Business Operations Analyst

Boston Dynamics is a world leader in mobile robots, tackling some of the toughest robotics challenges. For years, our awe-inspiring viral videos on YouTube have shown the world what remarkably capable robots can do. Now we are quickly becoming a recognized leader in automation solutions for industrial applications and warehouse logistics.

The Business Operations Analyst will work closely across all areas of the Customer Success organization, supporting teams focused on delivering a superior customer experience that complements our technology and brand. These teams include Customer Support, Service, Learning & Development, Fulfillment, and Production.

You will be the primary liaison between Customer Success and Information Technology, representing the department's business requirements as a Subject Matter Expert. In this capacity, you will be responsible for defining what is needed, prioritizing the work required, ensuring its timely completion, and accepting what is delivered. You will also be called upon to provide first-level support and end-user training to ensure that our team is most productive in its use of technology.

Additional responsibilities will include developing various reporting tools, dashboards, and scorecards, enabling weekly and monthly reporting, providing ad-hoc business analysis, liaising with Sales, Finance, IT, and Operations teams, and involvement with special projects.

As part of the Customer Success Operations team, there will be many opportunities to improve processes and collaborate with your internal team and business partners to grow and demonstrate your analytical and interpersonal abilities. You will apply your experience in supporting customers, strategic planning, financial acumen, creative thinking, and deep analytics skills to deliver critical projects that improve how Boston Dynamics operates.

Day to day activities

• Support the customer value delivery as the Subject Matter Expert for all ERP and data analytics technology. Provide front-line support, triage issues, and escalate as necessary. Ensure best practices are being followed by Customer Success users.
• Represent the Customer Success team in meetings with other departments, such as Finance, Sales, and IT so that requirements are well understood and deliverables align with the goals of the Senior Director, Customer Success.
• Participate in projects that improve business processes across the organization.
• Develop training materials and conduct end-user training of Customer Success IT systems and tools to employees, as needed.
• Create financial and operational reports and dashboards; ensure data is accurate, and quality standards are met.
• Conduct User Acceptance Testing of all new customer success system features, provide feedback and collaborate with IT to resolve issues.

Desired skills

• Minimum 3 years' experience as a Business Analyst or Customer Support or similar role.
• Bachelor's degree in Business Administration or comparable practical experience related to customer support.
• Experience analyzing data and processes using visualization in data analytics tools to answer specific business questions and find opportunities for improvement.
• Experience with Salesforce, with familiarity with data analytics tools such as Tableau, Looker, or PowerBI.
• Collaborate with technical stakeholders to determine best practices and implementation of functional requirements that support and enhance business processes.
• Excellent interpersonal, written and verbal communication skills.
• Action-oriented, "can do" attitude demonstrating willingness to accept accountability and responsibility for individual actions.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for this position.