Analyst, Operations Analytics

Summary

Join Toast's customer onboarding strategy and operations (COSO) team as an analyst and play a critical role in shaping the analytics and reporting strategy for new customers joining the Toast platform. You will drive alignment, establish a single source of truth, and deliver insights enhancing customer experience and internal stakeholder efficiency. Partner with frontline stakeholders to measure quality, completeness, and efficiency, leveraging best practices to define future success metrics. Your work will directly improve the customer onboarding journey by identifying bottlenecks, optimizing processes, and providing data-driven recommendations for a seamless go-live experience. The ideal candidate has experience with SaaS B2B customers, understands data structures, and can aggregate and present data to senior stakeholders. Success requires translating data into actionable insights and collaborating cross-functionally with Sales, Operations, and Product teams.

Requirements

• 2-4 years of experience in an analytical role, preferably with a focus on customer operations
• Strong SQL skills and experience with data visualization tools such as Sigma, Hex or Tableau
• Experience analyzing large datasets and synthesizing insights for leadership and Customers
• Leveraging Data to build Complex Models to anticipate potential opportunities in quality, operational efficiencies and personnel optimization
• Ability to balance speed and depth when delivering insights and recommendations
• Excellent data visualization skills – able to tell compelling stories through data
• Strong business acumen , with an ability to align analytics with organizational priorities
• Managing projects from conception to delivery - Excellent organizational, time management & verbal/written communication skills

Responsibilities

• Support Forecasting, WBR and Month-End Reporting – Assist in building forecasting models and delivering month-end reporting to track performance and drive data-driven decision-making
• Develop Level of Effort models for the lines of business to accurately assess capacity needs and determine the optimal headcount for efficient resource allocation
• Chat / Support Ticket Modeling - Deliver on understanding of pain points in the customer journey through analysis of chat and support ticket interactions during onboarding
• Onboarding Territory Management - Deliver optimization of resource allocation for territory alignment
• Act as a Source of Truth – Ensure data consistency, accuracy, and alignment across teams when reporting on customer experience and project health
• Conduct Ad Hoc Analyses – Investigate trends related to onboarding, time to go live, and customer quality to drive strategic improvements
• Support Development of AI Infrastructure - Identify areas of opportunity for AI driven process augmentation that scales across business
• Collaborate Cross-Functionally – Partner with Sales, Operations, Finance, and Product teams to provide data-driven recommendations and improve customer outcomes
• Optimize Reporting and Automation – Develop and maintain dashboards and reporting tools to enhance visibility and streamline insights for leadership and key stakeholders
• Communicate Insights Effectively – Use strong storytelling and data visualization skills to influence decision-making at all levels of the organization
• Input into future System/Architecture for Project Management - Work closely with the systems analyst to collaborate on requirements to capture measurement of Onboarding motion to provide insights that will drive future improvements

Preferred Qualifications

Demonstrated experience in improving processes to drive efficiency, Lean Six Sigma experience a plus

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions, if eligible)
• Benefits
• Equity (if eligible)
• Hybrid work model