Sr Analyst CX Strategy Process Optimization Pacific Time preferred
Sr Analyst CX Strategy Process Optimization Pacific Time preferred
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$ 105000 - 120000
1 Vacancy
Job Description
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online Auras categorydefining suite of intelligent digital safety products help millions of customers protect themselves against digital threats and that number is growing rapidly. This is an exciting phase at Aura and our team of over 400 people worldwide is guided by a leadership slate thats successfully grown startups into multibillion dollar organizations.
Come build with us!
About the Role:
Aura is looking for a Sr. Analyst / Lead CX Process Optimization Lead to drive innovation scalability and operational excellence across our Customer Experience (CX) function. This highimpact role will lead crossfunctional initiatives that streamline workflows implement AI automation platforms and elevate both agent and customer experience.
This position is remote within the US. Preference will be given to candidates in the Pacific Time Zone or in Central or Mountain time who are willing to work PT hours on a regular basis to align with the hiring manager.
Were seeking someone who brings deep analytical strength CX systems expertise (e.g. Salesforce Five9 and a consultingstyle approach to solving complex problems. Youll work closely with Product Engineering Data and CX leadership to ensure were building for both efficiency and insight.
Responsibilities:
Lead the design and deployment of AIdriven solutions (e.g. conversational AI agent assist workflow automation) across our CX operations in close partnership with Product & Engineering
Identify and implement process improvement initiatives across CX platforms such as Salesforce streamlining agent and customer workflows
Partner with Product Engineering Salesforce Admin team and CX leaders to translate business needs into technical requirements and plans
Design and build operating rhythms that drive accountability and continuous improvement across the CX org
Own key projects from discovery through implementation using datadriven frameworks and structured problemsolving
Use data to diagnose root causes size opportunities and evaluate the impact of tech and process changes
Influence strategy for tech stack investments and roadmap decisions tied to support automation and AI integration
Qualifications:
3 years of experience in a highly analytical executionoriented role (e.g. management consulting business operations solutions engineering) ideally within tech or customer support environments
Experience improving systems tooling and processes; CX platforms such as Salesforce Service Cloud is a bonus
Curiosity to deeply understand AI automation and emerging technologies in the customer support space (e.g. bots LLMs workflows agent assist)
Exceptional analytical skills with a structured problemsolving process excellence mindset
Strong ability to communicate insights influence decisions and manage crossfunctional stakeholders
Comfort working in ambiguous environments and driving clarity and outcomes
Exceptional communications skills written verbal and listening
Highenergy teamfirst positive attitude
Technical fluency to collaborate with Product Engineering and data teams; SQL or light scripting is a bonus
Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay generous health and wellness benefits retirement savings plans parental leave and much more! Anticipated pay range for this position is $but may vary depending on jobrelated knowledge skills experience and location.
Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to and will not be discriminated against based on race color ancestry national origin religion age sex gender marital status sexual orientation gender identity disability status veteran status or any protected category. Beyond equal employment opportunity Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability please let your Talent Acquisition Partner know.
Important privacy information for United States based job applicants can be found here.
Required Experience:
Senior IC
Employment Type
Full Time
