We’re looking for a Sr. Strategy and Analytics Specialist who thrives in a dynamic, fast-paced SaaS environment. This role blends analytics, operations, and strategic problem-solving. You’ll work closely with cross-functional teams to optimize processes, improve customer experiences, and drive performance through data-backed decisions.

You'll play a critical role in building dashboards, automating workflows, managing CRM data architecture, and identifying opportunities for operational efficiency. If you’re naturally curious, love working with data, and can navigate from strategy to execution—we’d love to have you on board.

Roles and responsibilities:

• Partner with internal teams to identify business needs, analyze processes, and recommend data management and optimization initiatives.
• Participate in or lead automation and process improvement projects, ensuring alignment with broader business objectives.
• Conduct root cause analysis to identify key drivers of customer or process issues and recommend solutions.
• Perform CRM data analysis and optimization.
• Use SQL and BI tools to explore datasets, uncover trends, and drive evidence-based decisions.
• Support headcount planning and capacity modeling for support and operational functions.
• Monitor and report on KPIs, including customer experience metrics, team performance, and SLA adherence.

Required Skills:

• Demonstrated experience in a Business Analyst or Operations Analyst role, preferably in a SaaS or Tech environment.
• Advanced analytical and visualization skills (Looker, Tableau, Power BI, Excel, or similar tools).
• Strong SQL proficiency—ability to extract, manipulate, and analyze large datasets independently.
• Experience with CRM tools.
• Solid understanding of customer support operations, workforce planning, and business KPIs.
• Ability to identify inefficiencies and recommend data-backed solutions.
• Strong written and verbal communication skills, with the ability to present insights clearly to technical and non-technical stakeholders.
• Self-starter mindset with the ability to work independently and prioritize in a fast-paced, ambiguous environment.
• A passion for continuous learning, improvement, and staying current with industry best practices.
• Exposure to AI-based tools for insights and decision support.