Senior Operations Analyst - Customer Satisfaction

Remote North America

An overview of this role

The GitLab DevSecOps platform empowers 100000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2000+ 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.

Remote-Global