Senior Business Operations, CX Programs
Senior Business Operations, CX Programs
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$ 113000 - 169000
1 Vacancy
Job Description
Job Description
Austin TX / Remote NA
Overview:
We are looking for a data-driven analyst to join our Digital Programs and Customer Success team. This role focuses on measuring the effectiveness of digital customer success initiatives identifying trends and opportunities and providing actionable insights to optimize program impact and customer outcomes.
Key Responsibilities:
Collect analyze and interpret program performance data across multiple digital customer success channels and lifecycle stages.
Develop and maintain dashboards reports and scorecards tracking key metrics such as engagement adoption retention and renewal.
Identify emerging trends patterns and customer behaviors to inform program strategy and enhancements.
Collaborate with Program Managers and leadership to define performance metrics and measurement frameworks.
Support data-driven decision-making by delivering timely insights and recommendations.
Work with cross-functional teams to ensure data accuracy consistency and integration from various platforms (webinars email CRM product usage).
Help establish processes for ongoing program evaluation and continuous improvement.
Contribute to the development of AI-driven analytics and personalization approaches to enhance reach and relevance.
Requirements:
3 years experience in analytics data science or business intelligence preferably in customer success marketing or related functions.
Proficiency in data analysis tools such as Excel SQL BI tools (Tableau Looker Power BI) or similar.
Strong analytical skills with ability to translate data into clear actionable insights.
Experience with customer lifecycle metrics and digital engagement data is a plus.
Excellent communication skills and ability to work collaboratively across teams.
Detail-oriented with a passion for accuracy and continuous learning.
Familiarity with CX/CS tools like Gainsight Salesforce Zendesk Gong
2-3 days in office
Hybrid: In this role our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection collaboration learning and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person at one of our many Zendesk offices around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Required Experience:
Senior IC
Employment Type
Full-Time
