Senior Operations Analyst, Customer Satisfaction

Remote, North America

An overview of this role

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

In this role as a Senior Operations Analyst for our Customer Success team, this role will specifically focus on our Global CSAT programs. You will have the opportunity to own business-level data and analytics projects, lead deep-dive analyses to influence business decision-making and contribute to cross-functional initiatives to better serve Gitlab customers.

What you’ll do  

• Drive business cadences across planning and measurement in partnership with the Customer Success (CS) leadership team and larger go to market organization
• Develop and manage executive reporting on key CSAT metrics, formulate actionable insights and structure concise, clear presentations of findings, and prioritize issues as appropriate
• Manage CSAT tools determining future growth needs, utilization rates, evaluations and user access
• Proactively identify opportunities to improve operational efficiency with a focus on scale, transparency, and data accuracy
• Partner cross-functionally with Data Science, Marketing, and Product teams to formulate and develop initiatives with global, cross-functional scope, independently managing from ideation to execution
• Conduct sophisticated, creative analyses for company-level CSAT priorities and clearly communicate results and empower leadership decision-making

What you’ll bring 

• BA/BS degree + 7 years of relevant experience
• Experience with large scale CSA, NPS, or CES operations, best practices, and data analysis. 
• Demonstrated progressive experience in an analytical role, preference for Business Intelligence/Analytics, or Management Consulting. 
• Hands on delivery experience with SQL, Tableau, and Excel, or similar analytical packages required. 
• Excellent quantitative analytical skills, creativity in problem-solving, and keen business sense.
• Extensive track record of building high-quality and complex reporting and effective presentations in collaboration with sr. stakeholders.
• Strong systems thinking and scaled solutioning bias.
• Exposure to the Gainsight system and data structures is a plus.
• Ability to thrive in a fully remote organization

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.