Customer Operations Analyst

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider Craft Education as the next step in your career.

 

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.  

 

At Craft, we’re revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs.  Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs.  Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.

 

Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs.  We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.  

 

If you’re looking to join the work-based learning revolution, we’d love to talk with you.  At Craft, you’ll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development.  We couldn’t be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you’ll consider joining us.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Pay Range: $73,000.00 - $109,400.00

Job Description

• Leads the setup and ongoing maintenance of Salesforce to meet customer success needs and integrate with existing tools.
• Ensures data accuracy, manage system customization, and optimize for reporting and insights.
• Develops a framework for tracking key metrics (e.g., customer health score, churn rate, time-to-value) to measure and enhance customer experience.
• Provides insights through data analysis to guide strategic decisions, including the development of dashboards and reports.
• Collaborates with Customer Success to define key performance indicators (KPIs) and reporting standards.
• Designs, documents, and standardizes customer success processes to drive scalability and efficiency as the customer base grows.
• Identifies bottlenecks, inefficiencies, and areas for automation in the customer journey, from onboarding through support and renewal.
• Acts as a bridge between Customer Success, Product, and Engineering to ensure that customer insights are considered in product development and process improvements.
• Provides training and documentation for internal teams to ensure consistent use of Salesforce and adherence to established processes.
• Works effectively with cross-functional teams to ensure operational alignment.

Qualifications

• Expert knowledge of and strong proficiency in Salesforce, with experience in implementation, configuration, and optimization.
• Strong understanding of customer metrics (e.g., churn rate, health scores) and experience with data visualization tools.
• Knowledge of best practices in onboarding, engagement, and retention strategies.
• Strategic thinking to anticipate scalability challenges and to design efficient solutions.
• Familiarity with apprenticeship or workforce development industries.
• Analytical skills with a data-driven mindset; experience with data visualization and reporting tools.
• Excellent project management skills, with a track record of implementing efficient, scalable processes.
• Strong communicator, capable of translating data insights into actionable strategies and process improvements.
• Strong interpersonal skills to collaborate across Product, Engineering, and Customer Success teams.
• Ability to work independently to implement and refine processes while managing cross-functional projects.

• Bachelor's degree in business, data analytics, or a related field.

Experience

• 4+ years in customer success operations or related roles, ideally in SaaS or edtech.
• Experience successfully implementing and managing Salesforce.

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.  Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications

• Previous leadership experience.
• Experience in scaling processes for high-growth startup.
• Experience supporting Customer Success teams in growth-stage startups.
• Familiarity with data automation and integration tools (e.g., Make, Zapier).
• Understanding of the apprenticeship or educational space.

Work Location

Work location is determined by role and business needs. In addition to our headquarters in Salt Lake City, UT, we have several satellite locations across the US. Senior leadership, administrative functions, and technology teams are typically assigned to work in one of our office locations. While this position will begin with a Remote/Work-From-Home designation, this position will work "In-Office" once a dedicated space in Nashville, TN is established.

#LI-MM1

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI