Senior Operations Analyst - Customer Satisfaction
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Remote, North America
An overview of this role
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
In this role as a Senior Operations Analyst for our Customer Success team, this role will specifically focus on our Global CSAT programs. You will have the opportunity to own business-level data and analytics projects, lead deep-dive analyses to influence business decision-making and contribute to cross-functional initiatives to better serve Gitlab customers.
What you’ll do
Drive business cadences across planning and measurement in partnership with the Customer Success (CS) leadership team and larger go to market organization
Develop and manage executive reporting on key CSAT metrics, formulate actionable insights and structure concise, clear presentations of findings, and prioritize issues as appropriate
Manage CSAT tools determining future growth needs, utilization rates, evaluations and user access
Proactively identify opportunities to improve operational efficiency with a focus on scale, transparency, and data accuracy
Partner cross-functionally with Data Science, Marketing, and Product teams to formulate and develop initiatives with global, cross-functional scope, independently managing from ideation to execution
Conduct sophisticated, creative analyses for company-level CSAT priorities and clearly communicate results and empower leadership decision-making
What you’ll bring
BA/BS degree + 7 years of relevant experience
Experience with large scale CSA, NPS, or CES operations, best practices, and data analysis.
Demonstrated progressive experience in an analytical role, preference for Business Intelligence/Analytics, or Management Consulting.
Hands on delivery experience with SQL, Tableau, and Excel, or similar analytical packages required.
Excellent quantitative analytical skills, creativity in problem-solving, and keen business sense.
Extensive track record of building high-quality and complex reporting and effective presentations in collaboration with sr. stakeholders.
Strong systems thinking and scaled solutioning bias.
Exposure to the Gainsight system and data structures is a plus.
Ability to thrive in a fully remote organization
How GitLab will support you
All remote, asynchronous work environment
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
Remote-Global
Senior Operations Analyst - Customer Satisfaction
To see similar active jobs please follow this link: Remote Development jobs
Remote, North America
An overview of this role
The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.
In this role as a Senior Operations Analyst for our Customer Success team, this role will specifically focus on our Global CSAT programs. You will have the opportunity to own business-level data and analytics projects, lead deep-dive analyses to influence business decision-making and contribute to cross-functional initiatives to better serve Gitlab customers.
What you’ll do
Drive business cadences across planning and measurement in partnership with the Customer Success (CS) leadership team and larger go to market organization
Develop and manage executive reporting on key CSAT metrics, formulate actionable insights and structure concise, clear presentations of findings, and prioritize issues as appropriate
Manage CSAT tools determining future growth needs, utilization rates, evaluations and user access
Proactively identify opportunities to improve operational efficiency with a focus on scale, transparency, and data accuracy
Partner cross-functionally with Data Science, Marketing, and Product teams to formulate and develop initiatives with global, cross-functional scope, independently managing from ideation to execution
Conduct sophisticated, creative analyses for company-level CSAT priorities and clearly communicate results and empower leadership decision-making
What you’ll bring
BA/BS degree + 7 years of relevant experience
Experience with large scale CSA, NPS, or CES operations, best practices, and data analysis.
Demonstrated progressive experience in an analytical role, preference for Business Intelligence/Analytics, or Management Consulting.
Hands on delivery experience with SQL, Tableau, and Excel, or similar analytical packages required.
Excellent quantitative analytical skills, creativity in problem-solving, and keen business sense.
Extensive track record of building high-quality and complex reporting and effective presentations in collaboration with sr. stakeholders.
Strong systems thinking and scaled solutioning bias.
Exposure to the Gainsight system and data structures is a plus.
Ability to thrive in a fully remote organization
How GitLab will support you
All remote, asynchronous work environment
Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
Remote-Global