Role Overview
The Senior Sales & Customer Operations Analyst supports and optimizes the operating model for both the Sales and Customer Care teams.
This role focuses on improving processes, enhancing CRM and reporting systems, ensuring service quality, and driving operational efficiency across the customer lifecycle from lead conversion to post-sales support and retention.
The position works closely with Sales, Customer Care, Product, Marketing, Finance, and Curriculum teams to ensure seamless user experience and scalable operations.
Depending on experience, the role may mentor 12 junior team members or support small operational initiatives.
Key Responsibilities
1. Sales Operations
- Support and optimize sales processes (lead allocation, pipeline tracking, renewals).
- Maintain CRM data accuracy and reporting standards.
- Analyze conversion rates, productivity, and pipeline health.
- Support forecasting and performance tracking.
2. Customer Care Operations
- Improve Customer Care workflows (onboarding, scheduling, follow-ups, escalations).
- Monitor service KPIs: response time, resolution time, retention rate, renewal rate, satisfaction.
- Support capacity planning and service quality control.
- Identify automation or system improvement opportunities to enhance customer experience.
3. Cross-Functional Collaboration
- Coordinate between Sales, Customer Care, Product, Marketing, and Finance.
- Support new program launches and operational readiness.
- Translate operational gaps into system or process improvements.
4. Reporting & Performance Analysis
- Build dashboards covering revenue, conversion, retention, and service efficiency.
- Provide regular insights to leadership.
- Identify risks and propose corrective actions.
5. Mentorship & Process Ownership
- Guide junior ops members if applicable.
- Standardize SOPs and documentation.
- Promote a data-driven and accountability culture.
Requirements
- 46+ years in Sales Ops, Customer Success Ops, Revenue Ops, or Service Operations.
- Experience working with CRM systems (Salesforce, HubSpot, or equivalent).
- Strong analytical and reporting skills.
- Experience improving operational workflows.
- Ability to collaborate cross-functionally.
- Good English communication skills.
