Sr. Operations Analyst
On-sitePasig City, Metro Manila, Philippines
Job Summary
Sr. Operations Analyst at Acquire Intelligence, a global outsourcer providing contact center and back office services. Responsible for leveraging data to create analyses on Customer data (Health, Risk & other Customer Journey data) to drive actionable insights and strategic recommendations for the Customer Success leadership team; leading or coordinating cross-functional projects related to Customer Success Operations processes, systems, and enablement; developing and maintaining project plans, timelines, status updates, and action-item tracking; identifying risks and dependencies; building detailed reporting, dashboards, and presentations on key metrics; partnering with Customer Success leadership to develop scalable strategies to improve business processes and systems for retention and health goals; understanding how Success Management relates to Gross Retention across products and customers; collaborating with Finance, Sales Ops, and Professional Services; and highlighting opportunities to improve operational excellence and team effectiveness. Also highlights the company’s global presence, Work-from-Home environments, and client-focused outsourcing capabilities.
Required Qualifications
- 5+ years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus
- Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience
- Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools
- Experience coordinating or leading cross-functional projects in an operations, Customer Success, Support, or systems environment
- Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users
- Some work experience in a similar or related area is preferred
- Strong organizational skills and attention to detail, including experience maintaining process documentation, resource libraries, or operational materials
- Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies
- Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry
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