Success Operations Analyst I

This is a fully remote position, open to applicants in Canada, +2 more countries.

📋 Description

• Take ownership of established Success Operations initiatives that initially concentrate on customer recovery, cross-selling, contact strategies, workflows for unresponsive customers, and AI-driven inbound call center operations.

• Establish objectives, key milestones, responsibilities, and success metrics; oversee program launches and monitor ongoing performance.

• Examine conversion rates, retention figures, revenue metrics, service costs, productivity levels, quality assessments, and customer experience data.

• Validate findings, explore changes, and translate insights into actionable recommendations and next steps.

• Enhance operational workflows by pinpointing failure points, clarifying transitions, documenting processes, and implementing necessary changes.

• Evaluate approved AI tools and light automation, verify outputs, assess impact, and collaborate with technical partners for broader system modifications.

• Facilitate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing departments.

• Develop and sustain reporting, playbooks, metric definitions, and quality assurance processes.

• Participate in Pro Success initiatives, supply and fulfillment operations, partnerships, experimental projects, and team-wide planning and reporting as priorities evolve.

⛳️ Requirements

• 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field.

• Proven track record of independently executing cross-functional operational tasks that enhanced customer outcomes, growth, efficiency, quality, or reliability.

• Strong analytical skills and experience with operational data, including the ability to define valuable metrics, investigate root causes, and articulate results and limitations.

• Proficient in SQL and business intelligence or reporting tools, or equivalent experience in independently accessing, merging, and interpreting operational data.

• Experience in designing and documenting processes, improving handoffs, and leveraging systems or automation to enhance scalability.

• Hands-on experience utilizing AI in routine tasks, verifying its outputs, and recognizing where human judgment or review is necessary.

• Excellent written and verbal communication skills, effective prioritization, and capability to advance work with stakeholders amid moderate ambiguity.

• Must be eligible to work from a designated location.

• Must respond to employment visa sponsorship inquiries.

🏝️ Benefits

• Comprehensive health coverage, including dental and vision.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Generous paid time off and holiday schedule.