Senior Customer Experience Operations Anaylst (Remote, United States)

Are you interested in partnering with technical support teams to drive customer experience improvements? Do you excel at leveraging systems, processes, and data to create meaningful impact? If so, we invite you to join our Go-To-Market (GTM) Operations team!

Grafana is seeking a CX Operations Analyst to contribute to our rapidly growing organization. In this role, you will collaborate with our Technical Support teams to analyze performance data, build and maintain customer support systems, refine operational processes, and implement strategic improvements. As an analytical problem solver, you will examine business processes and integrate diverse data sources across the technical support journey to address complex questions and develop standardized reporting. Additionally, you will manage cross-functional projects to align and optimize the experience for customers seeking technical assistance with Grafana products.

Key Responsibilities

• Serve as a strategic business partner to the Technical Support team by optimizing operational processes and workflows.
• Spearhead projects that enhance the systems and toolsets essential to improve and scale the customer support journey.
• Develop and maintain comprehensive reports and dashboards
• Synthesize data from diverse sources to extract meaningful insights and deliver actionable recommendations.
• Craft thorough documentation for systems, processes, data structures, and reporting methodologies.
• Collaborate with the finance team to refine staffing models and implement efficiency improvements.
• Investigate complex business questions across GTM functions through targeted data analysis.
• Translate findings into clear visualizations and compelling presentations for stakeholders.
• Identify improvement opportunities proactively and effectively communicate recommendations to business partners.
• Foster a culture that values data integrity, process excellence, and analytical rigor throughout the organization.

Requirements

• Minimum of 3+ years' professional experience in Customer Experience Operations and/or Customer Experience Analytics.
• Demonstrated background supporting Technical Support teams within a complex SaaS environment is essential.
• Track record of successfully leading initiatives that enhance customer experience and technical support efficiency, including implementation of AI-based solutions.
• Proficiency managing technical support platforms required, particularly Zendesk, along with familiarity with data visualization tools such as Grafana, Tableau, or Looker.
• Strong competency with spreadsheet applications, specifically Google Sheets or Microsoft Excel.
• Exceptional project management capabilities, including work planning, detail orientation, multi-tasking across concurrent projects, cross-functional collaboration, and navigating ambiguity in fast-paced environments to achieve results.
• Adept at facilitating discussions and delivering presentations to diverse audiences ranging from individual contributors to senior leadership.
• Demonstrated ability to think innovatively, independently developing and executing creative approaches to engage stakeholders and solve complex problems.

In the United States, the OTE compensation range for this role is $114,000 - 137,000 Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.

  About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).   Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.   Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.   We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.   For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.