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Customer Operations Analyst
Location
United States
Posted
37 days ago
Salary
$142K - $210K / year
Seniority
Senior
Job Description
Customer Operations Analyst
Greenlight
• Build and maintain contact forecasts across channels, incorporating seasonality, growth trends, product launches, and marketing initiatives • Translate forecasts into staffing and capacity plans across in-house and BPO teams • Monitor forecast accuracy and adjust assumptions based on performance and new data • Analyze customer support data to identify trends, drivers of volume, and opportunities for efficiency • Build and maintain models (Excel/Google Sheets, SQL, etc.) to support forecasting and operational decision-making • Deliver clear, actionable insights to leadership, highlighting risks, tradeoffs, and recommendations • Support initiatives to improve operational efficiency, including channel strategy, automation (AI), and process improvements • Partner with Product, Marketing, Data, and Operations teams to understand demand drivers and align planning • Establish and support operating cadences (weekly/monthly reviews, forecasting updates, capacity planning discussions) • Identify opportunities to improve agent utilization, reduce cost per contact, and maintain service levels • Support scheduling and real-time operations as needed, with a focus on improving systems rather than owning execution long-term • Collaborate with BPO partners to align on staffing plans and performance expectations • Simplify and improve existing processes to increase transparency and scalability • Identify opportunities for automation as tools and systems evolve • Help shape how customer operations planning evolves over time • Assess current tools and processes, identify opportunities for improvement, and partner cross-functionally to implement new solutions • Support and lead the rollout of new tools (e.g., WFM, reporting, or analytics platforms) to improve visibility and scalability
Job Requirements
- 3–6 years of experience in operations, analytics, customer support, or workforce management
- Strong analytical skills (Excel/Google Sheets required; SQL or similar tools a plus)
- Experience working with data to build forecasts, models, or operational insights
- Understanding of customer support operations and key metrics (volume, AHT, service levels, etc.)
- Ability to translate data into clear, actionable recommendations
- Strong communication and stakeholder management skills
- Comfort working in ambiguous, fast-paced environments
- Interest in growing into broader areas such as operations strategy, analytics, or program management
Benefits
- Medical, dental, vision, and HSA match
- Paid life insurance, AD&D, and disability benefits
- Traditional 401k with company match
- Unlimited PTO
- Paid company holidays and pop-up bonus holidays
- Professional development stipends
- Mental health resources
- 1:1 financial planners
- Fertility healthcare
- 100% paid parental and caregiving leave, plus cleaning service and meals during your leave
- Flexible WFH, both remote and in-office opportunities
- Fully stocked kitchen, catered lunches, and occasional in-office happy hours
- Employee resource groups
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