Job Details
**Senior Business Operations Analyst, Customer Support**
at Salsify Boston, MA Salsify empowers brand manufacturers to win on the digital shelf by delivering the commerce experiences consumers demand anywhere they choose to shop online. The world's biggest brands including Mars, L'Oreal, Coca-Cola, Bosch, and GSK use Salsify every day to stand out on the digital shelf. To date, Salsify has raised a total of $198.1 million in funding, led by Warburg Pincus, Venrock, Matrix Partners, Greenspring Associates, Underscore VC, and North Bridge.
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The Business Operations function at Salsify is responsible for defining and tracking business metrics (single source of truth), leading and operating critical business systems, identifying and executing on business performance improvement opportunities and generally acting as a thought partner to the business leaders.
The Senior Business Operations Analyst will partner closely with the Support organization to identify, prioritize and deliver on their operational needs. This individual will blend critical thinking with on-the-ground execution to enable the Support team to achieve growth-oriented goals and investment strategies. Bringing a deep desire to understand the why's in the data, an innate curiosity to problem tackle, and a solutions-oriented approach, the Senior Business Operations Analyst will have outsized impact on our support teams success.
**How You'll Make an Impact:**
* Handle analytics/reporting : Build analytics and dashboards and facilitate presentation and review of Support performance metrics on weekly/monthly/quarterly cadences.
* Monitor analytics and provide measurable insights and recommendations that drive performance improvements in support case deflection rates, case resolution times / effort levels, CSAT / NPS, and other SLA metric attainment.
* Identify and be responsible for delivery of Support platform enhancements
* Collaborate with cross-functional teams on data-centric initiatives.
* Implement regular data, governance and hygiene/quality processes for support. Proactively monitor and maintain high levels of quality, accuracy, and process consistency, and find opportunities for improvement.
**You'll Enjoy This Role if You Have:**
* 5+ years customer support, support operations or equivalent experience (e.g., from consulting or an agency)
* Knowledge of Salesforce Service Cloud and other support tools
* Proficiency in Excel / analytics tools and ability to own and drive independent cross-functional analysis projects, working across multiple online and offline data sources
* Proven track record to interpret analysis and provide measurable insights and recommendations beyond the initial delivery of the data
* Able to command the room, influence without authority, and serve as a trusted advisor to internal partners and teams (including C-Level executives)
* Highly organized and accountable
* Tenacity, passion, and an innate sense of curiosity; a standout colleague with a phenomenal sense of humor!
**What We Have for You:**
* Competitive Salary
* Equity
* 401 (k)
* Unlimited Vacation
* Full Benefits: Medical, Dental, and Vision Insurance
* Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
* FSA: Medical, Commuter, and Dependent Care
* Referral Bonuses
**#LI-RP1**
****#LI-REMOTE****
***Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a persons achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!***
**Salsifys mission is to empower brand manufacturers to win on the digital shelf.**
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsifys growth and earned the company numerous top workplace awards.
We are headquartered in Boston and have hubs in Lisbon (Portugal), Chicago and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Salsify is committed to being an equal opportunity employer. We believe that diverse perspectives yield strong and happy teams. Our employees and customers win when we have a variety of opinions and experiences. If you have a disability, require a religious accommodation or if there is anything we can do to make you more comfortable during our recruitment process, please let us know at ...@salsify.com .
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