Senior Analyst (Operations)

Remote — Washington State Only

Critical Requirements:

• Must be located in Washington State

• Must be fluent in Mandarin Chinese (spoken and professional working proficiency)

About the Role

The Senior Analyst (Operations) plays a key role in enabling data-driven decision-making and operational excellence across Customer Success and Managed Services teams. This position partners closely with business leaders to translate complex data into actionable insights, optimize the client lifecycle, and improve the scalability and effectiveness of operational processes.

Acting as both a strategic analyst and operational problem-solver, this role designs performance monitoring frameworks, identifies efficiency and growth opportunities, and leads improvements across systems, processes, and data governance in a SaaS-driven, global operating environment.

Key Responsibilities

Business Data Analytics & Insights

• Build and continuously improve client performance monitoring frameworks

• Analyze business data to identify operational gaps, inefficiencies, and growth opportunities

• Provide actionable recommendations related to customer segmentation, resource allocation, and process optimization

• Design and maintain dashboards and reports to deliver real-time visibility into business performance

Client Lifecycle Optimization

• Support Customer Success and Managed Services teams in monitoring and managing client health

• Analyze lifecycle data to identify high-value customer profiles, expansion opportunities, and churn risk indicators

• Enable proactive, data-informed strategies across the client journey

Process & Systems Optimization

• Identify inefficiencies in workflows and design scalable, standardized SOPs

• Lead service data governance initiatives to improve data quality, usability, and productivity

• Optimize systems and tools used by client-facing teams to improve operational effectiveness

• Drive onboarding and adoption of analytics and operational tools (e.g., Churnzero) through training and enablement

Cross-Functional Collaboration

• Partner with stakeholders across Customer Success, Managed Services, and Commercial teams

• Translate analytical findings into clear business narratives that drive decision-making and action

• Support global collaboration as needed, including work with international teams

Qualifications

Experience & Background

• Bachelor’s degree or higher

• 3+ years of experience in Business Analytics, Data Analytics, Business Operations, or Sales Operations

• Experience supporting B2B SaaS and/or agency environments strongly preferred

Technical & Analytical Skills

• Advanced proficiency in SQL, Excel, and/or Google Sheets

• Experience with BI and data visualization tools (e.g., Tableau, Power BI) preferred

• Strong analytical thinking with the ability to convert complex data into actionable insights

Professional Skills

• Excellent stakeholder management and cross-functional communication skills

• Strong business acumen with the ability to influence decisions through data

• Highly self-driven, ownership-oriented, and comfortable operating in ambiguity

• Fluency in Mandarin Chinese required to support collaboration with U.S. and China-based teams

Compensation & Benefits

• $100,000–$120,000 annual base salary

• Competitive benefits package

• Unlimited PTO

• Collaborative, data-driven, fast-paced environment