; hands-on, resourceful, and capable of seeing projects through to completion.

• AI-native, proactive, data-driven, detail-oriented, and excited about developing automations and AI solutions.

• Must possess legal authorization to work in the country of employment.

• ClickUp cannot sponsor or assume sponsorship of an employment visa for this non-engineering, non-product position.

🏝️ Benefits

• AI fluency assessed as part of the hiring process.

• Remote work arrangement.