The Operations Analyst will join the Operations team and report directly to the Head of Operations. This team delivers insights, strategy, and technology solutions to unite our product and service teams across the customer journey. This individual will partner with internal stakeholders across operations, product, engineering, and marketing, to help us continue to build best-in-class experiences for doola customers.
The Operations Analyst will drive priority initiatives, develop and expand a robust cadence and operating rhythm, drive customer research and analysis around the full customer experience, test hypotheses, and deliver insightful recommendations to leaders on how we can improve and craft the best experience for our customers.
The Operations Analyst will also be responsible for making system changes to any platform in the Operations tech stack including Internal CRM, Chatbot, etc.
Key Responsibilities
- Perform analysis of customer reviews and report on a weekly basis
- Run analytics across the CS & Operations organization and report on a weekly basis
- Participate in the ideation process for improving the product and our internal CRM to enable high-impact self-service options, decrease contact volume, and facilitate resolution/satisfaction upon customer contact
- Execute improvements to internal processes and systems (i.e. Zendesk/Hubspot/Kustomer/Intercom)
- Run ad-hoc analytics requests, create reports and needed visualizations
- Responsible for customer-facing FAQs, customer-facing chatbot content, and agent-facing knowledge materials
- Responsible for communicating with and updating teams during incidents impacting the customer experience
- Lead and support cross-functional projects across operations and product
- Develop and manage project plans for cross-functional initiatives
- Provide business insights and recommendations based on data that will drive our strategy and growth
- Ensure operating team readiness when launching new features and customer experiences
- Serve as point of contact for consultations from product and engineering teams on every product change and business rule modification
- Perform root cause analysis across any issues impacting operations
About You
- Fast learner, with the capacity to develop expert knowledge of how the product works, including business rules, regulatory requirements, and potential errors at each stage of the product lifecycle
- Experience working in a startup environment in a similar role
- Experience with Hubspot is a requirement
- 3+ years in customer operations (i.e. customer success, customer experience, customer support)
- Strong execution skills and ability to drive action and accountability
- Strong product intuition and experience discovering and solving customer pain points
- Excellent communication and presentation skills, accommodating both engineering and business stakeholders
- Excellent work ethic, high productivity, and acute attention to detail needed
- Excellent analytics and problem-solving capability
- Desire to identify and implement process and product improvements
- Highly organized, able to prioritize work effectively, and acute attention to detail
- Follow-up skills and a strong sense of accountability and ownership are a must
- Expert knowledge of contact volume, topics, and how we serve, including handling time, resolutions, etc.
doola is building the OS for the next generation of online businesses. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term.
Our mission is to unlock the potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business.
We're seeing some exciting growth right now. Our product resonates strongly with customers worldwide, and we have worked with entrepreneurs on every continent (except Antarctica, yet!). We're backed by some of the top investors in the world, including Nexus Venture Partners, HubSpot, Y Combinator, and HustleFund. We know we're only scratching the surface of what's possible in terms of the value we know we can provide.
doola is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. doola considers qualified applicants with criminal histories consistent with applicable federal, state, and local law. doola is also committed to providing reasonable accommodations for talented individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation made due to a disability, please let your recruiter know.
