CX Operations Analyst

Role Overview:

As a CX Operations Analyst, you will play a vital role in enhancing the operational efficiency of the CX Operations team at Braze. Reporting to the Manager, CX Operations, you will be responsible for providing essential support in day-to-day operations, ensuring the accuracy of Customer and Customer Success CRM data, and supporting several strategic business initiatives. Your strong analytical capabilities and executive presence will be crucial in translating complex data into actionable leadership insights, automating workflows, and maintaining scalable operations. The ideal candidate is a high-performing self-starter who possesses exceptional communication skills, thrives in a fast-paced environment, and is passionate about leveraging data and technology to optimize customer engagement and retention.

Key Responsibilities:

• Internal Operational Support: Provide timely and effective day-to-day operational support required to drive value to both internal and external customers of CX Operations.
• Territory Strategy & Org Migrations: Partner with CX Operations team and CS Leadership to design equitable account territories, conduct weekly data audits to fix discrepancies, and execute hierarchy changes in the CRM within the SLA timeframe to ensure zero reporting downtime.
• Process Adherence and Improvement: Independently audit and identify opportunities for process improvements, system automation, and operational efficiency within existing CX & renewals workflows.
• Reporting & Insights: Translate CRM Account data data into clear reports and dashboards for CX Management to highlight visibility for strategic decision-making.
• Maintain CX Data Hygiene: Take full ownership of the accuracy and completeness of CRM and CSP data, establishing standards and records needed for scalable, auditable processes.
• Operational AI Optimization: Identify opportunities to integrate AI tools such as Gemini and Claude into daily operations to automate routine tasks, accelerate data analysis, and maximize productivity.
• Documentation Creation: Lead the creation of clear process documentation and drive enablement programs to train internal CX & Operations teams on business-critical workflows and tool adoption.

WHAT YOU HAVE

Competencies:

• Attention to Detail: High level of accuracy in managing platform configurations and customer data. With a vigilance in ensuring compliance with customer contracts and internal policies.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely.
• Collaboration: Ability to work effectively within a team and across departments across different initiatives and incentives.
• Time Management: Ability to manage multiple tasks and prioritize effectively.
• Operational Efficiency: Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes.
• AI Literacy: Proficient in leveraging AI tools (Gemini, Claude, etc) to enhance personal productivity and accelerate problem solving while maintaining high standards for output accuracy.
• Adaptability: Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly.
• Ethical Standards: Commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations.
• Problem Solving: Strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes.
• Data Management: Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices.

Qualifications:

• Demonstrated experience in customer operations, support, sales operations, revenue operations, or business operations, preferably within a SaaS or tech environment.
  Hands-on proficiency with CRM platforms, with Salesforce strongly preferred.
• Intermediate to advanced proficiency in Google Sheets and/or Microsoft Excel (including pivot tables, vlookups, and data manipulation).
• Experience leveraging Generative AI tools to build operational efficiencies, automate workflows, and optimize personal productivity.
• Excellent written and verbal communication skills in English, with the ability to explain complex operational and technical concepts clearly.
• Ability to work independently with high autonomy while collaborating effectively with global teams
• Familiarity with Customer Engagement platforms or the Braze platform is a plus.